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Saudization Restricts Outsourcing of Customer Care Services

The Ministry of Human Resources and Social Development called for a 100 percent Saudization of customer care services such as call center. Saudi Minister for Human Resources and Social Development Ahmed bin Sulaiman Al-Rajhi restricted the practice of outsourcing customer care services through call centers to foreign countries, as reported by Arab News.

Business have been accustomed to outsourcing customer care services from countries like the US, the UK, India, Pakistan or other Arab countries. Upon the new decisions, services like phone calls, emails, online chats and social media interaction offered abroad can no longer be outsourced.

With the goal of increasing employment in KSA, these customer care services should now be based in Saudi Arabia. According to Arab News, the implementation of the new directives will happen in cooperation with the Ministry of Communications and Information Technology, the Communications and Information Technology Commission, the National Cybersecurity Authority and the Local Content and Government Procurement Authority.

The ministry also looks to hold training programs through its existing platforms to upskill people interested in the field of customer care. The ministry also ordered employers and owners of small and medium enterprises (SMEs) to keep track of their employees’ labor contracts through the ministry’s Madad platform and improve the contractual relationship. 

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