Silah Gulf

Who We Are

WE ARE CUSTOMER EXPERIENCE EXPERTS

Headquartered in the Kingdom of Bahrain, Silah Gulf (Silah) is a leading, multi award-winning Customer Experience solutions provider. Launched in 2009, as a joint venture in the Middle East by Bahrain’s eGovernment Authority and UK-based Merchants (Dimension Data), Silah has operations in Bahrain, Kuwait and Saudi Arabia.

With a unique mix of tools, expertise and a proven track record of over 35 years in the industry, we deliver end-to-end customer experience solutions for our clients. We are experts in driving innovation and take a consultative, yet pragmatic approach with real-world operational experience. Offering a full spectrum of services, we advise companies on how to transform their customer experience infrastructure, provide specialist training and certification, deploy high-tech solutions, as well as handle the running of the entire customer service operations.

Being in the service industry, we are passionate about our people and take pride in what we do. Our ability to attract the best talent, coupled with our rich history of success and innovation across different industries, is what sets us apart from our competitors.

Led by experienced professionals, we tailor customer experience (CX) solutions to suit your needs

Customer Experience is not just about cost reduction and efficiency alone. It’s about extending the capabilities of your company and its people beyond the traditional boundaries of your organisation and creating unparalleled customer experiences using the right partner. Working on this ethos and striving to be the leaders in the Business Process Outsourcing (BPO) industry in Bahrain and the GCC, we are one of the most successful and fastest growing Customer Experience solutions providers in the Gulf. Our operational centres expand from the GCC to South Africa offering multilingual capability and various skill-sets to support our client contact experiences.

Having achieved regional and global recognition, we are multi-award-winning customer experience specialists, with a network of 6,000 skilled people that have delivered more than 3,000 contact centre projects worldwide. In the GCC, we have a workforce of over 900 professionals that support clients throughout the region in the Telecommunications, Banking, Government, Retail, FMCG and Travel industries.

Our Vision

 

To become the leading Customer Experience Solutions provider in the Gulf and promote Bahrain as the preferred service location for the entire GCC.

Our Structure

Silah’s ownership is made up of two shareholders: The Bahrain Government (via Information & eGovernment Authority – iGA), which owns 66%, and Merchants, which owns 34%.

The iGA was established by Royal Decree in 2007. Reporting to the Cabinet, the iGA aims to coordinate and execute e-government initiatives in line with the strategies, plans and programmes set by the Supreme Council for Information Communication Technology (SCICT), headed by the Deputy Prime Minister of the Kingdom of Bahrain. The iGA has successfully managed to achieve the goal of putting Bahrain on the map when it comes to Information and Communication, and, with Silah, it masterminded the creation of a successful GCC service organisation that supports the government’s mandate of developing a services economy.

Merchants, is a prominent leader in customer management – from single media contact centres to multi-media contact centres, dealing with various end-to end solutions. Created in 1981, Merchants was the first provider of outsourced telephone services in the United Kingdom. It is a profitable, cash-positive organisation owned by Dimension Data, which is backed by NTT Communication (Japan), the 31st largest company in the world. In the joint venture with iGA, Merchants licensed its extensive intellectual property, gathered over 25 years of designing, building, operating and transferring contact centres.

Silah was created to enable the establishment of a National Contact Centre (NCC) that would form part of the government’s strategy of developing a services economy, as per the Economic Vision 2030. It was formed to deliver premium government services, and create employment for Bahraini nationals, particularly women and the disabled, as well as attract Foreign Direct Investment (FDI).

Executive Leadership

FERAS J. AHMED, CHIEF EXECUTIVE OFFICER

In his role as Chief Executive Officer, Feras is responsible for providing leadership to Silah Gulf and developing strategies to advance the company’s vision, while promoting growth and profitability as an organisation. He led the commercial and technical negotiations for the successful establishment of the company and has managed several high value bids that culminated in long-term service contracts. Feras oversees company performance and works closely with the Board of Directors and the management team to ensure corporate efficiency, quality of service and cost-effective management of resources.

A seasoned senior-level executive with cross-functional expertise, Feras has over 20 years experience in corporate operations, with a special focus in the Information Technology Industry. This includes a solid understanding and application technology driven solutions across the Insurance, Banking, Telecoms and Government sectors. He also has over 10 years of corporate governance experience gained through active participation in Audit, Risk, Remuneration, Nomination and Executive Committees. At Silah, Feras has established high performance teams across IT, Operations, Finance, HR and Marketing, and has successfully implemented technology as a business enabler.

Feras has strong negotiation, budgeting and people management skills and maintains a professional outlook with a strong interpersonal skillset and a focus on creating value and delivering outstanding results

Executive Leadership

Chief Executive Officer
Feras J. Ahmed
Chief of Talent
Suad AlKabie
Chief Financial Officer
B. S. Shanker
General Manager
Abdulrahman Benshams

AWARDS WON BY SILAH