Nawras has adopted the ResponseTek’s ‘Voice of the Customer’ Listening Platform. The company will receive real time insights and feedback from its customers.
In the first stage of the ‘Voice of the Customer’ programme, Nawras will be sending SMS surveys to all customers who contacted the Contact Centre each day, an average of 10,000 interactions daily. The feedback programme will be extended to all remaining touch points by the end of the year, including complaints, in store purchases, outbound calls payments and network queries.
Nawras will be able to evaluate the impact of products and services by analysing trends and usage data.
Amaal Al-Lawati, director at Nawras said: “Nawras is the first operator in the Middle East to go live with ResponseTek’s software, making us a leader within the Ooredoo Group and in the region. Since inception, customer service has been our driving factor and we have continued to invest in the latest technology and innovate service through different channels to deliver a caring and listening service for our customers. The new software gives us the opportunity to measure customer satisfaction during every interaction and identify potential new options that will improve the customer experience, deliver more value and provide a personalised service to all.”