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Whitepaper Highlights Bahrain’s Role in Global BPO Growth

UK-based consultancy, Ryan Strategy Advisory, has unveiled growing needs. The country is also among the most affordable
a whitepaper prepared for Bahrain-based business process offshore locations within the Gulf region for performing contact
outsourcing (BPO) company, Silah Gulf, presenting the role of center work. It is estimated by providers on the ground that the
the Kingdom in driving growth of global BPOs. Titled, ‘Leveraging price / agent / hour equates to roughly $12.50 for customer care.
Bahrain for Customer Experience Excellence,’ the whitepaper Bahrain provides the right balance of value and innovation to
highlights the strengths of Bahrain as a regional player with enterprises from around the world that are looking for the next
strong links to GCC countries and the attractive propositions the country of choice for delivery of contact center services. “Customer
country offers for global clients. Peter Ryan, Founder and Principal experience management has changed significantly since the past
Analyst of Ryan Strategy Advisory said: “Customer experience year, and it is likely to continue its ongoing shift. It is in this spirit
management faces significant challenges that impact end- that leading Bahrain customer experience management provider
user interaction and empowers agents, especially while dealing Silah Gulf comes to the market with an offering that reflects the
with the challenges of Covid19. Many enterprises are actively needs of enterprises in the GCC and wider world,” Ryan added.
exploring new delivery points looking beyond their own backyard “The reality of customer experience delivery going forward is one
and considering locations that have the capacity to provide talent that favors providers that are willing to differentiate their offerings.
that is willing to address the needs of end-users in an efficient No longer are enterprises likely to work with generic, run-of-the-
and enthusiastic way. “Bahrain offers the perfect platform for mill outsourcers that are focused on large volumes of interactions
strengthening customer experience excellence, building on its done as cheaply as possible. Rather, the future favours those
reputation as a country that has adopted new approaches to that are prepared to offer front-line service excellence, alongside
customer experience and geographic delivery.” Feras Ahmed, value-add process and technology offerings. “If there is one facet
Chief Executive Officer of Silah Gulf added: “We commissioned this of contact center service delivery that is more apparent than ever,
in-depth study to validate the competitive strengths of Bahrain’s it is that enterprises are looking for providers that have capacity in
BPO industry and the value-add the nation offers in supporting non-traditional locations. Currently, Bahrain is emerging as one of
organizations to promote customer service excellence. “With the the countries to watch for nearshore contact center delivery within
pandemic changing the way organizations work, it is important the GCC and in targeted Western European locations. “In fact, the
that customer service is prioritized even more, and a strong BPO most recent Ryan Strategic Advisory Front Office BPO Omnibus
support can help them achieve this seamlessly. In this, Bahrain’s Survey, published in 2021 indicates that out of over 50 different
location and heritage in BPO operations serve as a strong value offshore and nearshore locations, Bahrain is a top 10 choice for
proposition, offering organizations cost-effective solutions to enterprise contact center executives in both the UK and Australia.
strengthen customer service standards.” The white paper outlines That Bahrain is on the short-list of delivery destinations in two of
how Bahrain has emerged as one of the countries to watch for in the most sophisticated demand markets points to an increasing
nearshore contact center delivery within the GCC and in targeted awareness of what Bahrain can bring to the CX table,” he noted. –
Western European locations. “The country provides the right
balance of value and innovation to enterprises from around the
world that are searching for the next country of choice for delivery
of contact center services. Factors such as easy accessibility,
diversity of population, multilingualism and affordable cost
structure along with a relatively youthful age demographic make
it a feasible option,” the white paper said. The key factors that
define Bahrain’s strengths as a BPO destination, which includes
ease of accessibility, with the significant expansion of the
international airport providing travelers with direct flights to-and-
from most major cities in the region. The diversity of the country’s
demographic, with expats from various parts of Asia, Europe and
the US, and the direct benefit of diversity on contact center delivery
- its impact on the number of languages on the ground in Bahrain
- also allows for greater efficiencies by centralizing multilingual
needs in one hub. With nearly one-third of the population under the
age of 25, the nation ensures a talent pool large enough to satisfy

Nokia Deploys 5G for Etisalat

Nokia has announced the deployment of have been working together for some time its first 5G services for handset users in
its AirScale 5G solution for Etisalat in the to provide 5G coverage across the main May 2019.
United Arab Emirates (UAE). The two firms urban areas of the UAE. Etisalat launched
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