Silah Gulf, a customer experience solutions provider, plans to expand its network of clientele across the region over the next three years, offering 1,500 job opportunities to Bahrainis, the company’s chairman said.

The company will also train larger numbers for the purpose of supplying the Bahraini market with qualified national workforce within the contact center service sector and Business Processes Outsourcing (BPO), added Mohammed Ali AlQaed.

He was speaking at a press conference held yesterday (June 4) with the attendance of Silah Gulf CEO Ricardo Langwieder-Goerner along with a number of members of the Board of Directors and officials in Bahrain.

AlQaed declared that the company has succeeded in achieving all of its Key Performance Indicators (KPIs) which have been launched since its establishment.

The company has exceeded its first performance indicator which aims at employing 250 employees by reaching over 500 employees with the end of the fifth year; together with 800 employees during six years. Silah has also contributed in supplying the labour market with 700 trained employees to become of the largest 20 companies that employ Bahrainis during a record period of only six years.

In addition, AlQaed expressed his pride with the company’s high percentage of Bahrainisation which has amounted to 70 per cent, where more than 95 per cent is within the National Contact Center. The number of staff has reached up to 809 employees with 70 per cent being males and 30 per cent females; where females represent a percentage of 50 per cent amongst the executive management positions.

He also explained that most private sector companies, which have reached such a large number of employees, have been established since the sixties, seventies and eighties; while Silah was able to reach such figure within only six years.

“The company was also capable of achieving other KPIs during the specified time period; as it was able to develop an electronic system with numerous channels that provide all the services. In addition, Silah has achieved in delivering integrated services for a group of entities under one roof, in order to reach financial independence from the shareholders, it has also effectively contributed in supporting the Economic Vision 2030 in establishing a regional BPO,” said AlQaed.

“Moreover, results of an EDB study of the sector have shown a steady growth of reaching a cumulative growth rate of 12.8 per cent during 2013-2020.

“During the first stage of its establishment, Silah Gulf was capable of forming a strong name in the Bahraini market through its interest to build an institution, effectiveness and efficiency in its internal operations. It was also greatly keen on adhering to the principals of governance in order to raise the company’s ability and readiness to provide high-quality exceptional services in the region,” continued AlQaed.

“The second stage included completing a package of services that the company offers to its clients from various sectors such as the governmental, aviation, banking, telecommunication, retail sectors along with a chain of international restaurants in an aim to showcase its capability of local and regional competition in providing innovative and integrated services within the contact center and BPO fields. Such step made Bahrain a center of BPO,” he added.

AlQaed also revealed that the company looks forward to the third stage of expanding regionally in the Kingdom of Saudi Arabia, Qatar and Kuwait; through supporting the GCC economic by providing services to the private and public sectors in these countries as well as creating job opportunities to the GCC citizens.

“Only few organizations in the Middle East customer service industry are integrated customer experience solution providers; they may serve only a part of the consultancy but not in fact provide a holistic package,” said Langwieder-Goerner.

“The only country which can support the Arabic GCC requirement at high-quality with local talent and the right scalability is Bahrain where Silah Gulf is the leading provider. Silah is not just a typical call center provider; it is a true people company which is demonstrated by the way it has grown. Its strong infrastructure, the right people, delivery of end-to-end customer service solutions is what makes it a strong competitor not only on a national level but regional as well.”

“Work at the company proceeds according to professional standards that include diligence, innovation, excellence, passion for work as well as respect. In addition to involving employees and customers in developing and implementing the business strategy which we ensure on achieving its objectives every three months with the customers,” he added.

Langwieder-Goerner showcased the nature of services that the company provides such as consultancy, sourcing, technology and training. He also presented a number of successful experiences with the company clients as he praised the efforts of more than 800 employees were able to maintain 100 per cent of the company’s customers – an initiative that qualified the company to receive 30 industry awards. – TradeArabia News Service