Silah Bahrain

About Us

  • WE ARE CUSTOMER EXPERIENCE EXPERTS

    WE ARE CUSTOMER EXPERIENCE EXPERTS

Based in The Kingdom of Bahrain, Silah Gulf (Silah), is a leading, multiple-award-winning Customer Experience solutions provider. A joint venture between Mumtalakat and the Bahraini government, Silah was established in 2009, and has activities in Bahrain, Kuwait, and Saudi Arabia.

We provide end-to-end customer experience solutions for our clients using a personalised combination tools, expertise and demonstrated track record of more than 15+ years in the industry. With extensive experience driving innovation, we adopt a consultative yet practical approach. Offering a broad range of services, we help companies adapt their infrastructure for customer experience, provide specialised training and certification implement cutting-edge technology solutions and manage customer service operations.

Being in the service sector, we care deeply about our people and take pride in our accomplishments. We stand out in the crowd for our outstanding talent and long history of success and innovation across several industries.

We customize customer experience (CX) solutions to meet your needs under the direction of professionals and experts in the field.

Customer experience is about more than just efficiency and cost saving. It’s about leveraging the right partner to build unmatched client experiences while extending your company’s and its employees’ capabilities beyond the conventional bounds of your organization. We are one of the most successful and rapidly expanding suppliers of Customer Experience solutions in the Gulf, aiming to be the market leaders in Bahrain and the GCC for Business Process Outsourcing (BPO). Our operations centres around the GCC deliver multilingual capability and a range of skill sets that enhance client contact experiences.

We are multi-award-winning customer experience provider, recognized both regionally and internationally. Over the years, we have employed more than 4,700 skilled professionals and successfully deliver over 75 contact centre and customer experience projects. Our team of 800 specialists across the GCC supports clients in the telecommunications, banking, government, retail, FMCG, and travel sectors, driving exceptional results throughout the region.

Our
Mission

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

Our
Vision

Every day, Silah Gulf strives to make every customer interaction exceptional by empowering our business partners through holistic customer service platforms and streamlined integrated services. We manage, serve, and nurture lasting customer relationships through an uncompromising balance of passion and integrity.

Our Structure

100 % Owned by Mumtalakat.

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.

AWARDS WON BY SILAH

Awards and recognition

BPO Organisation of the Year" for the GCC region, The Employer Branding Institute, 2022

UNPAN-The United Nations Public Service Award, 2014.

Achieving the fifth place among the top 10 establishments that contributed to the employment of nationals during the year 2022, Ministry of Labour, Kingdom of Bahrain.
Achieving the Highest Rates in “Bahrainisation Recruiting”, 2014, Ministry of Labour, Kingdom of Bahrain.
Best CX in Times of Crises - Middle East | International Business Magazine Awards 2021
Best Digital Transformation Project - Middle East | International Business Magazine Awards 2021
CX in Times of Crises - Customer at The Heart | Gulf Customer Experience Awards 2021

Digital Transformation - Strategy | Gulf Customer Experience Awards 2021

Best Customer Experience Solutions Provider - Middle East | International Business Magazine Awards 2020
Best Help Desk Manager - Middle East | International Business Magazine Awards 2020
Best Outsourced Contact Center – Customer Experience Week | Middle East Awards 2019 (IQPC)
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

Asian Outsourcing Leadership Award

MECC – Best Audited Customer Satisfaction Programme
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
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

BPO Organisation of the Year" for the GCC region, The Employer Branding Institute, 2022

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
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 New OSP 2012, Middle East Contact Centre Awards
Best Large OSP ˃ 300 Seats, Middle East Contact Centre Awards, 2016
Our Clients

Trusted Partners

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