Delivering Excellence

Transcription

1 Delivering Excellence

2 Who We Are Delivering Excellence

3 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 egovernment Authority and UK based Merchants (Dimension Data) and has operations in Bahrain, Kuwait and Saudi Arabia. 30 years of success Our values: Integrity Pass i o n Respect Excellence Innovation 5000 skilled people 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 customer experience specialists with 30 years of success in customer management, over 3,000 contact centre 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. Each of our unique partnerships is cultivated with consistency and trust through five core values: Integrity, Passion, Respect, Excellence and Innovation. Simply put, we support the expert in your business, YOU.

4 Delivering Excellence WHAT WE DO

5 We tailor customer Customer interaction management and contact centre operations CX Management 1 experience (CX) solutions to 2 CX Technologies Contact centre solutions, cloud technologies and managed services SUIT you, led by Training, audits & assessments, career development & e-learning CentRE of Excellence 3 experienced professionals 4 CX Consulting Strategy and advisory, contact centre development methodology(ccdm), benchmarking and transformation

6 DOMAIN EXPERTISE 1 CX Management 2 CX TECHNOLOGY 3 CENTRE OF EXCELLENCE 4 CX CONSULTING Delivering Excellence

7 TELECOM FINANCIAL/ INSURANCE GOVERNMENT TRAVEL RETAIL/ ONLINE Contact CentRE Sales & Marketing HR IT Backoffice SOCIAL MEDIA Efficient Customer Experience Cloud Technology Managed Services Consulting Services Implementation Services Control TRAINING QUALITY WORKFORCE MANAGEMENT Advisory VA L U E Customer Experience BENCHMARKING TOUCH POINT ANALYSIS NET PROMOTER SCORE / Customer Satisfaction Contact Centre Development Model GROWTH

8 1. Customer care, collections, complaints management, retentions, order management, payment processing, technical support and cross/up selling, direct sales, social media. Customer Experience Management Operations By 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. Delivering Excellence

9 Talent outsourcing, workforce management, workforce analytics and performance management Forms processing, document management, data cleansing, big data and data analytics Sales & Marketing Human Resources IT Back Office Campaign management, telesales, telemarketing, mystery shopper, loyalty management, after sales support, market research, surveys, lead generation and social media Helpdesk, application support and infrastructure outsourcing, Consulting, Cloud Solutions, Omni-Channel Services

10 2. Video & Mobile Customer Services, CRM, WFM, Outbound Dialer & Campaign, Omni-Channel Services Management, Quality Monitoring, IVR, IT Managed Services, Cloud Solutions Customer Experience TECHNOLOGY CONTACT CENTRE Silah employs internal developers and consultants who 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 customers needs and behaviours from which the customer experience process can be calibrated to further enhance and innovate at all touchpoints. Delivering Excellence

11 Advanced Workforce Optimisation Service desk, application support, NOC, virtualisation, voice and data & integration Multimedia Interaction for Web Chat, and SMS Quality Management Call and Screen Recording Self Provisioning Inbound ACD / Cutbound campaign management CLOUD MANAGED SERVICES The Silah Omni-channel integrated services helps our clients achieve tangible business benefits aligned with their customer experience strategy. Public, private and hybrid based cloud solutions f Social CRM Hard and Soft Dialing Including Preview Progressive, Predictive and Blended Dialing Interactive Voice Response Including Speech Recognition and Database Integration Accessibility Advanced Analytics and Reporting

12 3. CentRE of Excellence Training & Certification Our people are our greatest asset, we know it and build on it. With e-learning, certifications, career developments and targeted trainings, we enrich and update our people with the knowledge required to deliver to the brand promise our clients envision. It s not a one-time thing, we know it and our clients have realised the value training has achieved for them whether through reduced attrition, better service and increased customer loyalty. University accredited training and certification from entry level to executive education Delivering Excellence

13 Brand, QA, operational, technology, workforce, social media and HR Audits & Assessments Career Development & e-learning Accreditation at Certificate, Advanced Certificate, Advanced Diploma, Diploma, BSc and Masters levels inprogress Passport a true definition of career progression at Silah. The passport is used as a record of all development requirements for the employees with grade points achieved and training certification and is used as a tool for monitoring and progression within the organisation

14 4. TOOLS Contact Centre Development Model Location Selection Contact Centre Assessment Contact Observation Workforce Optimisation Surveyor Survey 360 Benchmarking Comparison Service Prince 2 and Proprietary Engagement Methodologies Customer Experience Consulting Customer Experience Planning and Strategy SERVICES 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. Contact Center strategy, consolidation and implementation Operational and Performance improvement programmes Workforce Management and Quality programme implementations Contact Centre Benchmarking Contact Centre Implementation (DBOT) Design, Build, Operate and Transfer Delivering Excellence

15 Developed in 1996 the CCDM has been used to assist hundreds of contact centres around the world Contact centres are described in four stages of maturity Output is expressed as as is position and to be desired position The gap describes the roadmap for change which we then prioritise Start CIS Overview Why should you talk to us? CCDM What can we help you with? Let s see what the problems are What is the best approach for you? Let s implement effectively Let s make it run smoothly Contact CentRE Development Model (CCDM) Design, Build, Operate & Transfer (DBOT) Benchmarking Strategic Development Basic AS IS Coordinated Integrated TO BE Optimised Six strategic and six operational capabilities assessed to give a comprehensive view Interactive process allows for discussion and learning regarding each capability assessed An as is and to be consensus score is decided on for each operational and strategic capabilities Roadmap defined in terms of a gap analysis Operational Development

16 How We Do It Delivering Excellence

17 We have proven methodologies and years of industry best practice capability to tailor your customer experience solution to perfectly match your requirments, and this approach is what differentiates us. A state of the art, Omni-channel infrastructure flows smoothly alongside comprehensive training to give all Silah clients the comfort level and trust to get optimal value from their partnership with us. OMNI-CHANNEL Our unified platform for customer interactions allows management of voice, , chat, fax, IVR and social media through a single unified view. Silah also ensures % availability by utilising more than one local and international Internet gateway. At Silah, you are in partnership with its globally experienced professionals certified in Six Sigma, ITIL, PMP and knowledge in many other value added areas including service level management and customer satisfaction tools such as CSAT and NPS. Clear benchmarking and specific KPIs ensure the highest standards throughout our service delivery. Leading the industry, Silah is currently working to achieve COPC certification to further solidify our position as the premium customer experience centre in the region.

18 How WeLL WE Do It Delivering Excellence

19 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 including: At Silah we have a unique mix of tools and expertise, proven through a track record of over 30 years. We take a consultative but pragmatic approach with real world operational experience. We learn from practice rather than theory. We are outcome driven with consistent focus on quality deliverables. Market Leader in Bahrain Best Employer in Bahrain Best Government Call Center Best Reporting Systems Best Innovative Customer Service Best Medium Outsourcing Provider Outstanding achievement in Human Resources Best Outsourcing Service Provider Best Technology Best Audited Customer Satisfaction ProgramME Operational excellence coupled with a state of the art redundant and secure infrastructure provides our customers with peace of mind and confidence in the long lasting partnerships we build.

20 NPS Six Sigma DBOT CCDM COPC EMPOWERING OUR PEOPLE TO SERVE YOU BETTER ITIL TOOLS PCI CSAT PMP BENCH- MARKING Delivering Excellence

21 PA RT N ERS

22 Kuwait SOUTH AFRICA Delivering Excellence

23 WHERE WE ARE Bahrain Saudi Arabia Silah operates in the Gulf Cooperation Council (GCC) with headquarters in Bahrain and customer operations in Bahrain, Saudi Arabia and Kuwait. We have offices throughout the region and extend our reach globally through Merchants UK operational centres in South Africa.

24 Delivering Excellence HEAD OFFICE BAHRAIN Level 6, Building 114, Block 304 Al Khalifa Avenue Manama, P.O Box: 5506 Kingdom of Bahrain Phone: Fax: