OPAZ launches interactive Call Centre in Oman

MUSCAT: The Public Authority for Special Economic Zones and Free Zones (OPAZ) has launched its Call Centre, which will handle all incoming calls and enquiries related to the services provided by various zones affiliated to OPAZ. The Call Centre aims at increasing the quality of the services provided to investors, and beneficiaries, facilitating communication process and ensuring that the necessary information is effectively communicated through prompt response to calls by allocating “1919” as a toll-free number for the centre. The Call Centre is equipped with a tracking system for service requests, enquiries and complains in accordance with performance indicators in addition to an interactive system.

HE Eng. Ahmed bin Hassan Al Dheeb, Deputy Chairman of OPAZ, said that launching the Call Centre will help in achieving the desired objectives of facilitating communication process with investors by providing an immediate response to their calls, communicating the required information and offering enhanced quality services. The Call Centre will be also connected to all free and economic zones and will provide the necessary guidance and clarification to all beneficiaries, businessmen, investors and entrepreneurs.

“OPAZ is keen to provide all facilities that contribute to achieving highly efficient and quality services to investors, whether local or international, stressing the importance of qualifying the Call Centre team with sufficient information and tools that ensure smooth performance and speedy response to the service enquires, which will cover all zones affiliated with OPAZ”, Deputy Chairman of OPAZ commented.

In addition to its role in responding to enquiries whether by call or e-mail, OPAZ Call Center has smart electronic interactive procedures, as it takes direct and immediate measures in responding to service requests or reporting incident. The Call Center responds by recording the internal interactive electronic request, then transfer it to the concerned in various zones. It tracks the service request flow until it is completed to ensure the quality of the service, OPAZ Call Center responds by calls, SMS or email.

OPAZ Call Centre operates from 8 am to 8 pm, unlike before where the calls and enquires were received during the official working hours only. The Call Centre team have been trained and qualified to be able to respond to all incoming calls and were provided with all relevant information and data and qualified to track the flow of the service request. The Call Centre applies the state-of-the-art technical system to ensure enhanced quality and speedy response to requests and enquires.

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