About Us
Who we are? Our cover values and Approach...
core features

Each of our unique partnerships is cultivated with consistency and trust through five core values: Integrity, Passion, Respect, Excellence and Innovation.

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.

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 skill sets 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.

Our Vision

"To become the leading Customer Experience Solutions provider in the Gulf and profile Bahrain as the preferred service location for the GCC"

Our Culture

Our culture is expressed in the Values that embody our core ideology and define who we are. Our Values act as a compass to guide our behavior, actions and decisions, serving as the pillars that uphold us as an organization
Ricardo Langwieder-Goerner, CEO Silah Gulf

To formulate a perfect synergy between performance, costs and the risks involved, we first establish a thorough understanding of our clients’ expectations, and only then design a customised approach. Thus, in most cases, we exceed our clients’ expectations rather than simply meeting them.

Some of the guidelines we follow to achieve positive results are as follows:

  • Assign experts to direct customer management.
  • Provide the foundation for operational and commercial stability through proven end-to-end business processes.
  • Ensure that integration of technology and innovation is seamless and unobtrusive to the users
  • Recruit, train and/or deploy the right skills at the right time
  • Establish a management structure which will secure operational well-being, adapt to changing circumstances and develop through experience whilst maintaining our clients’ interests as the ultimate focus.


  • Best Government Help Desk, Middle East Contact Centre Awards
  • Help Desk Manager of the Year, Middle East Contact Centre Awards
  • Most Talented Leaders (Outsourcing Industry)
  • Best Middle East Government Call Center Award
  • Asian Outsourcing Leadership Award
  • UNPAN-The United Nations Public Service Award
  • MECC – Best Audited Customer Satisfaction Programme
  • Achieving the Highest Rates in “Bahraini sation Recruiting”, 2014, Ministry of Labour, Kingdom of Bahrain
  • SAMENA – Best Innovative Customer Service
  • VIVA Bahrain as Best CEM Loyalty Program in 2014, Middle East Contact Centre Awards
  • National Contact Center as Best Small Helpdesk in 2014, Middle East Contact Centre Awards
  • National Contact Center as Best Medium Call Center in 2014, Middle East Contact Centre Awards
  • Best Internally Developed Application in 2014, Middle East Contact Centre Awards
  • Best Management Information in 2014, Middle East Contact Centre Awards
  • Best Technology in 2014, Middle East Contact Centre Awards
  • Best New Help Desk – Airline
  • Best Small Help Desk – the National Contact Centre
  • Best OPS Reporting System & Process
  • Best Reporting System in 2014, Middle East Contact Centre Awards
  • Best Omni channel implementation in 2014, Middle East Contact Centre Awards
  • Best Medium Outsourcing Provider in 2014, Middle East Contact Centre Awards
  • Market Leader in Bahrain, 2014, Middle East Contact Centre Awards
  • Outstanding Achievements in the Human Resources Field of Training and Development, 2014, Ministry of Labour, Kingdom of Bahrain
  • Best Technology 2013, Middle East Contact Centre Awards
  • Best Reporting System 2013 , Middle East Contact Centre Awards
  • Best OSP 2013, Middle East Contact Centre Awards
  • Best Government Call Centre 2013, Middle East Contact Centre Awards
  • Best Reporting 2012, Middle East Contact Centre Awards
  • Best Management Information in 2012, Middle East Contact Centre Awards
  • Best Call Centre Technology Platform 2012, Middle East Contact Centre Awards
  • Best New OSP 2012, Middle East Contact Centre Awards
  • Best Large OSP ˃ 300 Seats
Board Members

B. S. Shanker Chief Financial Officer

An integral part of Silah’s vision for growth, Shanker has been responsible for supporting and driving the company’s common vision. A highly experienced finance professional and a trusted advisor, Shanker efficiently handles a wide spectrum of functions that include Project Funding, Budgets, Cash Flows, Investment Analysis, Finalization & Reconciliation of Accounts and Financial Modelling.

Shanker is a qualified Chartered Accountant from India and uses his 35+ years of extensive experience in Accounting, Audit, Budgeting & Gap Analysis, Management Reporting, Fund Sourcing & Allocation, Business Negotiations, Banking & Financial Institutions Liaising, Investment Planning, Cost Optimization Techniques, Process Definition & Improvement Measures, Risk Management Strategizing, Capital Market Dynamics, Human Resource and other aspects of the business decision-making process in his role as Chief Financial Officer. Having held positions of increasing responsibility across all functional areas of Finance, Accounts and Human Resource, prior to joining Silah, he served as Head of Finance & Accounts with Albilad Real Estate Investment Co. Albilad is currently developing a multi-million dollar mixed use real estate development in Bahrain. There, his primary responsibilities included business modeling and handing the day-to-day dealings with senior Governmental and Financial institutions involved with the Albilad’s projects, all the while ensuring that the company’s financial stability is protected. His diverse range of muti-industry experience includes key senior-level positions with a major global luxury retail organization, an investment conglomerate with interests in leisure, real estate and advertising industry in the MENA region and one of India’s foremost private sector companies with a market capitalization of US$45 billion and a turnover of US$7 billion.

Abdulrahman Benshams General Manager

With over a decade of success in managing projects, Abdulrahman in his role as Projects Director is responsible for the translation of the client’s requirements from concept to reality. He works with a team of professionals on the onboarding of clients on any of Silah’s four platforms; BPO, Technology, Academy or Consultancy.

Once clients are on-board, Abdulrahman is also responsible for ensure Silah’s clients and partners are satisfied with the services delivered. In his capacity of Accounts Director, Abdulrahman works with his team on implementing strategies that translate to win-win solutions for both Silah and our partners. This is achieved by the proposition and implementation of game changing tactics that empower our partners into becoming more efficient and more competitive in their respective domains. This reflects the essence of our core beliefs in establishing relationships based on value and trust throughout our journey with our partners.

Abdulrahman is a true believer of methodological approach to both Account and Project management and strives to apply best practices applicable to any situation at hand. His background and training equip him with the skills and tools required to deliver the best to our partners.

Suad AlKabie Chief of Talent

Suad Alkabie is responsible for the employee journey at Silah Gulf. From identifying, acquiring, developing to retaining Silah’s talent. In this capacity she oversees Human Resources, Quality, Learning and Development as well as the Silah Training Centre. She is passionate about talent development, quality and continuous improvement and is an advocate and speaker on these subjects in Bahrain and abroad.

She has extensive experience in both the public and private sectors and has focused on customer experience, employee satisfaction, process management, and performance metrics along with cost saving initiatives. She has held various senior positions in industries including aviation, financial services and most recently telecom.

Suad is a black belt six sigma, ISO 9001 Lead Quality Management Auditor and process improvement practitioner. She holds an MBA from the University of Strathclyde and a BSc in Systems Control as well several productivity improvement and leadership certificates.