National carrier Oman Air has completed a year-long extensive customised training initiative for its staff at its call centre in the Sultanate.

The training programme was done in partnership with Infoline, a specialist in process outsourcing services in Oman.

As Oman Air's call centre is the first point of contact for any Oman Air customer feedback call, and is considered a key strategic marketing tool to serve its customers, special emphasis on its quality was given top priority.

The training sessions conducted were aligned to the international business process outsourcing industry's training standards.

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

The final phase of the training activity was concluded with a successful outbound training programme with the objective of enhancing their advanced team management skills.

Serving 24 hours and seven days a week, Oman Air's customer services include reservations, ticketing and the Sindbad Frequent Flyer Programme among many others.-TradeArabia News Service