As part of the digital transformation in the country, Ooredoo Oman has expanded the role of the Customer Service Champion, investing in training their Contact Centre staff to go digital.
Now, as well as interacting through the Contact Centre, the new Digital Champions can serve customers through social media channels such as Facebook, Twitter, Ooredoo’s Live Chat and WhatsApp. The new Champions have been trained on the necessary skills to handle clients across online portals. This initiative is in alignment with the Ministry of Manpower to enhance Oman’s talent pool and prepare the youth to face the increased demand for digital services.
Throughout the year, all current Champions will receive training on how to handle customers on social media, for Ooredoo making every internet experience more enjoyable, says Ooredoo.
Ian Dench, CEO, Ooredoo Oman
Today, customers increasingly prefer to engage with us or contact us through social media. We are therefore expanding the role of all of our Contact Centre staff to include all forms of social media. This new Digital Champion role is a first for the Sultanate.
