Silah was founded in 2009 in response to the fragmented nature of the customer-facing solutions that existed in the public sector. At that time, the government relied on multiple small call centre pockets that were housed within individual ministries. These centres lacked focus and experience, only offered traditional voice channels and required repeated investment by the government.

With the establishment of Silah and the one-time investment in centralised contact centre infrastructure, government operational standards significantly improved. In 2010, the National Contact Centre (NCC) of Bahrain was created, implementing a shared CRM database that offered a personalised service, as well as a central hotline number (80008001) and multi-channel services.

Working in partnership with several ministries, we provide exceptional customer experience for a host of public sector services and seasonal events. Through the NCC, we strive to be the ‘ear of the government’ and the first point of contact for citizens in the Kingdom. Our employees, which are 100% Bahraini, are trained to represent, and speak on behalf of the ministries for a seamless customer experience. This is further enhanced with our introduction of high-tech solutions in the delivery of our services, including 24/7 chatbots and Smart IVRs.