Omantel has been maintaining its position as the most preferred telecom service provider in the Sultanate, a credit that goes to the Company’s loyal customers who have trusted the Company and its service delivery over the decades. Omantel has been offering the best customer experience (CEX), going beyond just the latest ICT services, superior connectivity, and best internet speed. The Company deployed several measures to achieve high CEX goals it set for itself in the past two years mainly. These are based on two pillars – the Omantel Voice of Customer platform (VOC) and Best Change Management. With continued focus on these two areas since the start of the pandemic, Omantel has been recognised for delivering the Best Change Management and Voice of Customer program in the entire Middle East and received the two Awards in the Customer Experience Live Show Middle East event held in Dubai.
Talal Said Al Mamari, CEO, Omantel, who led the charge to make the CEX function part of the boardroom discussion said, “At Omantel, customer experience remains top priority. Every technological advancement in our services bouquet can be a success only if we understand what customers want”.
“We are proud to receive these two awards which is a regional recognition of the dedicated efforts of Omantel family. The year 2020 marked a sudden shift in customer demand. Our operations, when it comes to the contact centre as well as the Service Operation Centre, had to be moved to virtual platforms. And that happened in less than 48 hours. it was also very important for us to understand customer experience expectations during the pandemic. The teams measured and understood the Voice of Customer to ensure that we were aligned with their expectations.”
He added, “The future of customer engagement and experience is about building digital experiences and Omantel leads from the front in this area too.”
Omantel continued listening to its valued customers through various channels on the VOC platform and relied on metrics to act on it and re-evaluate the change outcomes in all aspects, be it people, processes, systems or services. Despite the sudden shift in customer demand, Omantel remained the only telecom to raise its customer experience which was personalized and digitally immersive throughout the customers’ journey.
In 2020, with the onset of COVID-19 pandemic, internet traffic grew exponentially due to distance working, learning and entertainment. Omantel, the country’s leading integrated telecom service provider, was flexible and agile in understanding evolving customer needs. Delivering on these needs was based on customer experience mind set and our experience listening platforms.
Technology-driven CEX requires investment as well as a personalised approach. Omantel’s leaders and implementing a CEX strategy that leverages VOC analytics and market intelligence using AI and voice biometrics for its well-designed and articulate customer experiences, keeping it friendly, helpful and Simple.
CEX reformed within the organization to focus on a very clear north star – to reliably deliver a personalized omnichannel and seamless CEX, as an enduring commitment to customers. Customer experience is not just a department at Omantel, but an important pillar of the company’s culture and second nature of every Omantel family member.
Omantel is the Sultanate’s first and leading integrated telecommunications services provider, enabling the digital society to flourish, allowing new ways of doing business and delivering a world of information, news and entertainment. While striving to ensure optimum customer satisfaction, Omantel plays a key social role to provide the required support and subsidy to all sectors of the Omani society.
