Nawras, Oman’s customer friendly communications provider, has successfully moved its entire customer care team to the Nawras Campus, without any impact on customer service levels. Two hundred Nawras Customer Champions have now made the move from the former main office in Azaiba to the new location on the second floor of the Tilal Building, above Muscat Grand Mall.
Handling a daily average of 10,000 calls from customers, the state of the art contact centre now features new equipment with larger screens, making it easier for Champions to review customer profiles and offer solutions more quickly. All monitors are connected directly to the main server to avoid the use of hard drives and maximise space efficiency.
“We have carefully planned this move to ensure a seamless transition and avoid any disruption to our customers. Small groups moved at a time so that calls could continue to be answered by Customer Champions and throughout the move, customers were able to experience the same excellent service they always expect from us without any hassle or delay,” explained Said Safrar, Chief Customer Experience Officer at Nawras. “Around 900 Nawras family members now occupy our new campus. Having everyone together makes it easier for different departments to communicate more smoothly and will help us reach decisions more quickly and discuss plans more easily. All this leads to us being able to deliver a better customer experience.”
He added, “From the time the first group of Customer Champions moved across to the new building, comments were being made that the atmosphere is livelier, the area is more spacious and the new location has better access, resulting in smoother shift changes.”
Nawras, a member of the Qtel Group, is committed to making communication a versatile and rewarding experience for customers and has kept that going throughout the move. Customers can continue to contact Nawras Customer Champions on 9501 1500 , send an email or fax, get in touch through the official Facebook page or Twitter feed or visit any Nawras store including the Azaiba store, where friendly professionals are always happy to provide any assistance.