Oman Financial Services Authority signs contract for integrated public contact centre to unify complaints and inquiries

The Oman Financial Services Authority has signed a contract to operate an integrated Contact Centre that will centralise communication with the public on the non-banking financial sector it supervises. The centre is intended to make access to FSA services easier and speed responses to inquiries, complaints and reports, while guiding individuals and institutions to the appropriate electronic services. The project forms part of the authority’s plan to unify complaint and inquiry channels through technology used to receive, manage and track requests. The Contact Centre will handle general inquiries, follow up on complaints and reports, and provide support on FSA services. It also includes trained personnel, a knowledge base for frequently asked questions and defined procedures for handling requests in line with international contact centre management practices.