NBO Celebrates Major Award Win for Contact Center Head Shamsa Al Habsi

National Bank of Oman (NBO) has announced that its Head of Telebanking, Shamsa Al Habsi, has been named Best Contact Center Leader 2020 in Europe, Middle East and Africa by Contact Center World in its annual Top Ranking Performers Awards. Announced in an online ceremony, the awards celebrate world-class practices and professionals in multiple industries. Shamsa has transformed NBO’s contact centre concept from a traditional one to a digital one, while continuing to maximise customer experience .

Abdullah Al Hinai, Chief Executive Officer of NBO, said, “We are extremely proud of Shamsa and the explementary leadership she has displayed. Such accolades are a testament to the high caliber, passionate and dedicated people we have at the bank, who are committed to building a sustainable future for NBO . Our people are at the heart of what we do and we will continue to foster them, especially our young Omani workforce, to reach their full potential, open opportunities for them to shoulder more responsibilities and participate in making our bank a success.”

Having worked at the bank for more than twelve years, and headed the contact centre for the last two, Shamsa is credited with implementing a range of key projects including an abandoned calls call-back campaign, dedicated lines for the outbound team and inbound lines, moved to new premises for a better working environment, as well as implementing coaching sessions and rewards and recognition programmes for its growing team.

Shamsa added, “It is an honour to have been recognised with such an award. I feel very lucky to be part of a dynamic and positive team culture, who carry out their work to world-class standards. With their support, we have been able to implement the latest practices, cutting-edge service techniques and innovations, while continuing to demonstrate that our customers are our all-time priority and we are their Channel of Choice. This could not have been achieved without the support of my team and I would like to thank them for helping me be the best leader possible.”

Now in its 15th year, the Contact Center World Top Ranking Performers Awards is a global awards programme devoted to the contact centre and customer experience industry. More than 1,500 entries from organisations and individuals in 50 nations were submitted this year alone.

First launched in 1998, NBO’s Contact Centre has undergone a number of recent enhancements to streamline operations and increase efficiency, as well as brand-new state-of-the-art premises. Today, it plays a pivotal role in the bank’s digital transformation strategy. Agents are equipped to manage a variety of customer requirements, including banking and transaction needs (such as account opening, transactions, salary credits, debit cards, remittances), borrowing needs (including loans, credit card payments, activation services), as well as the investment opportunities and protection options offered by the bank. The department also manages video banking facilities which includes, but is not limited to, cash transactions even after business hours. Having achieved 90% positive feedback in its most recent customer satisfaction survey, the Contact Centre is the result of the bank’s commitment to delivering an overall exceptional experience that makes its customers’ lives easier.