Kuwait Finance House (KFH) has introduced an extensive training program designed to equip new contact center staff with the skills necessary for high-level customer engagement.

By investing in local talent, KFH aims to sharpen the professional capabilities of young nationals, ensuring they remain competitive in the service sector. This program further cements KFH’s status as a leader in delivering top-tier banking solutions and exceptional customer care.

KFH Executive Manager Talent Management, Mohammed Al-Musalam said that the three-month training program benefited 50 new employees across three separate batches.

Al-Musalam added that the program was delivered by highly experienced certified trainers from KFH staff, which provided the new employees with a unique opportunity to develop their communication and benefit from their expertise, making the training more effective and applicable to their work.

Al-Musalam noted that KFH attributes its strategic success and market leadership primarily to the efficiency and excellence of its human resources. He emphasized that the bank is committed to investing in its workforce by providing a stimulating environment and a comprehensive vision for professional development. Furthermore, he highlighted KFH's strategy of offering high-level specialized training programs and leveraging digital platforms to enhance skills, an approach that directly boosts performance indicators and operational efficiency.

Meanwhile, KFH Executive Manager Contact Center Service Channels, Ali Azeran, noted that the training program addressed key contact center operations. It focused on customer service concepts, professional inquiry handling, and an introduction to Islamic banking. Participants also received an overview of core banking products, such as accounts, cards, and deposits.

Azeran added that the program includes various assessments to measure job readiness, providing trainees with the confidence and skills to handle customer inquiries and workplace challenges efficiently. He explained that by utilizing the latest technologies, aligned with global banking standards, the program sets new employees on the right path to perform their duties to the highest standard.

He emphasized that KFH was keen to ensure the training program was multifaceted, where its goal was not limited to the contact center but also extended to supporting them in their career paths in the banking sector, raising their efficiency, and enriching their financial skills.