Infoline

INFOLINE (infoline.com) is a vision shared by the joint venture partners Bahwan CyberTek, Omantel and PEIE. It is a customer contact centre based at Knowledge Oasis Muscat, Sultanate of Oman. INFOLINE contact centre is dedicated to providing a complete spectrum of IT enabled services to it's customers in the Gulf and other regions. INFOLINE provides integrated customer care solutions through voice, – inbound and outbound, and multimedia – web based and back office services round the clock to it's global customers.

Infoline Offerings

INFOLINE provides the following services to it's customers:

  • Contact Centre Operation
    • Inbound and outbound telemarketing
    • Customer help desk
    • Technical support
    • Information collection and dissemination
  • Back office Operations
    • Translation and transcription services
    • Payroll and HR
    • Accounting
    • Data Digitization
    • Virtual Offices
  • Management Consulting
    • Technical consulting & gap analysis for new and existing contact centers
    • Operations consulting
    • Manpower consulting
    • Call centre quality consulting
    • Process Migration
    • SLA definitions
  • Infrastructure Leasing.
    • Hosted IPCC solution with secured network and 24 X 7 support helpdesk
  • Training Services
    • Call Centre Specific
      • Language
      • Voice and Accent
      • Soft Skills
      • Culture & Etiquettes
      • Personality development
    • Corporate Trainings
      • Language, Culture & Etiquettes
      • Personality development
      • Motivation / Positive thinking
      • Leadership & Team building
      • Management & IT skill

The Team

The core team consists of Information Technology, Marketing, Training, Quality and Human Resources professionals with extensive experience and exposure in providing value added, high quality and cost-effective solutions strategically using cutting edge technologies.

The Technology

At INFOLINE, technology is an enabler of competitive advantage, and not just as a source of business.

The technology utilized for the contact centre is CISCO Hosted IPCC. The technology supports various channels of interaction viz., telephone, fax, live web chats, emails and web collaboration. The architecture supports multiple customers. The novel concept of remote call centers is possible using the current architecture and systems.

Technology partnerships with Cisco, HP and Bahwan CyberTek are the foundation for the strong technology competence of INFOLINE.

Key Elements Of Infoline

To handle the operations of INFOLINE the key elements introduced are:

i. Process Migration: The requirements of the organization are mapped and a process flow diagram is worked out. A detailed script is prepared and Frequently Asked Questions (FAQ) are drawn to assist the agent. Critical to Quality (CTQ) is also framed. FAQ and CTQ are tools which the agent uses to ensure that the delivery is as per established norms and it is ensured that any deviation is minimal.

ii. Quality, training and people management: We at INFOLINE believe that the key selling point in the call centre business is cost-effectiveness, however the clients as well as end-customers are concerned about the quality of services.

ii. a. Quality
The Quality movement in INFOLINE is spearheaded by the leadership team to ensure total commitment to customer satisfaction. The quality team is taking the lead as a catalyst for developing quality in all activities of INFOLINE. The objective of the quality department is to bring a culture of excellence to INFOLINE. Hence, quality extends beyond the realm of operations into all the functions of the company.

ii.b. Training Program
The objective of Infoline’s training program is to build a comprehensive skill set for the Customer Relationship Associates (CRA)/agents. Each training module is continuously assessed and updated. The training programs are conducted by experienced and qualified trainers. Throughout the training process, the performance of the trainee is rated and monitored.


To know more about this offering, CLICK HERE