LABBIKTELECOM Oman Vision 2040
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Contact centre operations · Muscat

Every call answered.
Every voice heard.

We run contact centres for organisations across Oman — staffed, trained and measured, on every channel your customers use.

Talk to our team See how we operate

01 — Services

What we run for you

Contact centre operations

Full or partial operation, at your premises or ours.

Outcome: one accountable team

Inbound customer care

Enquiries, complaints and service requests, handled to agreed service levels.

Outcome: shorter waits

Outbound & campaigns

Follow-ups, reminders, surveys and sales campaigns, run from one floor.

Outcome: fewer missed follow-ups

Customer-experience measurement

CSAT, NPS and CES programmes that turn conversations into decisions.

Outcome: decisions backed by your customers

Staffing & Omanisation

Recruiting and developing Omani talent for customer-facing roles.

Outcome: a stable, local team

Operations advisory

Gap analysis, operating models and process redesign for service teams.

Outcome: a clear operating model

02 — Operations

One floor. Seven teams. One signal.

Every contact passes through the same chain, so nothing is lost between teams.

  1. 01

    Routing & IVR

    Every contact reaches the right queue the first time.

    receive → classify → queue
  2. 02

    Customer care

    Trained agents on voice and digital channels.

    greet → verify → resolve
  3. 03

    Technical support

    Second-line support for issues that need depth.

    diagnose → fix → confirm
  4. 04

    Outbound team

    Campaigns, follow-ups and callbacks.

    dial → reach → follow up
  5. 05

    Workforce management

    Forecasting and scheduling against live demand.

    forecast → schedule → adjust
  6. 06

    Quality assurance

    Calls and chats reviewed against a written scorecard.

    sample → score → coach
  7. 07

    Reporting & insight

    Daily dashboards, for you and for us.

    collect → report → improve

03 — One case, start to finish

Follow one message across the floor.

  1. Received on WhatsApp
  2. Classified: appointment change
  3. Routed to the care team
  4. Resolved in the same conversation
  5. Quality-scored and logged
Illustrative example

Hello, my appointment was moved and I didn't get a new date.

intent: appointment_change · priority: normal

queue: care · skill: EN

Sorry about that. I've booked you for Tuesday at 10:00 and sent the confirmation.

QA 6/6

04 — Channels

Wherever your customers start, we pick up.

  • Voice
  • WhatsApp
  • Email
  • Live chat
  • SMS
  • Social
LABBIKOne history per customer, across every channel.

05 — Quality & training

Trained to a standard. Measured every day.

  • Training built on the COPC model
  • Written scorecards for every channel
  • Calibration sessions with your team
  • Monthly CSAT · NPS · CES reporting
See the measures we report on
Quality scorecardExample
  • Greeting and identification
  • Customer verified
  • Need understood first time
  • Correct resolution
  • Clear next step agreed
  • Courteous close, record updated

0/6

06 — How we start

Five stages from first call to daily operation.

  1. 1

    Discover

    Your volumes, channels, hours and pain points.

  2. 2

    Design

    Processes, scripts, scorecards and reports.

  3. 3

    Recruit & train

    A team selected and trained on your service.

  4. 4

    Pilot

    A measured pilot before full launch.

  5. 5

    Run & improve

    Daily operation, monthly reviews.

Regional ambition

From Muscat, for the Gulf.

Our aim is to be the preferred contact-centre partner in Oman and across the GCC — built on the way we already work in Muscat.

  • One language with your customers

    Arabic and English, with the tone each market expects.

  • Local rules first

    Each country's data-protection and telecom rules shape how a programme is set up.

  • The same standard everywhere

    One way of training, measuring and reporting, wherever the customers are.

Plan a programme in the Gulf
MuscatRiyadhAbu DhabiDohaManamaKuwait City
Schematic. LABBIK operates from Muscat today; the map shows where we aim to serve.

Plan before you call us.

Staffing calculatorHow many agents does your volume need? Service readiness checkEight questions, an instant view of where to start.

Public sector

Contact centres we run for government

Build a career in customer experience

Agents, team leaders, quality analysts and trainers — with structured training from day one.

Register your interest

Tell us about your customers.

Someone from our team will get back to you.

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