TSC targets region's call centre market

Fewer than 1% of all organisations in the Middle East make full use of CRM tools such as call centres. Local market expertise and customer loyalty mechanisms are still severely lacking says Ahmad Tahlak, founder of The TeleServices Company (TSC).

  • E-Mail
By  Maddy Reddy Published  January 26, 2004

“Currently, fewer than 1% of all organisations in the Middle East make full use of customer relationship management (CRM) tools such as call centers. But stiff market competition and the influx of multinational companies have quickened the pace of call centre services adoption,” says Ahmad Tahlak, founder, director and chief consultant of The TeleServices Company (TSC). “And still, local market expertise, in terms of local consumer behavior and the mechanisms required to maintain customer loyalty, are severely lacking,” adds Tahlak. Addressing customers and vendors at the Middle East Call Centre 2004 Conference (MECC 2004) in Dubai, he says: “Today more than ever before, organisations are looking for ways to develop high efficiency channels for conducting their business while at the same time maintaining a balance between costs and customer contentment.” TSC offers four primary services: call centre outsourcing, consulting, training, turnkey solutions and sales & marketing services. “We assist organisations to utilise the telephonic services more effectively to enhance customer service. Today, more than ever before, organisations are looking for ways to develop lower cost channels for conducting their business while at the same time increase levels of customer satisfaction,” says Tahlak. He adds that that the quality service level (QSL) of Middle East based call centres borders at an average of 30% with the abandoned call rate at 25%. Tahlak later moved on to join Emirates Airline's first CRM project in 2001. Then in 2002 he moved to the Dubai National Airline Travel Agency (DNATA) as call center manager where he was responsible for the management of the region's largest airline industry call centre with more than 140 agent seats, with an expansion plan to 1,000 agent seats in one year. Under this program, Tahlak unified the various telephone driven services such as Holiday Line, Business Travel International (BTI), World of Events and Marhaba. During his 14-year career in the call centre industry, Tahlak's first major initiative was in 1991 and as route manager - yield management with Emirates Airlines, to implement a revenue optimisation mechanism for cost reduction and revenue maximisation. In 1994, he was named manager reservations, telesales and quality control at Emirates Airlines where he took over a 30 agent reservations unit and turned it into one of the first call centres in the region, a concept which was at the time still very much in its infancy. A UAE National, Tahlak was awarded the International Call Centre Management Association's (ICCM) 'Global Call Centre Manager of the Year' for two consecutive years in 2001 and 2002.

Add a Comment

Your display name This field is mandatory

Your e-mail address This field is mandatory (Your e-mail address won't be published)

Security code