Oman Air Train Call Centre Staff to Achieve Higher Level of Performance
Date: 10 Jul 2011
Oman Air, the national carrier of the Sultanate of Oman, in their drive to" enhance their customer experience", has recently completed a year-long extensive customized training initiative for their staff at its call center, in partnership with Infoline LLC, specializing in Call Center and Business Process Outsourcing services in Oman.
As Oman Air's call center is the first point of contact for any Oman Air customer feedback call, and is considered a key strategic marketing tool to serve its customers, special emphasis on its quality was given top priority. The training sessions conducted were aligned to the international business process outsourcing industry's training standards.
The various phases of the training program ranged right from conducting a comprehensive skill gap analysis to providing focused trainings in the areas of customer orientation, positive communication, telephone skills & etiquette, listening skills, selling skills, customer complaints and how to handle irate customers.
However, the highlight of the programme were the role plays enacted by the participants, which were then recorded and replayed to enable trainees to learn and identify the gaps as well as improve them. In addition, relevant training related videos were also shown, aiming at reinforcing specific areas of learning.
The final phase of the training activity was concluded with a completion of a very successful outbound training programme, with the objective of enhancing their advanced team management skills, which was thoroughly enjoyed by the trainees.
Mr. Peter Hill, CEO of Oman Air, graced the graduation ceremony, held on the 28th of June, and gave away the certificates to the staff who participated in this long training program. Today, Oman Air's call center plays a significant role to enhance the customer experience and to ensure the sustainability of its image and reputation. Serving 24 hours and 7 days a week, Oman Air's customer services include reservations, ticketing, Sindbad Frequent Flyer Program, among many others. The call center serves as a single platform to give easy access to its valuable customers.