Riyadh-based Smart Link, a leader in outsourced business and contact centres, conducted a workshop in London on the evolution of the call center industry in the GCC.

Smart Link was chosen by Contact Centre World in London to represent GCC after winning the Best Large Outsourced Service Provider award during the recently concluded INSIGHTS - Middle East Call Center Awards 2011 in Dubai.

Safwan Al-Khatib, managing director of Smart Link, focused on the major operational challenges and cultural obstacles that need to be addressed and set operational standards that fit the cultural nature of the region.

He demonstrated the Smart Link approach within Saudi Arabia’s unique cultural and social environment that calls for the separation of male and female workers.

He also showed how his company lays importance on human capital investment that forms the main component of the business.

“The GCC has seen a surge in the Contact Center industry in the last decade with estimated figures of $235,000,000. It is important that the two crucial aspects of cultural sensitivities and higher levels of customer care need to be understood by companies and business leaders to ensure further industry growth,” Al-Khatib said.

“Technical advancements and product availability have enhanced monitoring service quality and performance reporting that helps to work towards matching our counterparts in North America and Europe.”

“Proactive efforts should be put into process to build a unified ethical and professional conduct code to ensure that contact centers should not be a place for temporary employment but nurtured into a reliable career path,” he added. – TradeArabia News Service