Silah Gulf, a multi-award winning business process outsourcing (BPO) and customer experience provider serving the GCC region, has launched a specialist manpower outsourcing service.

Silah Talent will provide regional companies with call centre agents, team leaders and managers for their contact centres.

Using empirical data from the Global Contact Centre Benchmarking Report (Report) on strategic trends and operational performance metrics for the call centre industry, Silah’s CEO validated the critical market need for Silah Talent.

Joe Tawfik, CEO at Silah said, “The report shows that 50 per cent of existing call centres in the GCC expect to grow their operations in the upcoming months. While access to experienced team leaders was cited as the key drivers for a company’s success, the numbers also demonstrated that there is a shortage of good customer service agents, not just in the U.A.E, but around the region.”

“Using Silah Talent, companies will save time and money usually spent in recruiting and training staff in the essential skills required to operate a world-class contact centre operation.”

“As per the report, GCC contact centres are expanding and adopting new media channels very rapidly and are on a steep learning curve. Adoption of social media channels is being done in an innovative way, far ahead of global trends, and the region is unwavering in their investment of new technology.

"The effective management of these new media channels to generate positive customer experiences requires new skill sets from staff, and our specialist manpower solution is designed to specifically address this type of issue,” added Tawfik.

“Silah’s independent research also shows the region is lacking in the basics and is slow in implementing best practice methodologies,” Tawfik continued.

“While considerable investment has been made in importing new technology, there aren’t enough local people trained to operate and utilize the systems effectively. The report identifies that 35 per cent of GCC companies don’t empower their agents, which is significantly lower than the global average. This characteristic highlights the need for specialized call centre training. This is another gap Silah Talent will help fill.”

Silah’s training and development facility will provide the necessary expertise to Silah Talent candidates.

Providing regional job opportunities for trained U.A.E call centre agents, Silah Talent will help source employment opportunities for the youth and those returning to the workforce. Customers can now hire fully trained staff and take advantage of Silah’s best practice methodologies, a statement said. – TradeArabia News Service