Muscat: Call centers play a pivotal role in serving customers in normal circumstances, such importance is even doubled in exceptional circumstances such as those faced currently by the Sultanate and the world as a result of COVID-19 outbreak. Omantel Call Center, the first support line for customers and one of the largest call centers in the Sultanate, receives ten million calls every year enquiring about the company’s various services and products – an average of more than 20,000 calls a day. 

Considering the importance of maintaining the expected level of service by customers and since the beginning of the spread of COVID 19, Omantel considered alternative solutions that can help the company deal with the challenges posed by COVID-19, especially those related to social distancing and reducing the number of employees in the various sites of the company as per the directives issued by the Supreme Committee. As a result, Omantel’s call center has been receiving an increasing number of calls since COVID-19 started to impact the country, which exceeded 35,000 calls a day. 

Omantel empowered the largest number of its employees to work remotely from home, ensuring their safety while maintaining the services rendered to customers. The new approach included call center employees whose nature of their work requires immediate response to customers’ inquiries and requests, a key function especially after the closure of Omantel outlets. Omantel Call Center has been provided with state-of-the art facilities and devices including computers, mobile phones and required software enabling the Call Centre team to work remotely from home without compromise on the quality of the service provided to customers.