Silah Gulf Launches Call Center Training Academy

In an effort to provide training to contact center and retail staff, Silah Gulf, a multi-award winning business process outsourcing (BPO) and customer management provider, has officially launched Silah Academy. The institution is believed to provide the job seekers in Bahrain with a platform from which to embark upon a white collar career.

The candidates will be trained in the basics of sales and customer service excellence, as well as advanced communication techniques.

The course in Silah Academy has been designed to provide its students knowledge in the diverse field of customer service and sales. The candidates are expected to learn the critical aspects of customer management, including how to handle challenging customers, how to build rapport with all types of customers and how to maintain a positive customer service environment will be the key segments of the course.

The ultimate goal of the academy is to help increase employment opportunities for its trainees and as such, the institution has churned out a flexible course that will benefit students. The course, according to the academy, can be tailored to complement the unique talent and strength of each student, so that they are able to utilize these talents to further their career goals and ambitions.

In a press release, the officials revealed that the training programs have been designed with special focus on specific sectors such as telecommunications, airline, and retail sectors.

“Each program is specifically customized to suit our client's needs. We have had strong interest already from the telecommunications, airline, and retail sectors and will be customizing our international best practice training programs to suit their individual requirements. Silah Academy empowers its candidates with precise competency based training giving them a competitive edge in the marketplace,” CEO of Silah, Joe Tawfik, noted in a statement.

The Academy is led by Ruth Williams, an expert in organizational development, human resources and customer services in the GCC region. As the Academy head, Williams is responsible for the execution of all training initiatives, and providing current employees with structured career development plans.

The academy has been in operation since mid-2011 and has graduated over 60 trainees. Most of them were offered immediate employment at Silah, the officials said.

Silah is a joint venture between Bahrain's e-Government Authority and U.K.-based Merchants. Silah is recognized by the Bahrain's Government as the official National Contact Centre.