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Silah Gulf crowned its winning spree with two more awards from the International Business Magazine, under the categories of “The Best Digital Transformation Project” and “Best CX in times of Crisis”, for Middle East 2021.

The widely acclaimed magazine recognizes Customer Experience (CX) efforts in the region in a wide range of activities of organizations from various industries. Every category is assessed and thoroughly researched by the content team and the Editor for each category to ensure that all accolades are declared in a professional and impartial manner.

Mr. Feras Ahmed, Chief Executive Officer of Silah Gulf commented, “This award comes as an acknowledgement of the successful shift in focus that we have made during the last year. More than anything during these unprecedented times, we have geared ourselves to provide a standard of service that is focused on care and concern to our customers, employees and the communities we serve, who are at the heart of everything we do. Our efforts reflect the vision of the government of the Kingdom of Bahrain in putting individuals and communities before everything else.”

CX in Times of Crisis Award
This award was a recognition for Silah’s flexibility and innovation to keep delivering for customers in difficult times, achieving great results under pressure. The Kingdom of Bahrain’s efforts and overall defense strategy in tackling the COVID-19 have been commended by the WHO and recognized globally as being one of the fiercest in controlling the spread of the pandemic. With the highest number of PCR tests conducted per capita globally during the start of the pandemic, the 3 step Test, Trace and Isolate strategy has been at the core of the country’s fight. The 444 national hotline played an important role in each of the 3 stages of this strategy.

The BPO experience of Silah Gulf helped in setting up the 444 Hotline under extremely challenging circumstances and operating it thereafter. With a team of more than 300 resources, a mix of trained multi-lingual call centre agents and medical doctors, each allocated specific tasks in line with approved health protocol, the hotline was positioned as the single number to call for all Covid19 emergencies. Innovation was key to the 444 project from the start; working against time and unprecedented challenges to ensure the sustainability and agility of the operation.

Digital Transformation Award
Towards the end of the last decade, the National Bank of Bahrain (NBB), one of Bahrain’s oldest financial institutions decided on a number of strategic changes to become more operationally efficient and focused on customer experience for a younger, digitally savvy target customer base. To achieve this, NBB turned to Silah Gulf for their experience as a BPO focused on Customer Experience Process Management to support them in the transformation. Silah embarked on a number of changes including creatively merging digital channels into one platform bringing NBB far ahead of the competition in the market.

ABOUT THE INTERNATIONAL BUSINESS MAGAZINE AWARDS
International Business Magazine is a Dubai, UAE-based pioneer Journal striving hard in line to carve a niche in the already fierce competitive world of Business and Financial Award Journals. For Further Information, please visit www.intlbm.com.

ABOUT SILAH GULF
Silah Gulf (Silah) is a premium, multi-award winning customer experience solutions provider headquartered in the Kingdom of Bahrain. Silah 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) and has 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 skill sets supporting our client contact experiences. We are customer experience specialists with 30 years of success in customer management, over 3,000 contact center projects delivered worldwide and a network of 5,000 skilled people. In the GCC we operate with a workforce of over 800 professionals supporting clients throughout the region in the Telecom, Banking, Government, Retail, FMCG and Travel industry.

https://www.intlbm.com