Muscat, 11th July 2011: As part of its drive to further enhance the customer experience, Oman Air, the national carrier of the Sultanate of Oman, has just completed a year-long training programme for call centre staff in the Sultanate. The programme was delivered in partnership with Infoline LLC, which specialises in call centre and business process outsourcing services.
As Oman Air’s call centre is the first point of contact for many Oman Air customers, and is considered a key strategic marketing tool, special emphasis was placed on achieving the highest quality of service. The training sessions were aligned to the international business process outsourcing industry’s training standards.
The various phases of the training programme included conducting a comprehensive skill gap analysis, providing focused training in the areas of customer orientation, positive communication, telephone skills and etiquette, listening skills, selling skills, customer complaints and how to handle dissatisfied customers.
However, the highlight of the programme for many staff was the role play phase, during which participants were recorded on video and then shown how they handled a range of situations, enabling trainees to identify the gaps in their knowledge and improve their performance. In addition, relevant training-related videos were shown, to help reinforce specific areas of learning.
The final phase of the training activity was concluded with the completion of a very successful outdoor training programme, which aimed to enhance advanced team management skills, and which was thoroughly enjoyed by the trainees.
Mr. Peter Hill, CEO of Oman Air, attended the graduation ceremony and presented certificates to the staff who participated in the program.
Oman Air’s call centre plays a significant role in enhancing the customer experience and to ensuring the sustainability of the airline’s image and reputation. The call center serves as a single platform to give easy access to advice and information for its customers, including reservations, ticketing and the Sindbad Frequent Flyer Program.
