Mansour Al Dalaan

TBY talks to Mansour Al Dalaan, CEO of ccc by stc.

What differentiates ccc from its competitors in the sector?

ccc is the leader in customer experience in the region. We are ahead of our competitors in several ways, one of which is the quality of operations digital tools, such as data analysis tools or speech analysis tools, and workforce management. We also have a huge, scalable infrastructure to accommodate large traffic. Our business continuity is established at 100%, where we ensure that the business continues from a conductivity point of view and the infrastructure is available, as well as locations; however, one of the major differentiators is that ccc is the first and only BPO in Saudi Arabia to be certified with the prestigious COPC OSP standard, which is considered a globally recognized benchmark for outsourced service delivery and operations

What are your ambitions for the region?

We have over 6,000 employees in CCC, and we aim to reach 10,000 in a few years. We also aim to make Saudi Arabia one of the mature service industries and expand the business outside of the Kingdom. We serve local companies and aim to provide our services in international markets to import calls and traffics, which will open more jobs and support the Kingdom’s economy.

What is the process of exploring new verticals like, and what sectors might you develop into next?

For the time being, we continue to operate in all service verticals, including government and semi-government, healthcare, transportation, telecom, and financial business. Currently, we are developing offerings for travel and airline businesses. Once we cover the travel or airlines business, we will complete the cycle of all service industries in the Saudi market. We are also venturing into provided human resource outsourcing (HRO) and finance and accounting operations (FAO) and also plan to divert into many more specific service offerings.