Said Safar, Director of Customer Service
Nawras, Oman’s customer friendly communications provider is delighted to have appeared on the shortlist for two categories of the Customer Service Excellence Awards held recently in Doha, Qatar. Nawras reached the final selection for both Best Contact Centre and Best Customer Service Initiative.
After receiving the exciting news, Said Ahmed Safar, Director of Customer Service, said, “Nawras is committed to continuously enhancing every aspect of customer experience and this recognition of our efforts is fantastic. We constantly strive to delight our customers with products and services that are designed to meet their communications needs in a pleasingly different way.”
A member of the Qtel Group, Nawras remains firmly focused on customers while delivering great value mobile services and broadband internet. As a matter of routine, all elements of new products and services are tested thoroughly before launch to ensure they are easy to understand, conveniently available and simple to use.
Hosting a recent Customer Relationship Management forum in Muscat gave Nawras the opportunity to take Qtel Group delegates to see its award winning multi-media contact centre. Manned by a team of more than 230 Omani Customer Champions, assistance is provided around the clock for customers enjoying Nawras mobile services as well as plug and play Home Broadband internet with free voice landline.
Maintaining a consistently high level of customer service is combined with a desire to improve which is more easily achievable with a stable team growing daily in experience. Nawras is proud to have recorded a turnover of only 1.7 per cent in its contact centre over 2010. During the same period, a number of Champions were promoted into new positions within the Nawras family and more than 35 spent time in other departments on enriching rotation programmes. Such movements help to keep the culture of customer service active and aligned throughout the entire company as well as ensuring that valuable know-how is shared.
In order to get closer to customers, Nawras encourages and welcomes feedback which is constructively used in decision making throughout the company. Comments can be given to Nawras Customer Champions on 1500 or left on the website by visiting www.nawras.om and selecting ‘contact us’. Alternatively, customers can visit any one of the 24 Nawras Stores nationwide to speak to one of the friendly professionals.
In 2010 Nawras won Customer Service Provider of the Year from CommsMEA, for the second year running. Previously, Nawras was named Middle East Call Centre of the Year by INSIGHTS and won the judges award for ‘Above and Beyond the Call of Duty’ at the World BSS Awards.