About Us

Home / About Us
Silah Gulf

Who We Are

WE ARE CUSTOMER EXPERIENCE SPECIALISTS

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 unique combination of tools, expertise, and a demonstrated track record of more than 13 years in the industry. We have extensive experience fostering innovation and adopting a consultative yet practical approach. Offering a broad range of services, we help companies adapt their infrastructure for the customer experience, provide specialized training and certification, implement cutting-edge technologies, and manage the entire customer service operation.

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 specialists recognized both regionally and internationally. We have employed over 3,500 skilled workers who have completed more than 46 contact centre projects. We have a staff of over 800 specialists in the GCC that help clients in the telecommunications, banking, government, retail, FMCG, and travel sectors across the region.

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 Mission

 

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

Two shareholders make up Silah’s ownership: Mumtalakat owns 34%, and the Bahraini government controls 66% of the company.

In 2007, Bahrain’s Royal Decree formed the Bahraini Government. The Bahraini Government, which reports to the Cabinet, aims to coordinate and carry out e-government initiatives per the strategies, plans, and programs established by Bahrain’s Supreme Council for Information Communication Technology (SCICT), which is presided over by the Kingdom of Bahrain’s Deputy Prime Minister. The Bahraini government has successfully achieved its mission to establish Bahrain as a leader in information and communication. With the construction of Silah, it has also advanced its objective of creating a services-based economy in the GCC.

According to the Economic Vision 2030, Silah was developed to make it possible to establish a National Contact Center (NCC) in Bahrain as part of the government’s plan to create a services-based economy. It was established to produce first-rate public services, provide employment for Bahrainis, notably women and those with disabilities, and draw 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

AWARDS WON BY SILAH