2. “Led by experienced professionals, we tailor
customer experience (CX) solutions to SUIT you.”
PREMIUM CUSTOMER EXPERIENCE
SOLUTIONS PROVIDER
Headquartered in the Kingdom of Bahrain, SILAH GULF was launched in 2009 as a
Joint Venture in the Middle East region by Bahrain’s Information & eGovernment
Authority and UK based Merchants (Dimension Data) with operations in Bahrain,
Kuwait and Saudi Arabia.
We are a gateway to a network of BPO, training, consulting and technology
experiences and best practice that spans the globe. Our operational centers expand
from the GCC to South Africa offering multilingual capability and various skillsets
supporting our client contact experiences. We are multi-award winning customer
experience specialists with 35 years of success in customer management, over 3000
contact centre projects delivered worldwide and a network of 6,000 skilled people. In
the GCC we operate with a workforce of over 900 professionals supporting clients
throughout the region in the Telecom, Banking, Government, Retail, FMCG and Travel
industry.
At Silah we are passionate about our people and take pride in
what we do. Our ability to attract the best talent, coupled with
our rich history of success and innovation across different
industries is what differentiates us in the service industry.
We are in the people business. Customer Experience is not
about cost reduction and efficiency alone. It’s about extending
the capabilities of your company and its people beyond the
traditional boundaries of your organization and creating
unparalleled customer experiences using the right partner.
We take a consultative yet pragmatic approach with real world
Ricardo Langwieder - Görner, CEO
operational experience. We provide premium customer experience solutions
starting from advising our clients how to transform their customer experience
infrastructure, to training and certification, the provisioning of the right technology
solutions and actually running our clients customer service operations end-to end.
3. CUSTOMER EXPERIENCE MANAGEMENT
Providing a consistent brand experience across all channels is what
we strive to achieve in delivering services. We understand the
importance and value of customer retention as compared to customer acquisition;
this is why we view every interaction as an opportunity. Our service delivery
follows quality processes as designed by COPC which drives our consistent high
quality service as shown in our CSAT (Customer Satisfaction), VOC (Voice of the
Customer) and NPS results.
We are passionate about
Telesales & Marketing
• Campaign Management
• Telesales
• Telemarketing
• Social Media
• Mystery Shopper
• Loyalty Management
• After Sales Support
• Market Research
• Surveys & Lead Generation
Back Office and Reporting
• Forms Processing
• Document Management
• Data Cleansing
• Big Data & Data Analytics
Contact Centre Outsourcing
• Customer Care
• Collections
• Complaints Management
• Retentions
• Order Management
• Payment Processing
• Technical Support
• Direct Sales
• Cross/Up Selling
• Helpdesk
• Application Support
• Infrastructure Outsourcing
• Consulting
• Cloud Solutions
• Omni-Channel Services
CUSTOMER EXPERIENCE
TECHNOLOGY
We customise and integrate various technology tools to achieve
streamlined operational excellence. With the introduction of social CRM, big data
and analytics, we give clients deep insight into understanding their customer’s
needs and behaviours from which the customer experience process can be
calibrated to further enhance and innovate at all touchpoints.
• Robotics and Automation
• Voice Biometric Solutions
• Cloud Technology
• Customer Experience Solutions
• Manage services
4. SILAH TRAINING CENTRE
Our people are our greatest asset - We know it and we build on it.
E-learning, certifications, career developments and targeted trainings
to enrich and update knowledge required to deliver to the brand promise our
clients envision. Reduced attrition, better service and increased customer loyalty.
• Professional Certificate - CX /Engineering
• Career 360 degree Dimension Appraisal
• Talent management
• Consulting Services
Customer Experience
A Certified Outsourcing Specialist in Customer Experience has the knowledge of
Customer Experience processes and concepts and the capability necessary to
perform tasks and deliver exceptional service at a basic entry-level of proficiency
in the customer experience domain of the outsourcing industry.
MicroStation
This course is ideal for those who start their work using MicroStation and its set of
tools as well as those who need to enhance their skills in fundamental tools and
techniques available in MicroStation. The course would enable you to build solid
foundation in concepts, tools and features available in the MicroStation drawing
environment.
CUSTOMER EXPERIENCE
CONSULTING
With our highly experienced and specialised professionals across
market verticals including telecom, travel, financial, retail, government and online,
Silah employs various contact centre assessment and development methods to
create value in an objective, collaborative, structured and outcome driven
approach. From contact centre migration, DBOT (design, build, operate & transfer),
benchmarking, multiple centre design & development to full customer experience
touchpoint strategy, our services are unique and our people are consultants with
real operational experience.
• CC Operating Model Design
• Benchmarking
• Best Practice Methodologies
• Customer Experience
• Efficiency
5. Silah has retained 100% of its clients since
inception, it has achieved recognition for its
accomplishments regionally and globally with a
host of awards spanning the organiSation.
over 30 Industry
Awards won
MOST TALENTED LEADERS
(OUTSOURCING INDUSTRY)
ASIAN OUTSOURCING LEADERSHIP
AWARD
MECC – BEST AUDITED CUSTOMER
SATISFACTION PROGRAMME
SAMENA – BEST INNOVATIVE
CUSTOMER SERVICE
BEST TECHNOLOGY IN 2014, MIDDLE
EAST CONTACT CENTRE AWARDS
BEST MIDDLE EAST GOVERNMENT CALL
CENTER AWARD
UNPAN-THE UNITED NATIONS PUBLIC
SERVICE AWARD
BEST OUTSOURCING SERVICE PROVIDER
IN 2016 MINISTRY OF LABOUR,
KINGDOM OF BAHRAIN
VIVA BAHRAIN AS BEST CEM LOYALTY
PROGRAM IN 2014, MIDDLE EAST
CONTACT CENTRE AWARDS
NATIONAL CONTACT CENTER AS BEST
MEDIUM CALL CENTER IN 2014, MIDDLE
EAST CONTACT CENTRE AWARDS
6. Tel: +973 17 155 200, Fax: +973 17155222
Level 8, Building 114, Block 304, Al Khalifa Avenue, Manama
E-mail: solutions@silah.bh, www.silah.bh
Bahrain
Saudi Arabia
Kuwait
South Africa
