“Since the launch about two years ago, Silah Gulf achieved many development strides and opening up of new offices across the Gulf region signals towards achieving profitability soon,” Al Qaed told a Press conference.
“Since its inception in 2010, the company launched operations in Kuwait, then UAE and we are also looking at expand into Kingdom of Saudi Arabia and Qatar by the beginning of 2014” AlQaed said.
Touching upon the latest developments in Silah’s current operations and its future action plans, AlQaed expressed his appreciation for Bahraini human resources.
“Silah enjoys the 100% Bahrainisation with 470 employees offer the governmental services and 67% in other centers in Bahrain and outside the Kingdom,” he said adding that Silah would provide specialized training to more Bahrainis at Silah’s Academy.
“Silah Academy has contributed in empowering highly qualified employees and enabled them to serve in various contact centers particularly Silah Gulf has already trained Bahrainis and appointed them in the Company. The Company has an ambitious plan to cooperation with Tamkeen to train more Bahrainis to be employed in ever- increasing call centers sector in the Kingdom of Bahrain and across other GCC Countries.”
According to Al Qaed the National Contact Center (NCC) succeeded in delivering more than 250 government services around the clock, available on a 24×7 basis since 2012.
He also added that the increase of several ministries will be placed in our next action plan whose services are to be delivered online through the Center with a support of no less than 20% of all governmental entities, and 60% of the private sector services.
“All of our clients have come to realize that our effective customer experience management methodologies have a direct positive impact on business growth, taking into consideration that we achieve right now a rate exceeding 80% for level of service delivery , answering all phone calls within less than 20 seconds ,” AlQaed, added.
“We strive to improve the indicators, and Silah Gulf’s constant reliance is made on innovation, and this is clearly seen in our shift toward a visual contact center, along with the provision of advanced services such as self-services, chat and monitoring social media networks,” AlQaed, said.
Al Qaed pointed out Silah Gulf is keen to enhance eParticipation by opening several channels of communication with the people, including social media network and the contact center, stating that more than 10 million interactions were conducted by direct contact and social media networks and through several channels. The Company will focus in its upcoming stage on how to invest successes made in the course of its business, and Silah Will enhance its leadership position with a view to achieving its ambitious goals towards excellence.