Executive Profile: Safwan Al Khatib


Mr. Safwan M. Al Khatib, the Executive Managing Director of Smart Link Company, is well-known in the Kingdom of Saudi Arabia as a visionary and one of the most influential pioneers of the regional Contact Center industry. Driven by the desire to redefine professional customer care and offer excellent customer service as undeniable assets of any successful investment, Mr. Al Khatib has been relentlessly pursuing new challenges and has played a crucial role in the reinvention and modern standardization of the Middle East Contact Center industry. His motto has always been “ you can’t ask customers for more, unless you provide them with more … more substance, more quality, more honesty and more commitment”

Mr. Al Khatib leads one of the largest business consulting groups in the Kingdom. Under his able leadership, Smart Link Company has not only grown its business significantly but has also been able to expand further to include all services related to the Contact Center industry. Over the last six years, the Smart Link Company, which is now a multimillion dollar business with more than 2200 employees onboard, has become the choice of many high profile government bodies responsible for many vital public services such as Energy and Public Utility Services, tourism, mail service, Human Resources Development and education and data security; and the best of private sector companies in various fields of mission critical industries such as telecommunication, aviation, banking, truism, manufacturing and information technology.

Mr. Al Khatib has also been instrumental in introducing the new concept of running and managing a contact center facility under a unique working environment in KSA. He motivates industry peers to compete in a manner that ensures constant development and progress into international markets. For his contribution to the kingdom’s business, Mr. Al Khatib was honoured with the Market Pioneer 2011 Award for KSA.

Mr. Al Khatib holds a bachelors degree in computer engineering. He has held several positions in leading KSA companies such as ARAMCO KSA, Al Alamiah, AWAL.NET and ITC.

Industry Awards:

Under Mr. Al Khatib’s management, Smart Link has won several national awards which include:
• Best in-house developed CRM Application 2009, For Saudi commission of Tourism & Antiquities.
• Best medium size call center 2010 (30 – 70 seat), For NAS Air Unified Reservation Outsourced Call Center.
• Best Large Outsourced Service Provider (? 300 seat) 2011
• Best Recruitment Program – 2011
• KSA Market Pioneer ( Eng, Safwan Al-Khatib ) 2011
• Best New Call Center 2011, for Ministry of Higher Education SANEED center – Operated by Smart Link.
• Call Center Manager Of the Year 2011 – NAS Air fully outsourced call center to Smart Link.

About Smart Link

Smart Link is a subsidiary of Al-Khaleej Training & Education, the largest network of training centers in Saudi Arabia. Smart Link is one of the biggest outsourcing call centers and BPO Service providers in the region with state-of-the-art technology and capacity to accommodate high volume of agents.

The pioneering, award-winning Riyadh-based company provides outbound and inbound teleservices for various business activities including lead generation, inbound customer service, help-desk, appointment scheduling, market research, surveys and client retention. Using the most advanced contact center technology in the industry and qualified customer service representatives, Smart Link is dedicated to helping organizations increase their business performance and strengthen their customer service. Smart Link’s client list includes prominent organizations and government agencies in various fields of mission critical pivotal service inclusive of banking, energy, water services, tourism, telecomm, insurance, aviation, public services, E-learning and fast food.

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By nimi