Nawras Telecom committed to customer service

Nawras Telecom, recently selected as Oman’s newest mobile service provider, has begun a rigorous customer service training program for 80 young Omani’s. These new Nawras recruits competed against an overwhelming number of applicants for their Customer Service positions. Over 6,000 CVs were received and assessed by Nawras.

Nawras places great emphasis on customer care, and has been extremely selective when interviewing staff for the 80 initial positions in the Customer Contact Centre. Each successful applicant will now participate in custom designed training courses for their new roles.

The training team selected to carry out this large scale project is “Minds in Motion” from
Belgium. With experience over 4 continents, they are excellently placed to deliver the superior standards of training Nawras requires.

“Minds in Motion” have created the training programs and will deliver them according to Nawras’ exact specifications and business processes. According to Carol Dagg, Director of the Nawras Customer Contact Centre, “We selected Minds in Motion for this important task as they are an exciting and professional organisation but above all, they know how to sell our philosophy in all they do.”

“We in Nawras are dedicated to our customers and this is reflected in our commitment to train our Customer Champions to set new precedents in efficient, friendly and personal customer service,” said Ross Cormack, Chief Executive Officer of Nawras Telecom.

After initial training programs, new recruits will experience an ongoing coaching and development program which encourages Nawras employees to learn and develop each week. Nawras is proud to offer an environment of positive learning and reinforcement of a job well done.

By the time of launch over 95% of our Customer Service staff and trainers will be Omani. This reaffirms Nawras’s stance in the Omani society as an important contributor to development of employment opportunities in the Sultanate. All of the staff will read, write and speak English, and have a solid educational background. The Customer Champions will be the Ambassadors for Nawras’s customer care philosophy of excellence and friendliness.

“Our strategy and philosophy of the Customer Contact Centre will revolve around our people.” said Carol Dagg, Director of the Nawras Contact Centre. “We believe that all people should and will be treated with respect. We want our customers to know that Nawras is easy to do business with and we care very much about our customers as people, rather than as just another number added to the customer base. We believe that our customers, our Customer Champions and all employees are at the beginning of an exciting and long lasting relationship.” she said.

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