Silah poised for substantial growth in 2013

Silah currently employs over 450 people across its offices in Kuwait and Bahrain servicing private and public sector clients. It plans on reaching 1,000 strong by 2014.

Silah's CEO, Joe Tawfik, pleased at the company's progress said, "Silah managed to respond to 4,065,741 voice calls and in addition also responded to a lesser number of web chat, social media, video, and email interactions with customers in 2012. These interactions were mostly conducted in Arabic in Kuwait, followed by English and other languages. I would like to thank our terrific staff in Kuwait for their hard work in 2012."

Silah also launched a manpower outsourcing offering in Kuwait in 2012, Silah Talent, a specialist manpower outsourcing service that provides regional companies with contact centre and retail agents, team leaders and managers for their contact centres and shops. Taking advantage of Silah's best practice methodologies, business clients now hire fully trained staff helping increase efficiency and decreasing overhead costs.

Providing gainful employment across the region, in Q1 2013, Silah will be inaugurating their new office in the UAE and plans to make inroads into the Saudi Arabian market in 2013, thereby developing additional job opportunities for their employees abroad.

In 2012, Silah's training and development offering, Silah Academy, completed the training of over 100 graduates, all of whom are now employed with Silah.

At the Annual Middle East Call Centre Awards (MECC '12), Silah won the Best New Outsource Service Provider for the second consecutive year. Competing against major regional players, Silah also took home the prize for Best Technology Platform and Best Reporting. These industry recognitions underscored Silah's commitment to delivering an exceptional customer service experience for their private and public sector clients.

Silah also operates the National Contact Centre (NCC) of Bahrain. The NCC offers a single number - 8000 8001 - for easy access to hundreds of government services. Helping increase access to government services to citizens, the NCC increases the efficiency with which the government delivers services to citizens. In 2012, the NCC extended their operating hours with most services are available on a 24x7 basis. It provides over 250 services from the eGovernment Authority of Bahrain, the Ministry of Housing, the Ministry of Social Development and the Ministry of Industry and Commerce.

Silah is a joint venture between Bahrain's eGovernment Authority and UK-based Merchants.