Silah launches contact centre survey
Manama, February 2, 2011
Bahrain-based Silah Gulf, a leading contact centre company, has launched the first regionally focused contact centre benchmarking survey.
Silah is leading the move to setting new standards in customer service by sharing the results of the survey with all participants free of charge.
“The Merchants Global Contact Centre Survey assesses over 500 contact centres worldwide, but until recently has not had a focus on the Middle East, which we believe is the fastest growing region in the industry currently,” said Joe Tawfik, Silah’s CEO.
“We’ve modified the survey slightly to make it more appropriate to the GCC region, but we’ll still be able to allow participants to compare themselves globally, by region or size – and it’s all done online.”
The GCC version of the benchmarking survey went online on January 20 and will run for three weeks. Participants are invited to fill in a questionnaire that covers all areas of contact centre strategy, operations, technology, HR, training, management and finance.
Once complete and added to the global entries, participants will then be able to go online, see their results and conduct on-line comparisons against any of the data they have submitted.
In addition, they will get access to an online copy of the full set of published data in the 2011 Merchants Global Contact Centre Benchmarking Report, a statement said.
The importance of benchmarking to ensure the successful development of contact centres is vitally important for the economic growth of the region, said Tawfik.
“Benchmarking gives us the vital objective measurements we need to understand where we are leading the competition and where we need to improve,” Tawfik pointed out.
“This is very important if contact centres – which employ so many people – are to be seen as delivering best practice as well as value for money,” he concluded. – TradeArabia News Service