Customer journey design
We map the touchpoints and the request and escalation paths for every channel.
Customer Experience & Contact Centres
Every conversation with your customersis an experience that builds trust
The Kingdom's most reliable contact centre, around the clock across every channel — backed by the “Saudi Direct Line”.
The operational challenge
Customers don't see your channels.They see one experience
When calls, messages and email are handled without unified management, information gets lost and responses slow down. We unify the channels and build clear paths for requests, escalation and measurement.
When should you consider outsourcing? When repetitive work starts to get in the way of focus, when responsibilities multiply without a clear owner, or when you need to scale faster with measurable follow-up.
Professional operating scope
What does Entshaar run?
Decisions, policies and key approvals stay with the client. We run day-to-day execution within an agreed scope and responsibilities.
Phase one — laying the foundation
Vision & foundation
01
Customer journey design
We map the touchpoints and the request and escalation paths for every channel.
02Knowledge base
We prepare the scripts, answers and procedures the team relies on.
Phase two — executing and rolling out
Reach & rollout
03Omnichannel operations
We handle calls, chats and email through one platform and one team.
02
03Omnichannel operations
We handle calls, chats and email through one platform and one team.
04Outbound campaigns
We run outreach, follow-up and order-confirmation campaigns for target segments.
05Quality assurance
We review conversations and evaluate performance against agreed quality standards.
05Quality assurance
We review conversations and evaluate performance against agreed quality standards.
Phase three — measuring and improving
Continuous growth
03
06Customer experience analytics
We turn contact data into insights that reveal the reasons behind requests and where to improve.
07Continuous improvement
We refine procedures and retrain the team regularly as the business grows.
07Continuous improvement
We refine procedures and retrain the team regularly as the business grows.
↻A continuous, ongoing improvement cycle
Operational impact
Results that show in the way you work
More consistent operations, a clearer view of performance, and continuous improvement built on meaningful data — without complexity.
- How can I track my order?
- You can follow the order directly from the dashboard.
- Thanks, found it!
Instant customer response
Integrated, immediate support that ensures a smooth customer experience and a positive impression at every touchpoint.
Flexibility & rapid adaptation
Always availableQuick customisationFlexible integrationInstant scalingFlexibility & rapid adaptation
A scalable system that adapts to your changing business needs without complexity or downtime.
Greater consistency across channels
One unified experience across digital channels and touchpoints for a seamless customer flow.
Reports tied to business goals
Clear indicators that give leadership the visibility to read change and make sound decisions.
Faster clarity on request status
A clearer view of requests and operations, and of what needs immediate follow-up.
A continuous improvement cycle
Regular reviews of the numbers and KPIs, turned into clear, ongoing operational improvements.
Performance you can see and improve
The final indicators are set once we understand the scope. Examples include:
Response time
First-contact resolution
Customer satisfaction
SLA compliance
Abandoned-call rate
Conversation quality
Cost per contact
FAQ
What you need to know before we start
Through regular reports and reviews of indicators suited to customer experience and contact centres.
