BankDhofar’s Customer Engagement Hub interacts with customers 24/7
In translation of its endeavor to offer the best customer experience, BankDhofar provides proactive calling service via Interactive Voice Notification (IVN). Being the first bank in the Sultanate to provide this innovative service, BankDhofar aims to be in touch and engaged with its customers around the clock.
The proactive calling service provided by BankDhofar’s Customer Engagement Hub, through the Interactive Voice Notification (IVN) system, assists customers proactively in cases of exceeding ATM pin entry attempts, to reset their PIN, forgetting Mobile Banking App password, reset their password, attempting to withdraw or swipe more than the debit card daily limit and increase their daily ATM and POS limit.
Commenting on the service, Abu Baker Karim Al Balushi, Head of Digital Banking at BankDhofar said: “At BankDhofar, we pay great attention to our customers’ satisfaction. We understand that engaging with the customers 24/7 is crucial to guarantee their satisfaction. Thus, we have taken this concept even further, where we approach our customers before they approach us by calling them to lend them help in various scenarios. We are proud to be the first bank in the Sultanate providing this service, and our team will continue their efforts to provide further innovative services and products.”
BankDhofar constantly endeavors to promote positive communication and retain a sustainable relationship with its customers. Through the Customer Engagement Hub, the Bank provides significant benefits to customers by offering services around the clock, including Self-Services such as Interactive Voice Response (IVR), Interactive Voice Notification (IVN) Call Centre agents, among other functions to build meaningful communication with the customers.
In addition to the IVN service, BankDhofar’s IVR system enables customers to handle their own simple operations over the phone. The facility provides a number of exclusive services including, mobile top-up, unblock debit card, re-issue and re-set of Debit Card pin, statement inquiry, cheque book request, bill payments, and many other prompt services. The IVR system contributed to boosting customer experience and enhancing their satisfaction level, by minimizing the call duration, as customers get a faster response to their query.
Being one of the best banks in the region, BankDhofar has prioritized providing a convenient banking experience since its inception, putting technology and innovation at the core of its strategy to improve the experience of its customers. Customers may conduct their transactions at ease and round-the-clock through highly-secured and user-friendly digital banking channels. Following best international banking practices, provision of outstanding customer experience, in addition to its commitment to community development and contribution to the growth of the national economy, has placed BankDhofar at the top of the list of best banks in the region.
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