We focus on national staff and women make 25% of the total number of employees of the company.
We do not make deals; we build sustainable strategic partnerships and are grateful for the opportunities our partners offer to us to participate in the growth of their institutions. This was the beginning of the interview held by Alam Al Sina'a w Al Tijarah Magazine with the CEO of the Contact Center Company, Mr. Abdullah Ali Al Zahrani. The Magazine made sure to showcase to its readers the beginnings of the company, the stages of its development, how it reached this distinguished level, and its future plans under the Kingdom’s Vision of 2030 and the National Transformation Program.
First of all, we welcome you with us. We would like to know more about CCC, the leading company in the customer experience field, and the most important stages of its development over the course of its successful journey.
In the beginning I welcome you and thank you for choosing Contact Center Company and I personally as a guest of this issue of your esteemed magazine.
The establishment of the CCC in 2011 came as a strategic vision of STC Group because of the need of the Saudi market to enrich the experiences of customers and provide services to citizens and residents in the Kingdom professionally, starting with the customers of STC, to reaching a wide range of customers of companies and institutions served by CCC today with a distinguished team that exceeds 3500 employees.
Contact Center Company was one of the first companies to start employing women in this field, as well as its establishment of a dedicated center for non-Arabic speakers in five different languages, to reach a full picture of the company managing all of STC’s customer service centers, in addition to different other 18 companies and institutions.
Contact Center Company has committed itself to a set of strategic values and objectives for further development and growth. Can you tell us the most important of them?
The company aims to achieve its vision of leadership in customer experience management through excellence in implementation and continuous innovation derived from its established values, which are care, excellence, flexibility, passion, commitment and the one family spirit which will enable us to achieve more national achievements in line with the Kingdom’s Vision of 2030.
CCC’s activities vary in the provision of outsourcing services, digital channels, call center technology and more. Can you provide us with the top services you provide?
The Company offers a wide range of managed services including customer services, telephone sales, technical support, loyalty programs and collection services. It also provides integrated solutions for digital business management and social networking solutions as well as call center technology and consulting services.
From your point of view, what are the most important factors that helped in the success of Contact Center Company?
In fact, there are several factors that contributed significantly to the success of the company, which has achieved huge leaps in the relatively short years since its inception. The most important of these was the company’s adoption of national competencies as they’re closest to understanding the needs of the consumer / client in the Kingdom in addition to CCC’s adoption of global standards to control the quality of service provided to customers.
The unique environment provided by the company to its employees through the consolidation of its centers which were located in 8 areas in two main centers to be in Riyadh and Jeddah has played a key role in the company's excellence in the quality of services provided to customers. The company's current building is equipped according to international standards in this field, with a total area of 11,000 square meters, equipped with training centers, restaurants, entertainment rooms, a nursery, and a women's beauty salon.
How do you evaluate CCC’s presence on the level of Saudi cities, and what are your most important ambitions in this direction?
Today, the company has two strategic centers in both Riyadh and Jeddah, as well as its services in the headquarters of clients in other cities, and we seek to expand our business further to include new areas and cities.
Can you share with us your most important clients and the partners of your success?
CCC offers its services to a number of prominent names in the Kingdom such as STC, Saudi Post, Riyadh Metro, Amazon.com, Saudi Customs, Royal Commission for Jubail and Yanbu, Jawwy and other large companies and institutions.
How do you see the Kingdom’s Vision of 2030 and the National Transformation program launched by His Highness the Crown Prince Mohammed bin Salman, may Allah preserve him?
The ambitious vision of the Kingdom of Saudi Arabia 2030 came as a clear road map that was drawn up by His Highness the Crown Prince Mohammed bin Salman, to transform the national economy into a more diversified economy of income sources. This opens the door for the private sector to participate more and more effectively in the growth of business in the Kingdom and promote the participation of all in supporting the Royal guidance of the welfare of our beloved Kingdom.
How do you evaluate the role of the Chamber of Commerce and its specialized committees in supporting private sector companies and businessmen?
The Chamber of Commerce plays an important and pioneering role in supporting the private sector by providing important economic and trade databases, providing a variety of electronic services and harnessing all its capabilities in supporting various commercial activities, thus facilitating business and activating business operations.
How do you deal with the case of Job Saudization and how successful is CCC in making that happen?
As mentioned previously, the company relies mainly on national staff of both genders and has achieved high Saudization rates to be within the platinum range. We have also enabled Saudi women by hiring more than 25% of the total number of employees in the company. In addition to managing the company’s projects inside of the Kingdom of Saudi Arabia despite of having less costly alternatives by operating abroad, which contributes to the provision of greater job opportunities for Saudi youth, which has proved to have a great potential that can be used and utilized in the service of the national economy.
Can you tell us the most important difficulties you face and highlight the future plans for your next projects?
In fact, we at the Contact Center Company continuously strive to raise the level of services offered to our customers in the Kingdom by applying high quality standards. This makes us constantly confront the reality of government tenders that rely mainly on the lowest prices and sometimes not balance between quality and cost.
With regard to the future plans for the next phase, we are striving to emerge from the traditional call centers' hub with the expansion of digital services and focus on enriching customer experiences for a wider segment to emphasize the Kingdom's leadership in this field in the Middle East.
To whom do you send your last word?
I invite all companies and national institutions to focus on their core business while allowing the companies working in the field of customer experience to build distinctive and unique experiences for their customers through established and sustainable partnerships.