Welcome To The TeleServices Company

Source: www.cpilive.net
The TeleServices Company launched with new image at Middle East Call Center 2004 Conference
26th January '04 Dubai

Middle East call center guru to run the company; call center outsourcing, consulting, training, call center solutions and sales and marketing services.

Currently, fewer than 1% of all organizations in the Middle East make full use of customer relationship management tools such as call centers. But stiff market competition and the influx of multinational companies has quicken the pace of call center services adoption. And still, local market expertise, in terms of local consumer behaviour and the mechanisms required to maintain customer loyalty, are severely lacking. Today's announcement of the launch of the new image of The TeleServices Company (TSC) at the Middle East Call Center 2004 Conference (MECC 2004) will provide the growing demand for corporate telephonic services an efficient and cost-effective channel to enhance customer satisfaction.

'Today more than ever before, organizations 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,' said Ahmad Tahlak, The TeleServices Company (TSC) founder, director and chief consultant. 'Our services range from call center outsourcing, consulting and training to call center turn-key solutions and sales and marketing services.'

Tahlak is renowned internationally in the call center industry as an innovative and bottom line driven expert. His career which spans over 14 years in the industry has seen him lead successful projects with the regions largest airline industry call center. In 1991 and as route manager – yield management with Emirates Airlines, Tahlak implemented a revenue optimization mechanism in order to reduce cost and maximize revenue. 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 centers in the region, a concept which was at the time still very much in its infancy. He was also responsible for converting the Airline's Call Center from a cost center into a revenue generating center.

Following this success, Tahlak was handpicked by management in 2001 to join Emirates Airline's first customer relationship management (CRM) project. 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 center with more than 140 agent seats, with an expansion plan to 1,000 agent seats in one year. Under this program, Tahlak brought various telephone driven services such as Holiday Line, Business Travel International (BTI), World of Events and MARHABA Services to name a few, under 'one roof' and one management. His greatest achievements in his post were to improve the 'Quality Service Level (SQL) from and average of 30% to an average of 90% and reduce the abandoned call rate from an average of 25% to 3%.

Tahlak holds an undergraduate degree in business administration and management information services from the University of Arizona and a diploma in airline management from the International Air Transport Association (IATA) in Geneva. A UAE National, Tahlak was awarded the International Call Center Management Association's (ICCM) 'Global Call Center Manager of the Year' for 2 consecutive years in 2001 and 2002, which has never happened before in the history of the Association.