Riyadh based Smart Link, a major player in outsourced business and Contact Centre arena, was chosen by Contact Centre World in London to represent the GCC region after winning the Best Large Outsourced Service Provider award during INSIGHTS - Middle East Call Center Awards 2011, which was held earlier this year in Dubai.
Having been provided the honour of conducting a workshop in London on the evolution of the call center industry in the GCC, Managing Director Eng. Safwan Al-Khatib 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 KSA’s unique cultural and social environment that is governed by Islamic religious restrictions and labour regulations 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.
Mr. Al-Khatib explained,“The GCC has seen a surge in the Contact Center industry in the last decade with estimated figures of USD 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.”
“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.
Smart Link has placed the spotlight on focusing on the human factor both within the organization and the customers they service. By laying the emphasis on customer satisfaction and providing long-term service that is backed by the latest technologies and applications, the company has grown not only in size but now is expanded into other Middle Eastern countries such as Jordan and Egypt. Within a short span, Smart Link have built a client base that include prominent government agencies and organizations across diverse sectors such as banking, energy, water services, tourism, telecommunications, insurance, aviation, public services, E-learning and fast food.
Al-Khatib, who is the winner of the KSA – Market Pioneer 2011 Award, and leads one of the largest business consulting groups in the Kingdom, has been instrumental in introducing the new concept of running and managing a contact center facility under a unique working environment in KSA. He motivates industry peers to compete in a manner that ensures constant development and progress into international markets.
Since its inception in 2006, Smart Link has won several national awards which include:
• Best in-house developed CRM Application 2009, For Saudi commission of Tourism & Antiquities.
• Best medium size call center 2010 (30 – 70 seat), For NAS Air Unified Reservation Outsourced Call Center.
• Best Large Outsourced Service Provider (≥ 300 seat) 2011
• Best Recruitment Program – 2011
• KSA Market Pioneer ( Eng, Safwan Al-Khatib ) 2011
• Best New Call Center 2011, for Ministry of Higher Education SANEED center – Operated by Smart Link.
• Call Center Manager Of the Year 2011 – NAS Air fully outsourced call center to Smart Link.
About Smart Link
Smart Link is a subsidiary of Al-Khaleej Training & Education, the largest network of training centers in Saudi Arabia. Smart Link is one of the biggest outsourcing call centers and BPO Service providers in the region with state-of-the-art technology and capacity to accommodate high volume of agents.
The pioneering, award-winning Riyadh-based company provides outbound and inbound teleservices for various business activities including lead generation, inbound customer service, help-desk, appointment scheduling, market research, surveys and client retention. Using the most advanced contact center technology in the industry and qualified customer service representatives, Smart Link is dedicated to helping organizations increase their business performance and strengthen their customer service. Smart Link’s client list includes prominent organizations and government agencies in various fields of mission critical pivotal service inclusive of banking, energy, water services, tourism, telecomm, insurance, aviation, public services, E-learning and fast food.