Nawras salutes Outstanding Performance by Customer Champions of the month

Nawras, the Sultanate’s customer-friendly communications provider, announced that Khalfan Al Mahrazy and Jassim Al Zadjali are the November 2006 ‘Nawras Customer Champions of the Month’, as a result of votes cast by the company’s 200 professional Customer Champions. Manning the phones round the clock at the Customer Service Centre, 365 days a year, Customer Champions live by the company values of being ‘caring, excellent and pleasingly different’. They consistently give high quality service in all aspects of their work, which includes the achievement of answering 80% of all calls within 30 seconds, an enviable standard to reach, for any call centre in the world. Whilst it would be true to say that all the Customer Champions are stars in their own right, there are those individuals who at certain times stand out prominently from the rest by exceeding customer expectations in a variety of interesting ways. Each month, Nawras Customer Champions choose to single out two of the brightest stars to be recognised for their special contribution.

The duo of November winners included Khalfan Al Mahrazy, a communications expert who was recently awarded top marks for his outstanding performance during monitored telephone calls. Nawras regularly analyses customer interactions to maintain high standards for training purposes and Khalfan demonstrated great communication skills which contributed to enhancing the customer experience. On a daily basis, Khalfan handles a minimum of 120 calls and even with this volume, all his monitored calls were of a very high standard, one of the reasons Khalfan is a role model for new employees. Adding an exceptional gleam to his star is the fact that he is also a great team player, enjoying excellent relationships with his colleagues. Jassim Al Zadjali, another highly-active individual, was selected for his contribution to several projects earmarked by his supervisors to receive his expert attention. He demonstrated his personal communication skills by discussing his projects with different departments before putting forward some great new ideas in relation to communicating the benefits of the wireless Nawras Internet product. The improvements he suggested will be of benefit to customers enjoying Nawras Internet in the office, at home or when on the move.

“I am proud to have been selected for this recognition by my peers because I know that every individual member of the Customer Service Centre enthusiastically gives pleasingly different service everyday,” said Khalfan Al Mahrazy. He continued, “To be chosen as Customer Champion for November along with my colleague Jassim, is a great honour. I enjoy the time spent talking to our customers and look forward to continuing to help both existing customers and other people considering joining Nawras, the fastest growing family in Oman.”

Jassim Al Zadjali reiterated the sentiments expressed by Khalfan and added, “Our work is always interesting and we already feel rewarded when we know that our customers are receiving friendly, professional attention from Nawras. To receive this extra acknowledgement of our efforts is putting icing on the cake and I really appreciate the votes cast for me by my colleagues. Nawras is growing so quickly that we have many opportunities to talk to new or potential customers and I particularly enjoy introducing them to the many advantages that Nawras customers can enjoy.”

The Customer Champion recognition scheme was introduced soon after the company was launched, and since then everyone in the department has participated in the monthly ballot to nominate the colleagues that they believe deserve to be rewarded. This acknowledgment contributes to the highly motivated and impressively productive atmosphere present in the Customer Service Centre and helps to bring out the very best in each individual. With Nawras looking to become the employer of choice in Oman, it is important to build on this solid foundation for the future. Each of the 200 Customer Champions has their own personal development plan, an encouragement for each member of the team to build up their expertise and experience and assume more responsibility, in order to progress in the future. Over half of the Customer Champions have joined Nawras with diplomas or degrees and have gone on to contribute their own information technology designs to further improve the customer-friendly interactions that have been proudly exhibited by the company from day one.

Jette Blankholm, Director, Customer Service, Nawras, said, “I am delighted that the hard work and great initiative shown by Jassim and Khalfan, has been recognized by their colleagues. They deserve to be commended for their efforts and we are all very pleased for them. I believe that one of the reasons that Nawras has welcomed more than 500,000 customers and achieved over 30% market share is the experience that customers enjoy when they call the Customer Service Centre with a question, and find it answered in such a friendly, efficient and professional manner. Our response time is fast and we handle customer queries in an efficient and quick manner, despite the fact that the phenomenal growth in the Nawras customer base has heavily increased the volume of calls to our Customer Service Centre. We are all proud of our fast response and our reputation for pleasingly different service.”

Nawras operates the Customer Service Centre with a 99% Omani team and in total the company currently employs over 80% of its nearly 500 employees from the local workforce. It is no surprise that Nawras has changed the telecommunications landscape in Oman by taking the time to listen to customers and by providing great value, pleasingly different service and excellent quality, as demonstrated by the professionals in the Customer Service Centre.

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