Nawras customer care team moves to new home at Campus above Muscat Grand Mall
Muscat, 24 July 2012 – Nawras, Oman’s customer friendly communications provider, has successfully moved its entire customer care team to the Nawras Campus, without any impact on customer service levels. Two hundred Nawras Customer Champions have now made the move from the former main office in Azaiba to the new location on the second floor of the Tilal Building, above Muscat Grand Mall.
Handling a daily average of 10,000 calls from customers, the state of the art contact centre now features new equipment with larger screens, making it easier for Champions to review customer profiles and offer solutions more quickly. All monitors are connected directly to the main server to avoid the use of hard drives and maximise space efficiency.
“We have carefully planned this move to ensure a seamless transition and avoid any disruption to our customers. Small groups moved at a time so that calls could continue to be answered by Customer Champions and throughout the move, customers were able to experience the same excellent service they always expect from us without any hassle or delay,” explained Said Safrar, Chief Customer Experience Officer at Nawras. “Around 900 Nawras family members now occupy our new campus. Having everyone together makes it easier for different departments to communicate more smoothly and will help us reach decisions more quickly and discuss plans more easily. All this leads to us being able to deliver a better customer experience.”
He added, “From the time the first group of Customer Champions moved across to the new building, comments were being made that the atmosphere is livelier, the area is more spacious and the new location has better access, resulting in smoother shift changes.”
Nawras, a member of the Qtel Group, is committed to making communication a versatile and rewarding experience for customers and has kept that going throughout the move. Customers can continue to contact Nawras Customer Champions on 9501 1500 , send an email or fax, get in touch through the official Facebook page or Twitter feed or visit any Nawras store including the Azaiba store, where friendly professionals are always happy to provide any assistance.
About Nawras:
Omani Qatari Telecommunications Company SAOG was founded and registered in the Sultanate of Oman in December 2004. It launched its service in March 2005 as the challenger mobile operator in Oman operating under the name Nawras. Nawras was awarded the second fixed licence in Oman in 2009, and launched its international gateway in April 2010, its corporate fixed and broadband services in May 2010, and its residential fixed and broadband services in June 2010. Since 2010 Nawras has been an integrated services telecommunications operator and is currently serving around 2 million customers across the Sultanate. Following a successful IPO, Nawras is listed on the Muscat Stock Market (MSM) under the “nwrs” ticker since 1 November 2010. Nawras is majority owned by the Qtel Group and also has a number of significant Omani shareholders which ensures that the company is strongly integrated into the Omani society. Nawras has won a number of awards including Customer Service Excellence Award in Telecom Sector 2012 from Oman Customer Care Conference, Innovation in HR Strategy 2011 from Asia’s Best Employer Brand Awards, Outstanding Leader from TMT Finance Middle East 2011, Best IPO in the Middle East from emeafinance magazine and Strategic Leadership Award from Global HR Excellence Awards 2011.
About Qtel Group:
The Qtel Group is a leading international communications company, with a significant presence in the MENA region and Southeast Asia, and having a consolidated customer base of 83.4 million as of December 2011. It operates a portfolio of brands including Qtel, Indosat, Asiacell, Wataniya, Nawras, Nedjma and Tunisiana. The Qtel Group’s principle activities are mobile telephone services, broadband solutions, digital futures and fibre technologies, serving both consumer and business markets. Headquartered in Doha, Qatar, Qtel Group is ambitiously growing its global business on the basis of its insights into the needs of customers in emerging markets. Qtel Group’s ultimate parent company is Qatar Telecom (Qtel) Q.S.C., whose shares are listed on the Qatar Exchange and the Abu Dhabi Securities Exchange.
