Saudization, also called the Saudi Nationalization Scheme makes it mandatory to absorb a certain percentage of Saudi Nationals as a workforce in businesses and enterprises operating in Saudi Arab. In February of this year, Sulaiman Al-Rajhi, Minister for Human Resource and Social Development Ministry, extended this scheme to customer support outsourcing and announced restrictions on customer service outsourcing to countries outside of Saudi Arabia. Saudization of customer service has been a landmark decision and hinges on the grand project envisioned by the Crown Prince, Mohammed bin Salman to diversify the economy of the Saudi region by generating employment opportunities for the youth. Since the pandemic, the world has been a witness to the downfall of global economies. KSA, which is an Oil-based business zone, has also suffered an economic crisis. With unemployment rates skyrocketing at a 15.4 percent high in February 2021, it has become necessary to stabilize the staggering economy in the region. The aim of the Saudization of customer service , according to the ministry, is to reserve remote customer service-based jobs for Saudi nationals in Saudi Local Call Centers . With the Kingdom now trying to be independent of its Oil-based economy, Call Centers in KSA would be an income-generating industry and help create jobs in private sector enterprises for the unemployed youth.
The preferred language in Saudi Arabia is Arabic. There is less emphasis on English and other languages. Businesses negotiate in this language only. Companies like Nokia and Blackberry have established their base with the help of Arabic language support in the region. Thus, language is a deciding factor for any business in this region. With the announcement of Saudization of customer care service and delivering customer support from Call centres in Saudi Arabia, it becomes mandatory to engage the regional population.
Customer support outsourcing services is not a new phenomenon. Most of the businesses follow the module to outsource customer support to other countries. Countries like US, UK, India, Philippines, Pakistan and several Arab countries are a hotbed of Outsourced Customer Support services. However, the new directives, to be implemented by the ministry require that all sorts of customer support functions which include phone calls, emails, online chats and social media interaction services need to be delivered from Call Centre companies in Saudi Arabia.
At LiveSalesman, we work with some of the most elite brands from the Middle East who have an elaborate customer base in Saudi Arabia as well. To make sure that they abide by the law of Saudization of customer support, we now have opened our Call Center in KSA with 100% localised Saudi local Call Center Agents.
The establishment of our Call Center in KSA eliminates for our clients, the need to establish and manage their own in-house call centers in KSA. It also takes away the hassle of moving their customer support to another Call centre in Saudi Arabia. The transition of their Arabic call center and customer support has been seamlessley done from our India based call centre to our Call centre in Saudi Arabia.
Labor Laws in KSA are complex and need to be professionally managed. With us managing their Saudi Customer Support, our clients do not have to worry about dealing with any of this. We also have a dedicated team of expat managers with global experience. KSA is an expat haven with 12.6 million expats currently residing there: our management team in KSA Call Center thus comprises of professional expats with years of knowledge and understanding of the Saudi region. They are adept in managing Saudi Customer Support team, offering 100% work efficiency and superior customer care services.
Our KSA call Center has a team of Saudi nationals meticulously chosen from a local talent pool. These agents are erudite in Arabian culture and help you build a long-term rapport with your target audience with their linguistic and cultural affinity. They also have an in-depth knowledge of their native customs and traditions. Our Local, well-trained Saudi Call center agents are well aware of the intricacies of business in their homeland. All these factors give them an edge over the overseas workforce. Thus, they are better able to engage with the customers of the same Saudi origins. Good customer support is the key to doing business in Saudi Arabia. Saudi Arabian customers feel more comfortable and assured talking to fellow local Saudi customer support agents who are based in a Call center in Saudi Arabia rather than talking to another Arab from another country based in a far-off land. With a decent grasp on the English language- written and spoken, our Saudi Customer Support Agents also provide bilingual support with English to our clients.
All our Saudi Call Center agents are well versed with the nuances of the Arabic language like words, expressions, and intonation. They are well versed in both the formal and the modern Arabic language. They understand the dialectal differences present in their native language and therefore engage with the customers according to their language preferences.
While there are multiple benefits of Saudi Local call Centers as described above, the biggest concern for our clients is the escalation in costs that entails moving customer support Call Centre companies in Saudi Arabia
The apprehensions of our clients are well founded, but at LiveSalesman we provide a Hybrid Call Center model that makes it much more cost effective for our clients. All the customer touchpoints such as phone, email and chat interactions handled by Saudi Customer Support agents in our KSA Call Center. Whereas, our offshore teams handle Backoffice tasks like escalation management and follow ups with internal teams. In this symbiotic relationship, we are able to help our clients save significant amount of capital while still managing the customer support according to the Saudization law.
Our Hybrid model of managing Saudi Customer support comes handy especially during important periods like Ramadhan. Saudi laws require considerably reduced work hours during the Holy month of Ramadhan but without any impact on the pay-outs. This month is also a peak shopping season for most businesses operting in Saudi Arab. With our hybrid model we help our clients manage KSA customer support efficietnly without costs spiralling out of control.
Moreover, at LiveSalesman, our indutry leading training program is designed to impart thorough and extesive learning to our agents yet makes onboarding of agents a streamlined, uniform and faster process. It is an amalgamation of self-learning and trainer-assisted module. This blended program consists of training videos and E-resources like documents and software modules for the recruited agents. The training content is effective in imparting knowledge for an extended period of time. Rest of the training is assisted by seasoned experts who impart their knowledge to the call center trainees. Our blended approach in training has its own perks. It not only saves the long-term training costs for the company but is specialy effective in managing attrtition or seasonal spikes when you need to onboard new agents at a speed without compromising on the quality of training and service delivery. We implemented the same hybrid training approach while transitioning customer support for our clients to our KSA call center and could expedite the go live date by at least 10 days, saving costs for our clients.
Automation is another way by which we have helped our clients in controlling costs while moving their customer support to our Call centre in Saudi Arabia. We help our clients automate simple and repetitive customer support queries and other related tasks that don’t necessarily need human intervention. This way we reduce the number of people required to execute customer support function in our KSA call center. This process also helps our customer service outsourcing team in Call centre in Saudi Arabia to channelize their time and efforts in delivering superior customer experience and generate incremental revenue for your clients.
Our pricing plans for Saudi Customer Support support are quite flexible. We believe in understanding the client requirements thoroughly and then only work out a well-planned pricing model. Instead of imposing one price-plan structure on all, this model offers a mutual benefit for both parties. With us, you can start as small as you need to, scale up fast when you grow or scale down during low periods. We do not bind you in irrevocable contractual obligations or impose heavy penalties. It is because our clients are our long-term partners, and not projects that we want to maximize for our short term gains.
Our objective at LiveSalesman is to bring positive changes in Outsourced Customer support services and Multilingual call center services. We bring changes that not only enhance the customer experience but also make the task more cost and time-efficient for our esteemed clients. Contact us to know more about our Call Center in Saudi Arabia.