Customer Contact Centre
Asl AlHolool runs your customer contact with people and AI agents working as one team. The result is an operating model that is efficient and effective, built around one priority: resolving the customer's need at the first contact.
Related topicsFirst contact resolution comes first
We design every process, script and handover so the customer does not have to call twice.
AI agents and people, one team
AI agents handle routine requests at once and support our advisors in real time, so people spend their time where judgement matters.
One conversation on every channel
Voice, chat, email, WhatsApp and social media share one history, so customers never repeat themselves.
Your business challenge
Customers judge you by how quickly their need is resolved, not by how quickly the phone is answered. Yet many contact centres still measure speed, add headcount as volumes grow, and leave customers to call back. Leaders are asking:
- Why do customers contact us more than once about the same issue?
- How do we lower the cost of service without lowering its quality?
- How do we stay available day and night without doubling the team?
- Why do customers have to repeat themselves when they change channel?
- How many sales do we lose in calls that were never followed up?
- Where can AI agents take the load, and where must a person stay?
What we do
Customer care
The everyday contact that shapes how customers feel about you. We answer, resolve and follow up:
- General inquiries about products, orders, accounts and billing
- Issue and complaint resolution, with one owner until it is closed
- Service recovery and follow-up when something goes wrong
- Retention conversations with customers who want to leave
- AI agents that answer routine questions at once and hand over to a person with the full history
Inbound sales
Every inquiry is a chance to sell. We make it easy for customers to buy, on the channel they choose:
- Answering sales inquiries and qualifying leads
- Order taking, cross-selling and upselling
- Voice, chat, email, WhatsApp and social media in one seamless omnichannel journey
- A conversation can start on one channel and finish on another without starting again
- AI agents that capture what the customer wants, route them to the right seller and follow up
- Measured by conversion, not call volume
Technical support
When a product or service stops working, customers want it fixed the first time:
- First- and second-line support with clear escalation
- Troubleshooting, set-up and onboarding help
- A knowledge base that is kept up to date
- Ownership of each case until the customer confirms it is solved
- AI agents that guide the diagnosis and suggest the fix to the advisor in real time
Voice of Customer
Every contact tells you something. We listen to all of them and turn what we hear into action:
- Surveys after contact for satisfaction, loyalty and effort
- AI analysis of calls and messages, not a small sample
- The root causes behind repeat contacts
- Feedback routed to the team that can fix the cause
- Dashboards for leaders
- More on our Voice of Customer service
Collections
Recovering what is owed while keeping the customer:
- Payment reminders before and after the due date
- Early-stage collection calls
- Payment arrangements and promise-to-pay follow-up
- Handling of disputes and queries
- Respectful conduct, in line with regulation
- AI agents that send reminders and offer self-service payment, with advisors taking the conversations that need a person
AI agents and an optimised operating model
Our AI agents work beside our advisors on every contact. Together they give you an operating model that is efficient, because routine work is automated, and effective, because more customers are resolved at the first contact.
First contact resolution at the top
We track it on every service, find why customers come back, and fix the cause.
AI agents on the front line
Routine questions answered at once, day and night, on any channel.
Real-time help for advisors
The right answer, the next best step and an automatic summary during the conversation.
Smart routing
Each customer reaches the person or AI agent best placed to resolve the need.
Quality on every contact
AI reviews all interactions, not a sample, so coaching is based on facts.
The right team at the right time
Forecasting and scheduling keep waiting times and cost under control.
Seamless handover
When an AI agent passes a customer to a person, the full history goes with them.
AI agents do not replace our people. They free them for the conversations that need judgement and empathy.
Why Asl AlHolool
Our partners have built and run some of the region's largest contact centres. We know what a good operation looks like from the floor, and we design ours around the customer, not around the queue. You get contractual service levels, clear reporting, and one team accountable for the result.
Alliance relationships
Our alliance with Sky Business Services gives you contact centre and debt collection operations run day to day to our standards. Their wider business-services experience, from HR and payroll to IT and procurement, brings standardised processes, professional support and flexible cost. Their teams deliver the service under our engagement, and we stay accountable for the result.
The team
Ahmad Al-Zaqa
Partner, Board memberMore than 22 years in consulting and customer experience across telecom, retail and the public sector. CCXP, and President of the Saudi chapter of the CXPA.
22+ years | STC Contact Centers, Convergys
Taher Aly
Partner, Customer Operations25 years in customer operations, from the contact-centre floor at Raya and Wasla to general management and founder roles. MBA in Marketing.
25+ years | Raya Contact Center, Wasla
Kareemeldine Erfan
Senior Consultant, Technology & AI TransformationHands-on experience leading technology teams and building digital products end to end, from mobile apps to full-stack systems.
4+ years | Fawry PlusOur latest thinking
Customer experience is no longer a support function. It is the growth strategy
Most customers who leave do so because of poor experience, not price. What does that mean for how you run your business?
From delivery to delight: turning excellence into experience
Efficient operations alone reduce cost. Connected to customer experience, they drive loyalty, reputation and retention.
Saudi Arabia BPO & Customer Experience Outsourcing Market: 2026 Outlook
How big is the KSA outsourcing opportunity? Our study sizes the market at USD 1.5B+ today, growing toward USD 4B by 2033.
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