Oman Air call centre staff graduate after a year long training programme

The programme was delivered in partnership with Infoline LLC, which specialises in call centre and business process outsourcing services. As Oman Air’s call centre is the first point of contact for many Oman Air customers, and is considered a key strategic marketing tool, special emphasis was placed on achieving the highest quality of service. The training sessions were aligned to the international business process outsourcing industry’s training standards. 

The various phases of the training programme included conducting a comprehensive skill gap analysis, providing focused training in the areas of customer orientation, positive communication, telephone skills and etiquette, listening skills, selling skills, customer complaints and how to handle dissatisfied customers.

However, the highlight of the programme for many staff was the role play phase, during which participants were recorded on video and then shown how they handled a range of situations, enabling trainees to identify the gaps in their knowledge and improve their performance. In addition, relevant training-related videos were shown, to help reinforce specific areas of learning.

The final phase of the training activity was concluded with the completion of a very successful outdoor training programme, which aimed to enhance advanced team management skills, and which was thoroughly enjoyed by the trainees.

Oman Air chief executive Peter Hill, attended the graduation ceremony and presented certificates to the staff who participated in the programme.