The Kingdom of Saudi Arabia (KSA) is an oil-based economy holding the largest share of petroleum reserves the world over. Apart from oil, the region also delves into other revenue-generating sectors like real estate, construction, healthcare, education, tourism, manufacturing, telecom, etc., with foreign investments. The monarchy encourages these non-oil businesses to lessen their dependency on the oil sector due to fluctuations in its market.
With the boom in internet services, KSA has also kept itself abreast with the new digital revolution. There is automation in every section- from governmental to private- to provide the natives enhanced services. Arabic is the principal language of the region-spoken as well as official. It becomes all the more necessary to have a workforce proficient in the Arabic language.
It is no wonder then that customer services in the Kingdom should invest in multilingual or bilingual call center services for the provision of the Saudi customers.
If you have to appease the Saudi customer base, it is crucial to have KSA customer support that appeals to them. With the majority of the population speaking Arabic with its usage in official discourse and business circles, customer service outsourcing in the Arabic language becomes necessary more than ever.
For state-of-the-art customer services, you have to follow specific best practices. A stellar bilingual call center service customized as per the regional peculiarities would go a long way in establishing your business in the region.
- Before offering support, you have to understand the cultural distinctions and nuances of the Saudi population. People in the Saudi Arabian region follow certain societal norms, and you have to maintain the same. Saudi natives give importance to honor, which reflects in their day-to-day social conduct. They expect graceful social behavior with a non-aggressive approach. The religion of Islam is the guiding force in their everyday activities. It is crucial to understand these social and cultural refinements of the people for thorough customer service in the region.
- Ramadhan is a very sacred month for this Muslim-dominated country. All the regular activities- day to day or business are altered according to the holy month. It is mandatory to have lesser work hours with no effect on the payments and salaries of the employees. As a customer service outsourcing company, it is crucial to acknowledge this vital religious information and incorporate it into your services. You need to comply with the operations as per the rules set during the month of Ramadhan.
- For a successful run of your KSA customer support center, you have to rely on the services of expert expat managers. Saudi labor laws are sophisticated, and thus, there is a need for these expat managers. They have the necessary expertise, knowledge, and experience working in the Saudi region. They know, in and out, the business complexities pertaining to Saudi Arabia. Their skills can help establish your enterprise the best among the lot in the kingdom.
- You have to understand and be well-versed with the requirement of each business you work for in the region. KSA has a unique business temperament, and as an outsourced vendor, you have to make your teams aware of that. When their peculiar business needs are understood, it becomes easy to provide customized call center services. Moreover, being flexible is the key to success. As a customer service outsourcing company, you need to offer easy and scalable call center solutions. You ought to have a ready staff for upscaling and downscaling needs of the concerned business., especially during times like Ramadhan. It is a time of extensive retail and requires 24/7 call center support.
- Bilingual call center support is a must if you want to operate in Saudi Arabia. Most of the population speaks the Arabic language. And it thus becomes mandatory to have customer services in the native language. Agents should be acquainted with the language, dialectal differences, and customs of the Saudi people. You should train your staff in interpersonal skills, etiquette, local traditions, and nuances for a customer service that is class apart from the rest.
- In addition to bilingual support, automated software and tools are necessary to provide superior customer service. You should ensure that your call center systems are up-to-date with the latest technology and tools. Secure systems, integrated CRM, Automated Analytics, translation tools, etc., are necessary to ensure the best KSA customer support services.
- Amongst all the best practices, you have to be aware of the recently introduced Saudi Nationalization scheme. It is mandatory to recruit the local Saudi population as representatives for customer care jobs. This step is necessary for generating employment opportunities for the youth in the region. For successful operations, hire a local talent pool as customer agents, whereas you maintain off-shore and backend operations for smooth customer care services.
Follow these best practices when dealing with the Saudi customer base and see your business grow each day. A customer service outsourcing company that speaks the language of the nationals respecting their cultural practices will ensure to deliver excellent customer care support. And with happy customers, a business is bound to see exponential growth.