Bahrain’s 1st social media command centre declared

Manama: Invita, a pioneer in the Business Process Outsourcing market, will soon launch its first social media command centre (SMCC), focusing on social media and digital marketing for its clients in the region. 

The SMCC, is scheduled to be formally launched after Eid-Al-Fitr and will interact with the customers on social media on behalf of Invita’s clients and manage them through omni-channels. Additionally, it will be generating business intelligence reports for the clients based on the activity on the social media channels.

In the current scenario, social media clearly plays a powerful role in influencing customers, and businesses are beginning to understand its impact on their operations and growth. In today’s world of business, not addressing social media comments can be just as damaging as ignoring a formal complaint. For business, the challenge is to sift through vast amounts of ever-increasing online data and utilise it to their benefit. Here is where Invita’s SMCC can provide its expert service. Through the command centre, it intends to focus and work on reviewing comments and addressing the negative feedback, with an aim to understand the cause of the dissatisfaction and resolving it, thereby converting negatives to positives. Timely intervention will demonstrate an establishment’s commitment to its clients, thereby developing positive reviews.

“Invita is making a significant investment in the future of customer experience with its new social media contact centre,” said Invita CE Rahul Bhalla. “We are expanding our capabilities for non-voice support and in the process helping our clients realise that this is the future; of Voice of the Customer that needs to be harnessed to manage effective communication with the customer.”

“This Omni-channel contact centre will engage customers and increase their satisfaction rate making them highly satisfied 9-star customers eventually leading to up sells and cross sell for our clients,” Bhalla added.

Invita was launched in 2006 as a fully owned subsidiary of BBK Bank and delivers services in Bahrain, Kuwait and the UAE. Its portfolio of services and solutions is tailored to suit companies’ requirements and spans Business Process Outsourcing, IT, Consultancy & Training services. Its clients operate across a spectrum of industries including Banking, Insurance, Retail, Telecoms, Utilities to Airlines, and Public Sector. Invita is managed by a dynamic team of leaders, with extensive experience and knowledge in varied sectors including Financial Services, Credit Cards, e-Banking, CRM and Cloud Technology.