Orange Jordan, the sole integrated telecom operator in the Kingdom, recently announced two new developments related to its mobile phone call center; the launch of a new interactive voice response (IVR) system and the partial outsourcing of call center traffic to Crystal Call, a specialized call center management company. The announcement was made during a press conference headed by Nayla Khawam, Orange Jordan’s CEO, and attended by Khalil Alami and Ramez Kalice, Chairman of Crystal Call’s Board of Directors and its CEO respectively. The conference was also attended by a number of officials from both companies and journalists from local media outlets.
Khawam remarked that Orange Jordan’s effort to enhance the call center further strengthens the company’s reputation for excellence among Jordanian consumers. The upgrade of the call center marks a continuation of Orange’s commitment to increasing its competitiveness, logistic capabilities, and customer care. According to Khawam, customers will receive new and better telecom services and solutions that meet their different needs, 24/7, thereby enriching their experience and raising their level of satisfaction. The new IVR system - initiated in collaboration with Crystal Call company – is expected to contribute to these goals.
Khawam highlighted that the collaboration with Crystal Call is a part of Orange’s outsourcing strategy, helping the company enhance its performance in the area of primary services, reduce operational cost, and create job opportunities. Orange will supervise the 67 new employees hired as a part of the call center expansion in collaboration with the ITN and Sales and Customer Service Business units. Khawam noted that the expansion is part of the Emtiyaz program, an Orange Jordan initiative which aims to set the standards for excellence in Jordan’s telecom market.
Following the conclusion of the agreement with Crystal Call, Saed al-Khaldi, Chief Commercial Officer for the Sales & Customer Service Business Unit, pointed out that, “This expansion will help us process more calls at the customer care center, which now number almost 31 million calls per year. More staff members taking calls mean reduced time responding to our customer’s inquiries and requests. Our agreement with Crystal Call comes after an intensive tendering process, and they were able to prove that they had what it took to provide the best possible service for our customers.”
Ramiz Kalice, CEO of Crystal Call, expressed his delight in signing the agreement with Orange Jordan. Kalice pledged that Crystal Call would be able provide all of the services necessary for managing the call center, applying international standards to ensure satisfaction.
Orange Jordan launched the Emtiyaz program last year with goal of increasing customer service quality - in part by reducing waiting time at customer support call centers and improving problem solving capabilities by its staff.