Manama - Silah Gulf (Silah), a multi-award winning business process outsourcing (BPO) and customer experience provider serving the GCC region, has signed an agreement to provide Customer Service training to Bahraini retail and commercial banking institution, BMI Bank.
As per the agreement, Silah will help recruit and train customer service staff for BMI Bank. A specialist manpower outsourcing service, the Silah Talent program provides regional companies with call centre agents, team leaders and managers for their contact centres.
Eyad Sater General Manager Support Services at BMI Bank said: “Serving our customers effectively and efficiently is an integral component towards consolidating our position as a leading Bank in Bahrain. At BMI Bank, we have consistently invested in training and automation as part of our ongoing commitment towards raising our service standards and transforming our business to an entirely customer and customer-service driven one, recognizing the need to make it easy for our customers to Bank with us. The signing of this agreement with Silah Gulf further demonstrates that commitment and we are confident that our customers will feel a tangible difference when they turn to BMI Bank for high quality financial service and products.”
Joe Tawfik, Chief Executive Officer of Silah said: “Providing a customer with a range of financial solutions, while essential, is certainly not enough. The quality of the products needs to be supplemented by a superior customer services machinery. This formula has helped global financial institutions achieve profitability.”
“Using Customer Experience Management practices developed specifically for the Gulf, Silah will help BMI Bank start differentiating themselves in the highly competitive retail banking sector in Bahrain,” added Tawfik.
BMI Bank is committed to enhancing customer convenience and improve access to the Bank’s numerous services. In Q4 2012, the Bank introduced a phone banking service to help customers carry out their day-to-day banking need over a safe and secure phone line. Silah will also provide training to these agents. Silah Talent helps companies such as BMI Bank save time and money usually spent in recruiting and training staff in the essential skills required to operate a world-class contact centre operation.