🔒 CONFIDENTIAL - PROPRIETARY INFORMATION

✈️

Our Journey to KAEC

How we turned a site visit into a transformation blueprint for SAUDIA's Call Center of the Future

📅 APRIL 19, 2026 · KAEC, SAUDI ARABIA

🏢

The Visit

We Arrived at SAUDIA Contact Center — KAEC

On April 19th, 2026, our team flew to the King Abdullah Economic City (KAEC) and stepped into SAUDIA's Contact Center operations firsthand. This wasn't a desk review — it was a full immersion into the heartbeat of SAUDIA's customer-facing operations.

🤝

Deep Dive Meetings

8 Structured Sessions Across Key Domains

We conducted 8 focused meetings designed to uncover the full picture — from the agent experience to the customer journey. Each session was purposefully scoped:

😊

Customer Experience

Journey mapping, pain points & service gaps

👥

Employee Experience

Engagement, tools, career paths & wellbeing

🔍

Process Shadowing

Live observation of agent workflows & escalations

🎧

Live Observation

Shadowed 40+ Transaction Categories

40+

Transaction Categories Shadowed

Live agent sessions across voice, chat & back-office

40+

Transactions Read & Reviewed

Detailed call records, chat logs & case notes analyzed

📊

Data Analysis

16 Months of Historical Data — Analysed

We went deep into 16 months of historical operational data — covering volumes, handle times, seasonality, channel mix, and performance trends. This gave us the evidence base to design solutions grounded in SAUDIA's real operational reality, not assumptions.

💡

Assessment Outcomes

What the Assessment Told Us

When we synthesised everything — the meetings, the shadowing, the data — four clear strategic imperatives emerged. These became the pillars of our Final Proposal:

🤖

More Transformation

AI, automation & digital-first workflows to modernise operations end to end

💰

More Cost Efficiency

Smarter staffing models, nearshore blending & declining rate structures over 5 years

❤️

Better Employee Experience

Invest in people — career growth, better tools, and a culture that retains talent

⭐

Better Customer Experience

Faster resolution, seamless omnichannel & AI-powered self-service for SAUDIA's passengers

🚀

From Observation to Action

Everything you'll find in this Final Proposal was built on what we saw, heard, and measured during our time at KAEC. This is not a generic bid — it is a solution designed specifically for SAUDIA.

BEST AND FINAL OFFER — BAFO

⚖️ Before vs. After

Current State vs. Teleperformance Proposed Solution · Transformation Highlights

CURRENT STATE

WITH TELEPERFORMANCE

🖥️

CATEGORY 01

Contract & Systems

📋 Contract AGREEMENT

CURRENT STATE

Multiple fragmented contracts

Disconnected vendors, inconsistent quality, no unified visibility

→

UPGRADE

WITH TELEPERFORMANCE

Unified, all-in-one contract

Single platform across all sites — real-time visibility, seamless routing & analytics

⚙️ Operational Systems INFRASTRUCTURE

CURRENT STATE

Separate systems for offshore teams

Data silos between onshore and offshore — inconsistent reporting & delays

→

UNIFIED

WITH TELEPERFORMANCE

Unified systems for both onshore & offshore

One operational backbone — consistent KPIs, reporting & management across all geographies

🤖

CATEGORY 02

Automation & AI

⚡ Automation Rate AI-POWERED

CURRENT STATE

No automated services

0%

Automation Rate

→

LEAP

WITH TELEPERFORMANCE

62% committed · 80% target

62% → 80% target

4+ Million interactions automated annually

👥

CATEGORY 03

Workforce & HR

💵 Starting Salary COMPENSATION

CURRENT STATE

SAR 4,800

Monthly starting salary

→

+35%

WITH TELEPERFORMANCE

SAR 6,500

Increased monthly starting salary

📉 Attrition Rate RETENTION

CURRENT STATE

HIGH

Uncontrolled — talent drain, cost spikes

→

CAPPED

WITH TELEPERFORMANCE

≤ 3%

Contractually capped maximum attrition

💻 Equipment (WFH) ENABLEMENT

CURRENT STATE

Agents use personal laptops

Inconsistent specs, security risks, no hardware standardisation

→

SECURED

WITH TELEPERFORMANCE

TP provides company-owned laptops

Standardised hardware, encrypted endpoints, full IT governance

🏛️

CATEGORY 04

Facilities & Infrastructure

🎛️ Command Center OPERATIONS

CURRENT STATE

None

No centralised operations command — reactive management, no real-time oversight

→

BUILT

WITH TELEPERFORMANCE

Dedicated center at SAUDIA premises in KAEC

24/7 live command & control · real-time dashboards · escalation management

💎

CATEGORY 05

Customer Experience

✨ Personalized CX EXPERIENCE

CURRENT STATE

None

Generic, one-size-fits-all interactions — no customer context loaded at agent screen

→

AI DRIVEN

WITH TELEPERFORMANCE

Hyper-personalised experience tailored to each traveller

🧑 Customer Profiles ✈️ Travel Details 🛫 Departure / Destination 🏙️ Airport Context 🌦️ Real-time Weather 🚦 Live Traffic

TRANSFORMATION SCORECARD

8 Dimensions · 8 Upgrades

Every single dimension shows a decisive improvement with Teleperformance

0 / 8

Current State Wins

CLEAR WINNER

8 / 8

Teleperformance Wins

100%

Improvement Rate

BEST AND FINAL OFFER — BAFO

🚀 Transformation Strategy

AI-Powered 5-Year Roadmap · SAUDIA Call Center Outsourcing · Teleperformance

AUTOMATION INTELLIGENCE

Top 20 Use Cases — ROI Analysis

Up to 75% Automation Rate · 600 Agents Baseline · Ranked by Total Volume Impact · 97.5% coverage of 8,580,000 Y1 total interactions

8.58M

Total Interactions Covered

6.44M

Automated at 75% Rate

536,250

Monthly Automated Contacts

97.5%

Total Interaction Coverage

5

Deployment Phases (60 Months)

Rank	Use Case	Phase	Go-Live	Channels	Total Volume	Automated (75%)	Monthly Auto.
⚡ PHASE 1 — Go-Live M5
1	Travel Inquiry — Flight & Booking	Phase 1	M5	Voice + Digital	1,436,721	1,077,540	89,795
2	Manage Booking — Change Flight/Schedule	Phase 1	M5–M6	Voice + Digital	699,729	524,796	43,733
3	Alfursan Account — Update / Promo / Missing / Partners	Phase 1	M5–M7	Voice + Digital	666,207	499,655	41,637
5	Manage Booking — Upgrade	Phase 1	M5–M8	Voice + Digital	352,124	264,093	22,007
🔵 PHASE 2 — Go-Live M14
4	TKT & EMD Balance	Phase 2	M14–M17	Voice	369,479	277,109	23,092
6	Refund / Cancel Booking	Phase 2	M14–M17	Voice + Digital	311,410	233,557	19,463
7	New Booking — Domestic	Phase 2	M14–M17	Voice + Digital	241,086	180,814	15,067
8	New Booking — International	Phase 2	M14–M17	Voice + Digital	169,139	126,854	10,571
🟠 PHASE 3 — Go-Live M26
13	Complaints — Refunds	Phase 3	M26–M29	Voice + Digital	113,174	84,880	7,073
15	Complaints — Payments	Phase 3	M26–M29	Voice + Digital	68,278	51,208	4,267
16	Complaints — Flight Delay / Change	Phase 3	M26–M29	Voice + Digital	64,551	48,413	4,034
18	Complaints — Baggage	Phase 3	M26–M29	Voice + Digital	57,226	42,919	3,576
🟣 PHASE 4 — Go-Live M38
10	Open TKT	Phase 4	M38–M41	Voice	148,816	111,612	9,301
11	Refund / Cancel Booking Issue	Phase 4	M38–M41	Voice	137,760	103,320	8,610
12	Merge / Reissue Ticket / EMD	Phase 4	M38–M41	Voice	113,432	85,074	7,089
14	Website Issues	Phase 4	M38–M41	Voice + Digital	102,229	76,671	6,389
🔴 PHASE 5 — Go-Live M50
9	Travel Inquiry — VISA / Restrictions	Phase 5	M50–M53	Voice + Digital	155,609	116,706	9,725
17	Ancillary — Paid Seat / Change Seat	Phase 5	M50–M53	Voice + Digital	59,601	44,700	3,725
19	Ancillary — Other	Phase 5	M50–M53	Voice + Digital	54,061	40,545	3,378
20	General Inquiry	Phase 5	M50–M53	Digital	36,213	27,159	2,263
TOTAL — 20 Use Cases					5,356,845	4,017,625	334,795

📞 Voice Automation by Phase

Phase	M5–M8	M17	M29	M41	M53
Monthly Vol.	254,100	356,194	378,881	428,794	451,481
Deflection Rate	42.0%	58.9%	62.6%	70.9%	74.6%

💬 Chat Automation by Phase

Phase	M5–M8	M17	M29	M41	M53
Monthly Vol.	61,050	66,000	73,425	75,075	83,325
Deflection Rate	55.5%	60.0%	66.8%	68.3%	75.8%

WORKFORCE PLANNING

FTE Phasing — 60-Month Headcount Plan

DOMESTIC (KSA)

Agent Headcount Trajectory

Role	M1	Y1 (M12)	Y2 (M24)	Y3 (M36)	Y4 (M48)	Y5 (M60)
Voice Agents	540	396	281	255	199	173
Chat Agents	96	88	78	58	58	58
Total Agents	636	484	359	313	257	231
Supervisors (1:25)	25	19	14	13	10	9
ACCM (1:75)	8	6	5	4	3	3
Ops Manager (1:100)	6	5	4	3	3	2
QA (1:40)	16	12	9	8	6	6
Trainers (1:100)	6	5	4	3	3	2
WFM	2	2	2	2	2	2
RTM (1:100)	6	5	4	3	3	2

📉 Domestic Reduction: 636 → 231 agents over 5 years (-63.7%)
License Count M1: ~359 → M60: ~130 (Genesys concurrent seats)

INTERNATIONAL (Egypt)

Agent Headcount Trajectory

Role	M1	Y1 (M12)	Y2 (M24)	Y3 (M36)	Y4 (M48)	Y5 (M60)
Total Voice Agents	77	72	51	46	44	40
Supervisors (1:25)	3	3	2	2	2	2
ACCM (1:75)	1	1	1	1	1	1
Ops Manager (1:100)	1	1	1	1	1	1
QA (1:40)	2	2	1	1	1	1
Trainers	1	1	1	1	1	1
RTM (1:100)	1	1	1	1	1	1

📉 International Reduction: 77 → 40 agents over 5 years (-48.1%)
Combined Total (D+I) M1: ~713 FTE → Y5: ~271 FTE (-62.0%)

VOLUME INTELLIGENCE

Contact Volume Data — 5-Year Projection

DOMESTIC ANNUAL VOLUMES

Channel-Level Breakdown

Channel	Y1	Y2	Y3	Y4	Y5
Voice Concierge	6,300,000	6,300,000	6,300,000	6,300,000	6,300,000
Voice Bot 🤖	1,578,938	3,354,750	3,866,625	4,291,875	4,622,625
Chat Concierge	1,320,000	1,320,000	1,320,000	1,320,000	1,320,000
Chatbot 🤖	387,750	772,200	851,400	894,300	966,900
Agent Assist 🤖	2,601,575	3,493,050	2,901,975	2,433,825	2,030,475
Survey	1,413,328	873,263	725,494	608,456	507,619

INTERNATIONAL ANNUAL VOLUMES

Channel-Level Breakdown

Channel	Y1	Y2	Y3	Y4	Y5
Voice Concierge	960,000	960,000	960,000	960,000	960,000
Voice Bot 🤖	240,600	511,200	589,200	654,000	704,400
Agent Assist 🤖	336,800	448,800	370,800	306,000	255,600
Survey	179,850	112,200	92,700	76,500	63,900

TECHNOLOGY ROADMAP

Solution Go-Live Plan — 60-Month Deployment

PHASE 1 — M1–M8

Foundation Layer

📞 Conversational IVR
🔀 Contact Deflection (D + I)
🧠 AI Knowledge Base (KnowMax)
📊 Interaction Analytics (enabled)

PHASE 2 — M9–M24

AI Enhancement

💬 Chatbot (Arabic + English)
🤖 AI Agent Co-pilot (D + I)
📝 AI Call Summarization (D + I)

PHASE 3–5 — M25–M60

Full Automation

🎮 Gamification (D + I)
📐 Lean Six Sigma (TP) (D + I)
🔄 Continuous Optimization Loop

5-YEAR TRANSFORMATION OUTCOME

-63.7%

Domestic Agent Reduction

-48.1%

International Agent Reduction

75%

Peak Automation Rate

6.44M

Annual Contacts Automated

20

Use Cases Automated

97.5%

Interaction Coverage

BEST AND FINAL OFFER — BAFO

🖥️ IT & Managed Services

Technical Proposal · Managed Services Scope · ITSM Framework · SLAs

14

Total IT Resources

24×7

On-Call Support Coverage

60

CR Days / Year Included

5

Supported AI Platforms

1h

P1 Resolution Target

TELEPERFORMANCE — TECHNICAL PROPOSAL v2 (Apr 2026)

International CC Unification & Digital Transformation Scope

GENESYS CLOUD

International CC Setup (77 Agents)

📞 BYOC Cloud Trunk — up to 27 trunks (SBC to Genesys)
👤 77 Users (Agents, Supervisors, Admins)
🔀 Advanced Routing: Skills, Last Agent, Preferred Agent, Location-based, Time-based, EWT all channels
📋 27× IVR Flows (menu-based, no self-service)
🧠 KnowMax Knowledge Base integration (359 domestic + 43 intl concurrent users)
📝 Agent Co-Pilot: Article surfacing, Next Best Action, Conversation Summary, Auto Wrap-up Codes
📊 QM + AI Scoring (8 interactions/user/month), PDF export, low-score alerts
🎙️ Speech & Text Analytics (Arabic + English): Sentiment, Empathy Score, Topic Miner, Transcriptions
📅 WFM: Forecasting, Scheduling, Genesys Tempo Mobile App
🎮 Gamification + Learning & Coaching Module
🔗 MS Dynamics 365 CRM Connector (extended for intl CC)
📡 Post-call Survey (AppFoundry), 1-week Go-live support, Basic QM/WFM & Co-Pilot training

AI PLATFORMS

Supported Systems & Channels

🤖 Platforms Supported

Genesys Cloud Interaction Platform
Kore.ai — Chatbot & Voicebot (Arabic + English)
Groq-Bunyan LLM (L1 support, token-based billing)
Emotech/IST ASR & TTS (annual updates, TAM assigned)
KnowMax Knowledge Base (SSO, BI integration, 5k doc migration)

📡 Channels Supported

Voice Live Chat Web Chat Mobile App WhatsApp X / Twitter Facebook Instagram YouTube Outbound Call Back

🚫 Out of Scope: International numbering/SIP, WhatsApp per-message fees, TTS custom voice cloning, Video calls, Email/fax, Hard phones, Visual IVR, Middleware hosting, Genesys Org migration to AWS-KSA

🗂️ Project Management & Delivery Model

Agile (Primary)

Sprint-based monthly deliverables, flexible to changing Saudia requirements, collaborative ceremonies with stakeholders.

Design Thinking

Guest-centric prototyping covering full journey touchpoints. Empathy-driven iteration before full build-out.

Waterfall (Where Needed)

Structured linear process for fixed-scope components: IVR flows, integrations, QM configuration.

PM Single Point of Contact

1 hybrid PM owns all project communications between Saudia Airlines, prime contractor, and TP throughout 5-year engagement.

IST — MANAGED SERVICES v2

ITSM Framework & Managed Support Services

Priority	Description	Response Time	Resolution Time	Achievement Target
P1 — Critical	All users impacted, service cannot be provided, reputational damage	15 min	1 hour	95% / 75% min
P2 — High	>50% users impacted, core business functions affected, time-sensitive	30 min	4 hours	95% / 75% min
P3 — Normal	25–50% users impacted, non-core functions, sufficient time to act	8 hours	3 days	75% min
P4 — Low	Individual users, <25% impacted, non-time-sensitive, can be postponed	12 hours	4 days	75% min

⚙️ ITSM Processes (ITIL-based)

🔔 Incident Management — SPOC via Zendesk (email + voice), RCA for P1/P2, severity-based escalation matrix
🔍 Problem Management — Root cause investigation, known error DB, proactive & reactive tracks
🔄 Change Management — Standard / Normal / Major / Emergency; CAB approval for major; 60 CR-days/year included
📚 Knowledge Management — IST internal KB + industry decades of experience; aligned to Genesys Cloud
🛡️ Risk & Vulnerability Management — Genesys Cloud ISO 27001, continuous threat monitoring
♻️ Service Continuity — Genesys multi-region DR (RTO: 10 min Tier-0), real-time data replication
📈 Continual Service Improvement — Monthly reports, quarterly business reviews, annual full system audit

🔄 Change Types & SLAs

Type	Assignment	Fulfillment
Standard — Repetitive, no-impact	1 day	3 days
Emergency — Outside CAB window	4 hrs	8 hrs
Normal — Infra change with outage risk	1 day	7 days
Major — Tier-1 outage, CAB required	2 days	2 weeks

CR Examples included: New IVR/chatbot use cases, new integration, Power BI custom reports, add/remove agent configuration, modify IVR flows & AI use cases, survey config, API gateway definitions.

👥 Team Structure — 14 Resources

🔀 Hybrid

1× Project Manager
Full 5-year engagement

🏢 Onsite (KSA)

1× Service Delivery Manager
Y1: 6 mo onsite + 4 mo offshore; Y2–5: 2 mo each

🌐 Near-Offshore Support (5-year)

1× Tech Lead Engineer
3× System Engineers
1× Developer
1× Conv. AI Engineer
1× Quality Tester

🚀 Near-Offshore Implementation

2× System Eng / WFO Specialists (Y1: 6 mo)
1× Developer (4 mo/year)
1× Conv. AI Eng (4 mo/year)
1× QA Tester (4 mo/year)

App Tier	Availability Target	RTO	RPO	DR Objective	MTBF Target
🔴 Tier 0 (Mission Critical)	99.995%	10 min	0 data loss	4 hours	6 months
🟠 Tier 1 (Business Critical)	99.95%	4 hours	15 min data	24 hours	3 months
🟡 Tier 2 (Standard)	99.0%	1 day	24 hrs data	120 hours	2 months

OPERATIONS

Service Desk, Health Checks & Quality

🎫 Service Desk (Zendesk)

Single Point of Contact via email ticketing and voice channel. All incidents logged, tracked, and resolved through Zendesk. Onsite: Sun–Thu 8AM–5PM. On-call: 24×7 for SDM and on-call personnel.

🔍 Daily Health Checks

Server alerts & logs, service statuses, CPU/memory, DB replication, interaction volume, routing & integration state — checked daily. Monthly full system health report to SDM. Annual comprehensive audit by senior SMEs.

✅ Quality & QA Index

Incident QA scored on 4 factors (repeated incident, testing procedure, data loss, ticket status flow). Change QA scored on 6 factors (testing, data loss, minor incident, status flow, timeline, documentation). 100% SLA target.

🤖 Conv. AI Tuning

NLP tuning: bi-weekly batches for first quarter, then monthly. Speech tuning (TTS/STT): same cadence. Covers intent/entity fixes, mispronunciation, and custom speech model training for Arabic/English domain terms.

IT & MANAGED SERVICES — KEY COMMITMENTS

99.995%

Tier-0 Availability

10 min

RTO for Critical Systems

1 hr

P1 Incident Resolution

60

CR Days / Year

14

Dedicated IT Resources

ISO 27001

Genesys Cloud Certified

BEST AND FINAL OFFER — BAFO

🏛️ Command Center

2D Layout & 3D Concept Illustrations · Saudia CC · Teleperformance Riyadh

10

Agent Stations

8

Video Wall Screens (85" each)

10×10 M

Floor Dimensions

C-Shape

Console Layout Design

2.0×3.0 M

Video Wall Zone

FLOOR PLAN

2D Concept Layout

Floor Layout — Command Center (April 29, 2026)

📐 Dimensions & Zones

Floor Area	10.0M × 10.0M
Screen Wall Zone	8.0M wide
Video Wall (H×W)	2.0M × 3.0M
Side Clearance	1.5M each side
Front Clearance	1.0M
Screen Size (each)	85" (8 screens)

📺 Console Layout

🔵 Two curved command-center rows
🔵 C-shaped console/table layout
🔵 10 agent stations total
Door positioned on right side near front

3D CONCEPT ILLUSTRATIONS

Command Center Visualizations

🚪 Command Centre — Entrance View

👁️ Panoramic View — Angle 1

👁️ Panoramic View — Angle 2

SPECIFICATIONS

Amenities & Features

📺 Front Video Wall

8 × 85" display screens (2.0M × 3.0M wall zone) for live dashboards, monitoring, KPIs, alerts, and real-time operational updates.

💻 Agent Stations

10 workstations arranged across two curved rows in a C-shaped console layout for better visibility, coordination, and team supervision.

🔒 Access Control

Badge access control system at entry points to restrict access to authorized personnel only.

📹 CCTV Surveillance

Full CCTV surveillance coverage across the command center area for continuous security monitoring.

🔌 Network & Power

Per-station network readiness: data ports, power outlets, and structured cable management at every workstation.

🚶 Circulation & Access

Clear 1.0M–1.5M clearance around all desks for free movement and emergency egress access.

🔥 Fire Safety

Smoke detectors, fire alarms, emergency lighting, and fire extinguisher access throughout the command center.

🔊 Acoustics & Lighting

Acoustic treatment to reduce noise for focused monitoring. Lighting designed for screen-based work, glare-free on monitors and video wall.

✈️ Saudia Branded Environment

Professional branded environment with Saudia airline identity visible on desks, signage, and throughout the video wall area.

COMMAND CENTER — AT A GLANCE

10

Agent Stations

8 × 85"

Video Wall Screens

C-Shape

Console Layout

10×10 M

Floor Area

24/7

CCTV + Badge Access

❤️

People Excellence

People Excellence - Our Greatest Asset

At TP, we believe that exceptional customer experiences start with exceptional employee experiences. Our people-first philosophy ensures that every team member serving SAUDIA feels valued, supported, and empowered to deliver their best. Happy employees create happy customers—it’s that simple.

❤

🏆 TP Employee Value Proposition

“We don’t just hire employees—we invest in careers, nurture talent, and build futures.”

18%

Annual Attrition

Industry avg: 35-45%

4.5

Employee Satisfaction

Out of 5.0 score

85%

Internal Promotion

Leadership filled internally

92%

Would Recommend

TP as employer

🚀 Clear Career Progression Path

👤

Customer Service

Agent

Month 1-12

⭐

Senior Agent /

SME

Year 1-2

👔

Team Leader /

Supervisor

Year 2-3

📊

Operations

Manager

Year 3-5

🎯

Director /

Executive

Year 5+

📞 Operations Track

Agent → Team Lead → Floor Manager → Operations Director

🎓 Quality Track

Agent → QA Analyst → QA Lead → Quality Manager

🧠 Training Track

Agent → SME → Trainer → Training Manager

🌟 Employee Wellbeing & Benefits

⚖

Work-Life Balance

Because life happens outside work too

Flexible scheduling options
Work-from-home for eligible roles
Paid time off & annual leave
Family-friendly policies
Shift swap flexibility

💪

Health & Wellness

Investing in employee health

Comprehensive medical insurance
Mental health support & counseling
On-site wellness rooms
Gym membership subsidies
Ergonomic workstation assessments

🏆

Recognition & Rewards

Celebrating excellence daily

Monthly performance bonuses
Employee of the Month/Quarter awards
Spot recognition program
Annual excellence awards gala
Long-service appreciation awards

📚

Learning & Development

Never stop growing

TP University online learning platform
Certification sponsorship programs
Leadership development academy
Cross-training opportunities
Language learning support

🇦🇸 Saudization Excellence

🇦🇸

70%+

Saudi Workforce

Committed to Vision 2030

Our Saudization Strategy

🎓 University Partnerships

Recruit top Saudi graduates

💼 HRDF Collaboration

Training subsidies & support

🏠 Women@Home Program

Remote work for Saudi women

🚀 Fast-Track Leadership

Accelerated Saudi promotions

🎓 Training Excellence Programs

🚀

JUMP!

Career Development Program

Career Paths:
Consultant → Supervisor
Supervisor → ACM
ACM → Trainer
Multi-track development

💻

MyTP

Virtual Learning Platform

Key Features:
2.5M+ courses completed (2021)
Self-paced learning modules
Skill certifications
Mobile learning access

🏛

TP University

Leadership Development

Programs:
Executive leadership tracks
Management certification
Cross-functional training
Global best practices

📜 Professional Certification Plan

Development Objectives

📈

Elevate CX & Operations

COPC HPMT, Lean Six Sigma (Yellow/Green Belt), and role-specific CX/QA certifications

✈

Aviation Compliance

Strengthen safety through IATA/PSAA modules for airport-facing roles

🏛

Internal Capability

Build in-house training capability with ATD Instructional Design for KSA trainers

👤 Operations CE

COPC LSS Yellow Belt
IATA Airport Ops Fundamentals

👔 Supervisors / TLs

COPC HPMT
COPC LSS Yellow Belt
IATA Airport Ops

🎓 Trainers

COPC HPMT
COPC LSS Yellow Belt
ATD Instructional Design (Riyadh)

📊 Quality Analysts

COPC HPMT
COPC LSS Yellow Belt
COPC BPQM

📋 Ops Assistant Manager

COPC HPMT
COPC LSS Green Belt

🎯 Ops Manager / Director

COPC BPCX
COPC LSS Green Belt

🏆

COPC Inc.

HPMT, CX Ops, LSS for Contact Centers

✈

PSAA

Prince Sultan Aviation Academy, Jeddah – IATA RTP

🛫

SACA

Saudi Academy of Civil Aviation – IATA ATC

📚

LEORON

Riyadh – ATD Instructional Design Certificate

💰 Compensation Structure (Monthly SAR)

Our competitive compensation packages are designed to attract and retain top talent in the Saudi market, ensuring exceptional service delivery for SAUDIA passengers.

Role	Monthly Salary (SAR)
Agent	6,500 + 1,500 (performance)
Team Leader	9,500
Supervisor (SPV)	12,000
Operations Manager	23,000 – 25,000
Quality Analyst (QA)	9,000
Trainer	9,000
WFM Analyst	12,000
RTM (Real-Time Management)	8,500

💡 Note: All salaries include basic pay and are compliant with Saudi labor regulations. Additional benefits include medical insurance, annual leave, performance bonuses, and career development opportunities aligned with Vision 2030 objectives.

💖 Our People Promise to SAUDIA

We promise to treat every employee serving SAUDIA as a valued member of our family—providing them with growth opportunities, competitive rewards, and a supportive environment where they can thrive. Because when our people shine, SAUDIA’s customers smile.

🔐

Confidential Financial Proposal

This section contains sensitive pricing information. Please enter the access password to view.

⚠️

Contractual Deduction Clause

Per RFP terms, Saudia will deduct 5% of the total contract value as travel tickets and cargo vouchers to be used on Saudia by the awarded vendor.
By default, this deduction is removed from quoted prices and treated as a separate billable item. Uncheck the box below to apply it directly to all prices.

🏷️ Remove 5% Deduction — Bill Separately ✅ Deduction Removed — Billed Separately Uncheck to apply the 5% deduction directly to all quoted prices

💰

Financial Proposal

Commercial & Pricing Structure

📋 Proposal Overview

Proposal Overview: Saudia (KAEC), TP KSA, TP Egypt

All prices in: SAR

All prices are: Exclusive of VAT

Locations:

Saudia (KAEC)
Cairo, Egypt
Riyadh, KSA

Supported Languages: Arabic, English, Urdu, French, Spanish, German, Turkish, and Italian

Operating Hours: 24/7/365

Pricing Model: Per Hour per FTE (Minimum 100k hours per month)

📊 Service Levels Overview

L1

Level 1

KSA-Only Operations

Operations exclusively in Saudi Arabia
Local Saudi workforce
KAEC facility operations
Standard service delivery

L2

Level 2

KSA + Egypt Operations

Dual-site operations (KSA + Egypt)
Nearshore capacity in Egypt
Extended language support
Enhanced scalability

⭐ RECOMMENDED

L3

Level 3

KSA + Egypt + Transformation

Full dual-site operations
Genesys Cloud renewal included
AWS KSA migration (when available)
AI & automation transformation
Maximum cost efficiency by Year 5

💵 Hourly Rate Structure (SAR)

Level	Year	Hourly Rate	Yearly Avg.
Level 1	1 – 5	SAR 121.05	SAR 121.05
Level 2	1 – 5	SAR 136.39	SAR 136.39
Level 3 ⭐	1	SAR 154.46	SAR 112.09
	2	SAR 123.23
	3	SAR 103.50
	4 OPTIONAL	SAR 94.45
	5 OPTIONAL	SAR 84.79

✅ Service Inclusions

Management Ratios: Dedicated Supervisors, QA Analysts, Trainers, and WFM/RTM support based on agent headcount
Compliance: Background checks and Security/Fraud Risk management
Support: Standard equipment and non-direct support staff

📝 Terms & Conditions

Payment Terms: Net 30
Adjustments: Annual COLA (Cost of Living Adjustment) or Government-mandated increases
Minimum Volume: 100,000 hours per month
Maximum Number of Voice Transactions: 525,000 per month
Maximum Number of Chat Transactions (inclusive Social Media): 110,000 per month
Volume Increments: Any increment in the volume will require additional billable hours

📈 Level 3 ROI Analysis: The Smart Investment

Why Level 3 Delivers Maximum Value

Transformation investment that pays for itself

45%

Rate Reduction
Y1 to Y5

62%

AI Volume
Deflection

55%

SME Dependency
Reduction

5-year contract

Y5+

Positive ROI
Achieved

📊 5-Year Total Cost of Ownership Comparison

Scenario	Year 1	Year 2	Year 3	Year 4	Year 5	5-Year Total
Level 1 (KSA Only)	145.3M	145.3M	145.3M	145.3M	145.3M	726.5M SAR
Level 2 (KSA + Egypt)	163.7M	163.7M	163.7M	163.7M	163.7M	818.5M SAR
Level 3 (Transform) ⭐	185.4M	147.9M	124.2M	113.3M	101.7M	672.5M SAR

* Based on 100,000 productive hours/month baseline (SAR)

🚀 Level 3 ROI Drivers

🤖 Genesys Cloud Renewal Included

Platform licensing costs absorbed into Level 3 pricing. No separate Genesys contract required, saving estimated 15-20M SAR over 5 years.

☁️ AWS KSA Migration

Future-proofed infrastructure with AWS Saudi Arabia region migration included. Full NCA compliance and data sovereignty guaranteed.

🧠 AI-Powered Deflection

62% volume reduction through AI chatbots, voice bots, and self-service automation. Reduces required FTE headcount significantly by Year 5.

📉 Declining Rate Structure

Rate drops from SAR 154.46 (Y1) to SAR 84.79 (Y5)—a 45% reduction as transformation benefits materialize and efficiency gains are passed to SAUDIA over the 5-year contract.

Level 3 vs Level 1 (Year 5)

43.6M SAR savings

Break-Even Point

Month 18

5-Year Total Savings vs L1

54M+ SAR

💡

Our Recommendation: Level 3

Level 3 provides the best long-term value with transformation costs absorbed, declining rates, and future-ready infrastructure. The higher Year 1 investment is recovered by Month 18, with significant savings from Year 3 onwards — and optional Year 4 & 5 extensions unlock the deepest rate reductions (SAR 94.45 → SAR 84.79), maximizing SAUDIA's long-term cost efficiency.

🎬 Phase 4 · Final Presentation Deck

A Story Built for SAUDIA

Six presentation decks designed for the live walkthrough. Pick a chapter to begin — each one tells one part of the transformation journey.

✈️ Deck 01 · Introduction

🚀 Deck 02 · Transformation Plan

🖥️ Deck 03 · IT & Managed Services

🛰️ Deck 04 · Command Center

❤️ Deck 05 · People Excellence

⚖️ Deck 06 · Before vs. After

📋 Assessment Questionnaires - Round 2

Please provide your responses to help us refine our technical proposal

ℹ️ How to Use This Form:

Click on each category to expand and view questions
Enter your response in the answer field
Attach supporting documents or files if needed
Required duration indicates the time needed to provide a complete answer

Completion Status

0% Complete

#	Question	Saudia Response	Attach File
1	Will service delivery for this phase be limited to the SAUDIA Jeddah site only?
2	Does SAUDIA require a separate Business Continuity/Disaster Recovery (BCP/DR) operating site from TP's side during this phase?
3	Should all end-user devices be integrated into SAUDIA's domain rather than TP's domain?
4	Will all remote workers use SAUDIA's VPN for access rather than TP's VPN infrastructure?
5	Does SAUDIA manage and own all VPN licenses, Multi-Factor Authentication (MFA), and remote-access policies?
6	Are application licenses, platform licenses, operating system licenses, endpoint security, and telephony licenses all outside TP's responsibility?
7	Is SAUDIA fully responsible for license procurement, activation, renewal, and compliance management?
8	Is TP's responsibility limited to preparing endpoint hardware and maintaining local site infrastructure, excluding platform administration?
9	Will TP establish secure IPSec tunnels connecting from TP's site to SAUDIA's Main Data Center and Disaster Recovery Center?
10	Should MPLS/VPLS/private WAN infrastructure be excluded from TP's scope for this phase?
11	Are dual Internet Service Providers (ISPs) required for high availability at TP's site?
12	In a failover scenario, must the backup internet connection sustain the complete operational workload?
13	Should we use the current standard for bandwidth calculations: 0.55 Mbps per concurrent agent (voice/recording) + 0.20 Mbps (data) = 0.75 Mbps total per agent?
14	Should inbound call collection and aggregation from KSA and international sources remain outside TP's responsibility?
15	Are SIP trunks, Session Border Controllers (SBCs), carrier contracts, number hosting, and telecom routing all outside TP's scope?
16	Should Genesys platform configuration, administration, routing logic, dial plan, and telephony core setup remain outside TP's responsibility?
17	Is TP excluded from IVR development, routing design, and telephony flow configuration?
18	Will call recording be managed by SAUDIA/IST (Internal Service Team) rather than TP?
19	Should any on-premises servers, storage, or application hosting at TP's site be excluded from this proposal?
20	Will any public-facing infrastructure from TP's side be required in this phase?
21	Should TP send security and infrastructure logs from in-scope components to SAUDIA's monitoring tools?
22	Who will be responsible for endpoint security (EDR/Antivirus/Vulnerability management) on user devices after domain integration?
23	Is TP's operational support limited to local hardware, LAN, firewall, and internet connectivity only?
24	Are domain management, application issues, VPN connectivity problems, and Genesys platform issues outside TP's operational support scope?
25	Is 24/7 operational support expected for infrastructure delivered and managed by TP?
26	Should SAUDIA-site workstations and peripherals be included in the solution, or should they be priced separately?

#	Question	Saudia Response	Attach File
27	How many departments will require access to the centralized Knowledge Base system?
28	How many total users will access the Knowledge Base (including both concurrent and non-concurrent users)?
29	How many author accounts are needed for managing and updating the Knowledge Base content?
30	How many existing knowledge sources should the new Knowledge Base system integrate with to create a unified repository?
31	Can you provide details about your current knowledge sources (e.g., SharePoint, shared drives, websites, files, databases)?
32	What formats are your current knowledge documents in (e.g., PDF, Word, Excel, HTML, or other formats)?
33	Approximately how many knowledge documents will be migrated to the new system (e.g., 5,000, 10,000, or more)?
34	If you plan to use AI-powered features like 'Ask AI' or a Digital Assistant, how many questions per day would an average user ask?
35	Should the Knowledge Base integrate with SAUDIA's public website portal? If yes, how many monthly/yearly visits do you expect?
36	Are there any specific requirements or challenges you'd like us to consider in our proposed Knowledge Base solution?

#	Question	Saudia Response	Attach File
37	Please provide historical transaction volume data for all channels (Phone, Email, Social Media, Live Chat, etc.) for the past 2 years.
38	Please provide historical Average Handle Time (AHT) and resolution times for all channels for the past 2 years.
39	Please provide specific transaction arrival patterns for all channels over a 6-month period (including Ramadan data).
40	Please provide Average Handle Time and resolution times by interval for all channels over a 6-month period (including Ramadan).
41	What is the average number of concurrent chat sessions that each agent will manage?
42	What percentage of contacts require multilingual support? Please provide the language distribution breakdown.
43	What are the required service hours (Hours of Operation/HOOP) for each communication channel?
44	How is call traffic distributed across different customer segments (AlFursan members, Corporate/Travel Agencies, Government, General Passenger)?
45	Please provide the top 30 call disposition/wrap-up codes with volume, AHT, and frequency ranking. (Monthly data)
46	Please provide IVR navigation report showing call flow paths, self-service containment rates, and drop-off points. (Monthly data)
47	Please provide transfer and escalation report showing volumes between queues and supervisor escalations. (Monthly data)
48	Please provide repeat contact rate showing the percentage of customers who contact again within 7 days for the same issue. (Monthly data)
49	Please provide First Contact Resolution (FCR) rate by service type and communication channel. (Monthly data)
50	Please provide digital channel containment rate showing the percentage of Web Chat and Social Media interactions resolved without agent assistance. (Monthly data)
51	Please provide Average Speed of Answer (ASA) by queue and time of day for all channels. (Monthly data)
52	Please provide abandonment rate data by queue, time of day, and day of week. (Monthly data)
53	Please provide Customer Satisfaction (CSAT) and Net Promoter Score (NPS) data by channel and interaction type. (Monthly data)
54	Please provide agent occupancy rate breakdown by team and shift for the past 2 years.
55	Please provide annual attrition rate and shrinkage percentage data for your current contact center team.
56	Please provide hourly arrival patterns showing average calls/interactions per hour of the day for all channels. (6-month data)
57	Please provide daily arrival patterns showing average interactions per day of the week for all channels. (6-month data)
58	Please provide seasonal and event-based traffic spike data correlated with Hajj, Umrah, national holidays, and promotional campaigns. (Past 2 years)
59	Please provide detailed API documentation for Amadeus GDS system including booking retrieval, modification, cancellation, seat selection, and ticketing.
60	Please provide CRM (Microsoft Dynamics) API documentation including customer profile lookup, interaction history, and case creation capabilities.
61	Please provide AlFursan Loyalty System API documentation including member tier lookup, miles balance, redemption, and tier upgrade eligibility.
62	Please provide Payment Gateway (Qwikcilver / SAP) API documentation for payment status verification and e-ticket resend capabilities.
63	Please provide Baggage Tracking System API documentation including real-time baggage status and claim filing capabilities.
64	Please provide current Knowledge Base system documentation (SharePoint / Shared Drive) including content structure and access for AI training and migration.

Assessment Plan

SAUDIA Call Center Outsourcing — Phase 2 Timeline

April 2026

20 Working Days

TODAY

6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

KICK-OFF

GATHERING INFORMATION

DATA ANALYSIS

ON-SITE ASSESSMENT

✓ COMPLETED

Phase 1

Kick-Off Meeting

📅

Date

Sunday, 6 April 2026

👥

Participants

Teleperformance & Saudia

TP to share the questionnaires and the plan before end of 7th of April.

● IN PROGRESS

Phase 2

Gathering Information

📅

Start Date

Monday, 7 April 2026

🏁

End Date

Sunday, 13 April 2026

👥

Participants

Teleperformance & Saudia

📊

Questionnaires Progress

0%

○ UPCOMING

Phase 3

Data Analysis

📅

Start Date

Monday, 14 April 2026

🏁

End Date

Friday, 18 April 2026

👥

Participants

Teleperformance

○ UPCOMING

Phase 4

On-Site Assessment

📅

Start Date

Saturday, 19 April 2026

🏁

End Date

Friday, 25 April 2026

👥

Participants

Saudia & Teleperformance

Workshops Detailed Plan

Consulting Engagement for Contact Driver and AI-Driven Design

7-Days On-Site Engagement Workshop Plan

🎯

1. Objective

To gain a comprehensive understanding of agent workflows, it is essential to identify opportunities for process enhancements, elucidate system functionalities (Genesys, Amadeus, CRM), and refine the proposed 10x AI use case flows through direct observation and collaborative meetings.

🕘

2. Daily Working Hours

9:00 AM – 3:00 PM (6 hours)

⚙️

3. Core Principle

The afternoon meetings, which include IT, Reporting, and Quality Assurance, are characterized by their dynamic nature. These meetings must be scheduled and confirmed in advance for all 7 days.

Following the insights and needs identified during the morning Shadowing and Team Leader sessions, the Customer Experience consultant will make necessary modifications or cancellations as appropriate at the earliest to avoid draining the Saudia Airlines team.

📝 Note: Flexibility is Key — The afternoons are intentionally structured to be adaptive. The most valuable meeting should be chosen each day based on the discoveries.

📋

4. Daily Schedule

This template provides the structure for each day. The specific focus of the shadowing and discussions will evolve over the 7 days.

Day 1 to 7: Activity Workflows

Time Slot	Activity	Duration	Primary Focus & Notes
9:00 AM – 12:30 PM	Voice/Chat/SM Agent Observation Shadowing	3.5 hours	Direct, focused observation of live interactions workflows, tools used, pain points, and exceptions.
12:30 PM – 1:00 PM	Team Leader / Supervisor Meeting Debrief	30 mins	Immediate Insights & Clarification: Quick debrief on the morning's observations. Validate findings, understand context, and identify urgent topics for other teams.
1:00 PM – 1:30 PM	Lunch Break	30 mins	—
1:30 PM – 2:30 PM	Voice/Chat/SM Agent Observation Shadowing	1 hour	Direct, focused observation of live interactions workflows, tools used, pain points, and exceptions.
2:30 PM – 3:00 PM	Dynamic Afternoon Session IT / Reporting	30 mins	Rotating Focus Meeting: This time slot is allocated for one of the two designated teams, scheduled as necessary based on the insights gathered.

📝 Note: In some cases, we will need to shift the shadowing time to capture different insights based on the interaction types and behavior.

✈

TECHNICAL PROPOSAL

Outsourcing of SAUDIA Call Centers

RFP Reference: SAUDIA-CC-2026-001 | February 2026

Transforming Customer Experience Through Excellence in Aviation Support

📋

Navigation

Executive Summary

Technical Proposal Submitted by

Teleperformance

Global Leader in Digital Business Services

TP

EST. 1978

A Message from Teleperformance Leadership

Dear SAUDIA Airlines Procurement Committee,

On behalf of Teleperformance (TP), the world's leading provider of digitally integrated business services with operations across 100 countries and a workforce of over 500,000 professionals, I am honored to present this comprehensive technical proposal in response to SAUDIA Airlines' Request for Proposal for the outsourcing of Call Center operations. We recognize the immense significance of this opportunity and the trust SAUDIA places in its strategic partners to uphold the exceptional standards that have established it as the Kingdom's flagship carrier and a distinguished symbol of Saudi Arabian hospitality worldwide.

Teleperformance brings unparalleled expertise in aviation customer experience, currently serving 15+ major global airlines including industry leaders across North America, Europe, the Middle East, and Asia-Pacific. Our proposal demonstrates a profound understanding of the aviation industry's unique demands, SAUDIA's operational requirements, and the critical importance of delivering world-class customer experiences aligned with Vision 2030's ambitious goals for the Kingdom's aviation sector. TP's proven methodology combines cutting-edge AI technology, multilingual talent excellence, and deep cultural sensitivity to create memorable passenger experiences.

Our solution encompasses TP GenAI—our proprietary AI-powered customer service platform—state-of-the-art omnichannel communication systems, comprehensive workforce management frameworks, and robust quality assurance protocols designed specifically for premium aviation operations. Teleperformance commits to exceeding all KPIs, ensuring 99.9% system uptime, achieving first-call resolution rates above 85%, and maintaining customer satisfaction scores that reflect SAUDIA's premium 5-star positioning.

Teleperformance is fully committed to investing in Saudi talent development through our TP Academy, implementing cybersecurity infrastructure exceeding SAMA and NCA requirements, and establishing sustainable operational practices aligned with SAUDIA's environmental commitments. This partnership represents far more than a service contract—it is a strategic alliance between two industry leaders united in the mission to elevate customer experience, operational excellence, and Saudi Arabia's global aviation reputation.

TELEPERFORMANCE KSA

Mounir Hijazi

Chief Executive Officer

February 2026

✍️

Authorized Signature

Key Proposal Highlights

23+

Years Aviation Experience

99.9%

Uptime Guarantee

24/7

Global Support

34+

Languages Supported

⭐

🏆 SKYTRAX WORLD AIRLINE AWARDS 🏆

Our Commitment: SAUDIA in the TOP 5 Airlines Worldwide

TP is committed to delivering an extraordinary customer experience that will propel SAUDIA into the elite Top 5 airlines globally in the prestigious Skytrax World Airline Awards.

📞

Contact Center: A Critical Skytrax Pillar

Front-Line Help - Reservation & Ticketing Staff Category

The Skytrax World Airline Awards evaluation heavily weighs the quality of Front-Line Help, specifically the performance of Reservation & Ticketing Staff. This category directly measures the passenger experience when interacting with airline contact centers—making our partnership absolutely critical to SAUDIA's global ranking aspirations.

🎯

Staff Helpfulness

Proactive & Caring Service

⚡

Response Efficiency

Quick & Accurate Resolution

🗣️

Communication

Clear & Professional

💎

Service Excellence

Beyond Expectations

🌟 TP's Skytrax Excellence Strategy for SAUDIA 🌟

TRAINING

🎓

Skytrax-Aligned Training

Hospitality excellence curriculum
Empathy & emotional intelligence
Luxury service standards training
Cultural sensitivity programs

QUALITY

📊

Skytrax KPI Framework

CSAT targets aligned to 5-star
First-contact resolution >90%
Quality scores benchmarked
Mystery caller programs

EXPERIENCE

✨

Premium CX Delivery

VIP-level service for all guests
Proactive problem resolution
Personalized interactions
Memorable service moments

🥇 🥈 🥉 4️⃣ 5

TARGET: TOP 5

World's Best Airlines by Skytrax

With TP as your contact center partner, every passenger interaction becomes an opportunity to earn the highest Skytrax ratings and secure SAUDIA's position among the world's elite airlines.

🎯 HYPER-PERSONALIZED JOURNEY ✨

Proactive & Contextual Customer Experience

Our intelligent platform delivers real-time, personalized updates based on each passenger's unique journey context—location, destination, and travel duration—transforming every interaction into a tailored advisory experience.

📍

Location-Based Insights

Current weather at origin city
Local traffic & rush hour alerts
Best time to leave for airport
Public transport schedules
Parking availability updates

🌍

Destination Intelligence

Weather forecast at arrival
Visa & entry requirements
Local COVID/health protocols
Currency exchange rates
Cultural tips & advisories

⏱️

Time-Aware Guidance

Flight duration & layover tips
Optimal check-in timing
Lounge access recommendations
Connection gate distances
Jet lag management advice

💡 Smart Proactive Notifications in Action

🌧️

WEATHER ALERT

"Rain expected in London at your arrival time. We recommend packing an umbrella and allowing extra time for ground transportation."

🚗

TRAFFIC ADVISORY

"Heavy traffic on King Fahd Road. Suggest leaving 45 minutes earlier than planned. Alternative route via Northern Ring Road available."

🏃

AIRPORT STATUS

"Currently long queues at Terminal 5 security (approx. 35 min wait). Consider using the South entrance or Premium Fast Track for quicker access."

🚶

CONNECTION GUIDANCE

"Your connecting gate B47 is a 12-minute walk from your arrival gate. We've arranged priority deplaning to ensure a comfortable connection."

🔧 Powered by Advanced Integration

🌤️

Weather APIs

Real-time forecasts

🗺️

Traffic Data

Live road conditions

✈️

Flight Systems

AODB integration

🏢

Airport APIs

Queue & gate data

🤖

AI Engine

Predictive analytics

"Every passenger receives a concierge-level experience—personalized guidance that anticipates needs before they arise, making every journey with SAUDIA seamless and stress-free."

✈️

Aviation Expertise

Deep understanding of airline operations, reservation systems (Amadeus, Sabre), ticketing, and passenger services with proven track record serving major carriers.

🤖

AI-Powered Solutions

Advanced AI chatbots, speech analytics, sentiment analysis, and predictive routing to enhance efficiency and customer satisfaction across all touchpoints.

🇸🇦

Saudi Localization

Strong commitment to Saudization with 70%+ Saudi workforce, local training academies, and full alignment with Vision 2030 objectives.

🔒

Cybersecurity First

NCA ECC compliant, ISO 27001 certified infrastructure with advanced threat protection, data encryption, and regular security audits.

📊

Real-Time Analytics

Comprehensive dashboards, KPI tracking, predictive analytics, and business intelligence tools for data-driven decision making.

🌍

Global Reach

Multi-site redundancy with presence in key regions, ensuring 24/7 coverage across all time zones and languages SAUDIA serves.

⚡

Why TP? The Unmatched Advantage

One Partner. Complete Control. Zero Compromises.

🏠

Local Providers

✗ Limited aviation industry experience

✗ Lack of global best practices

✗ No proven transformation frameworks

✗ Limited technology capabilities

The TP Advantage

🏆

Teleperformance

Global Expertise + Local Excellence

✓ TP DNA Operations - Proven methodologies

✓ Manpower Excellence - Saudi talent + global training

✓ Cutting-Edge Solutions - AI & technology leadership

✓ World-Class Facility - Purpose-built centers in KSA

✓ Continuous Transformation - Innovation at core

🌐

Global Providers

✗ No local cultural understanding

✗ Must subcontract to local operators

✗ Fragmented accountability

✗ Higher costs, slower decisions

🎯 TP Manages Everything Under One Roof

No subcontractors. No fragmented responsibilities. No cultural gaps.
Just one world-class partner delivering end-to-end excellence.

📖

Our Vision

The Journey to Excellence

🌪️

Chapter 1

The Challenge

In a world of rising customer expectations, fragmented channels, and intense competition, airlines face unprecedented pressure to deliver exceptional experiences at every touchpoint.

🔍

Chapter 2

The Discovery

SAUDIA recognizes that the right partner—one who understands aviation's soul—can transform customer service from a cost center into a strategic competitive advantage.

🤝

Chapter 3

The Partnership

Together, we bring world-class technology, aviation expertise, and a shared passion for Saudi hospitality to create something extraordinary for every guest.

🏆

Chapter 4

The Success

Passengers become lifelong advocates, service excellence becomes the new standard, and SAUDIA soars even higher as the Kingdom's beloved flag carrier.

✈

A Day in the Life: Sarah's Journey

🤖

5:45 AM

Our AI proactively detects Sarah's connecting flight in Jeddah has been rescheduled. Before she even wakes up, AI identifies her as Alfursan Gold traveling for business to Tokyo.

⚡

5:46 AM

AI automatically finds the best alternative: an earlier connection with a complimentary upgrade based on her loyalty status. It pre-arranges lounge access and updates her itinerary—all autonomously.

📱

5:48 AM

Sarah wakes to a personalized WhatsApp message: "Good morning Sarah! We've rebooked you on an earlier flight. New e-ticket and lounge pass attached. Reply YES to confirm or call us."

🎉

5:49 AM

Sarah replies "YES"—AI confirms instantly. She arrives in Tokyo early for her meeting, amazed that SAUDIA solved her problem before she knew it existed. Zero calls. Zero stress.

"AI anticipates problems and solves them—so passengers experience magic, not disruption."

🇸🇦

Aligned with Vision 2030

✓ Supporting Saudi economic diversification
✓ Creating quality jobs for Saudi nationals
✓ Advancing technology transfer & innovation
✓ Enhancing Saudi Arabia's tourism ecosystem

✈️

Elevating SAUDIA's Promise

★ Representing Saudi hospitality with pride
★ Protecting and enhancing brand reputation
★ Delivering consistent world-class service
★ Building lasting passenger loyalty

🏢

Section 02

Company Profile & Experience

Our Heritage in Aviation Excellence

With over 23 years of dedicated experience in providing premium contact center services to the aviation industry, we have established ourselves as the partner of choice for airlines seeking to elevate their customer experience. Our journey in aviation customer service began with understanding that every passenger interaction represents an opportunity to build loyalty and reflect the carrier's brand values.

🌐

Teleperformance at a Glance

Covering Air, Land and Sea

410k+

Employees

~1200

Clients

91

Countries

300+

Languages

~50%

WFH Employees

170

Markets

64

Countries certified by Great Place to Work*
covering 97%+ employees for 74 times

✈

TP Presence in Travel Industry

35k+

Travel Experts

100+

Clients

23+

Years of Expertise

300+

Processes

35+

Countries

34+

Languages

400 Mn+

Annual Transactions

Our Trusted Clients

We are proud to partner with leading brands across the globe

✈️ Newest Aviation Partner

Certifications & Accreditations

🏆

ISO 9001:2015

Quality Management

🔐

ISO 27001

Information Security

✅

NCA ECC

Cybersecurity Compliance

🌱

ISO 14001

Environmental Management

Awards & Recognition

Globally recognized for excellence in customer experience and service delivery

Aviation Industry Experience

Client Type	Services Provided	Duration	Scale
Flag Carriers	Full-service reservations, ticketing, loyalty programs, disruption management	10+ Years	15M+ calls/year
Low-Cost Carriers	Booking support, ancillary sales, web check-in assistance	8+ Years	20M+ calls/year
Cargo Airlines	Shipment tracking, booking, claims handling	6+ Years	2M+ calls/year
Alliance Partners	Multi-carrier support, codeshare bookings	5+ Years	5M+ calls/year
Loyalty Programs	Tier services, award redemptions, partner benefits	7+ Years	8M+ calls/year

TP.ai: Leveraging Strong Capabilities for New Opportunities

We are a global digital business services company helping organizations modernize, optimize and transform their operations.

Our approach seamlessly blends human empathy (EI), cutting-edge AI, process and transformation excellence, and deep domain expertise to deliver unparalleled personalized services.

We relentlessly drive outcomes through innovative service models for our clients enhancing their competitive advantage.

'Centaur' Strategy

ORCHESTRATION

IMPLEMENTATION

👤

Expert

(Human)

🤝

Co-Pilot

(Assist & augment)

🤖

Auto Pilot

(Agentic AI)

TPinfinity

TP's comprehensive transformation expertise

Consulting

CX Strategy Transformation

Business Process Re-engineering

Technology

Contact Center

Intelligent Automation

Design & Creative

Consumer Intelligence

Experience Design

Analytics

Advanced Analytics & AI

Customer Feedback Mgmt

TP-aaS

IT-aaS

CC-aaS

TP.ai

solutions

Developing AI solutions with deep expertise and partners

TP power steering

TP interact

TP protect

TP recommender

StoryfAI

Partner Ecosystem:

Microsoft • ServiceNow • Genesys • NICE CXone • AWS • Kore.ai • Cognigy • Sprinklr • CallMiner • Sanas

€100m new investments in AI partnerships in 2025

TP.ai

dataservices

TP's end-to-end offering in data services for AI operations

LLMs & Foundational Models

Visual AI (Computer Vision)

Language AI (NLP)

Content Intelligence

Data Annotation & Labeling

Data Collection

Data Curation

📝 Text 🖼️ Image 🔊 Audio 🎥 Video 📊 Multimodal 🌍 Geospatial 📡 LiDAR

Industry Recognition & Leadership

Everest Group

PEAK Matrix® Assessment 2024

Customer Experience Management (CXM) Services

Americas

TP

LEADER

✓ High market impact

✓ Strong vision & capability

✓ Proven service delivery

EMEA

TP

LEADER

✓ High market impact

✓ Strong vision & capability

✓ Proven service delivery

OUR INDUSTRY AWARDS

🏆

💡

🌟

🎯

🤖

🌐

BIG Innovation Awards • ET TechNext • International Business Awards • Gen.ai Conclave & Awards • Global Customer Engagement Awards

TP's Transformative Growth Journey

TP's ability to transform at pivotal moments has set the pace for the market

pre-2000s

<€1B

Offshoring boom

2000s

€1-3B

Shift to digital channels

2010s

€3-6B

Chatbots & analytics

2020-2024

€7-10B

GenAI & voice bots

2025

€10B+

Agentic AI

AI-Enabled Company - Focus of Today

Becomes Digital Integrated Business Services partner powered by horizontal AI-solutions and expanded Specialized Services, evolving into omnichannel customer experience provider with deep expertise in specialized services.

✈️ Airline Success Stories - Proven Results

Our track record with leading airlines worldwide demonstrates our ability to deliver measurable improvements in customer experience, operational efficiency, and cost optimization.

✈

🇸🇬

Singapore Airlines

Premium Carrier Partnership

+12%

CSAT Increase

+11%

FCR Improvement

-67%

CEO Complaints

Transformed customer service operations with advanced quality monitoring and agent empowerment programs.

✈

🇺🇸

Major US Carrier

IVR & ASA Transformation

-87%

ASA Reduction

3024→403s

Wait Time

€1M

IVR Savings

Implemented advanced IVR optimization and workforce management improvements for dramatic wait time reductions.

✈

🇭🇰

Hong Kong Airline

Digital Channel Transformation

95%

Call Deflection

-30%

AHT Reduction

-50%

ADM Reduction

Successfully shifted 95% of calls to non-voice digital channels while improving customer satisfaction.

✈

🌍

International Airlines

AI & Automation Implementation

-15%

FTE Reduction

-30s

AHT Reduction

$384K

Annual Savings

Deployed AI-powered agent assist and automation tools resulting in significant cost savings and efficiency gains.

📊 Site Operational Excellence Metrics

🇸🇦

TP KSA Operations

Primary Service Location

65%

E-Sat Score

24mo

Avg Agent Tenure

9/10

K-Sat Score

3 yrs

Mgmt Tenure

18%

WFH Capacity

🇪🇬

TP Egypt Operations

Arabic Language Hub

54%

E-Sat Score

18mo

Avg Agent Tenure

9/10

K-Sat Score

2 yrs

Mgmt Tenure

20%

WFH Capacity

🎯

Section 03

Understanding of Requirements

We have thoroughly analyzed SAUDIA's requirements as outlined in the RFP and developed a comprehensive understanding of the scope, challenges, and opportunities this engagement presents. Our approach addresses each requirement with tailored solutions that leverage our aviation expertise and technological capabilities.

Core Service Requirements

📞

Inbound Services

Voice Support

Reservation & booking management
Ticket changes & cancellations
Flight information & status updates
Baggage inquiries & claims
Alfursan loyalty program support
Special services (wheelchair, meals, pets)
Complaint handling & escalation
IROP (Irregular Operations) support

💬

Digital Channels

Omnichannel Support

Email support & management
Live chat & web messaging
Social media engagement (Twitter, Facebook, Instagram)
WhatsApp Business integration
Mobile app support
SMS notifications & responses
Video support for premium passengers
Self-service IVR optimization

📤

Outbound Services

Proactive Engagement

Flight schedule change notifications
Booking confirmation calls
Payment reminder services
Customer satisfaction surveys
Loyalty program promotions
Ancillary upselling campaigns
Re-booking assistance
Win-back campaigns

👑

Premium Services

VIP & Elite Support

Dedicated Alfursan Gold/Platinum lines
First & Business class concierge
Priority handling queues
Personal travel assistance
24/7 dedicated account managers
Corporate client support
Multi-language premium support
Personalized service recovery

Language Requirements

🇸🇦

Arabic

🇬🇧

English

🇫🇷

French

🇩🇪

German

🇮🇳

Urdu/Hindi

🇵🇭

Tagalog

Additional languages available: Indonesian, Malay, Turkish, Spanish, Mandarin Chinese, Japanese, Korean

🌐 Global Language Delivery Strategy

Our strategic approach ensures 95% of all interactions are handled by our local Saudi operations, while leveraging TP's global footprint to deliver native-speaker support for specialized languages representing the remaining 5% of volume—all seamlessly orchestrated through our centralized Command Center in Jeddah.

🇸🇦

95%

Local Operations

Jeddah & Riyadh Contact Centers

🇸🇦 Arabic

Native Saudi speakers

🇬🇧 English

Fluent bilingual agents

✓ Full Saudi regulatory compliance ✓ Cultural alignment ✓ Vision 2030 contribution

�🇬

5%

Nearshore Excellence

TP Egypt

🇪🇬 Arabic • 🇬🇧 English • 🇵🇰 Urdu • 🇫🇷 French

🇪🇸 Spanish • 🇩🇪 German • 🇹🇷 Turkish • 🇮🇹 Italian

TP Egypt Hub - Cairo

Multilingual hub with 8 languages & cultural alignment

Overflow & Extended Hours Support

✓ Same timezone as KSA ✓ 8 languages supported ✓ Cost-effective scalability

🏗️ Integrated Operations Ecosystem

✈️ SAUDIA Contact Center Ecosystem - Unified Under TP Command

🎯

COMMAND CENTER

Jeddah, Saudi Arabia

Real-Time Monitoring Global Orchestration

⬇️

🇸🇦 LOCAL OPERATIONS - 95% OF VOLUME

🏢

Saudia (KAEC)

Primary Operations Center

Arabic English

500+ Seats

🏛️

Riyadh Center

Secondary & DR Site

Arabic English

300+ Seats

🏠

Saudi@Home

Remote Saudi Workforce

Arabic English

200+ Agents

SECURE VPN CONNECTIVITY

�🇬 TP EGYPT - 5% SPECIALIZED LANGUAGES

🇪🇬

TP Egypt Hub

Cairo, Egypt

🇵🇰 Urdu 🇫🇷 French 🇪🇸 Spanish 🇩🇪 German 🇹🇷 Turkish 🇮🇹 Italian

Same timezone • Cultural alignment • Multilingual talent pool

Local Operations (95%)

TP Egypt (5%)

Command Center

🎛️ Command Center - Global Orchestration Hub

The Jeddah Command Center acts as the single brain orchestrating all operations—local and offshore. Every interaction, regardless of language or location, is monitored, managed, and optimized in real-time to ensure consistent SAUDIA service excellence.

📡

Unified Monitoring

Single dashboard for all sites
Real-time KPI visibility
Cross-site queue management
Instant alert escalation

🔄

Intelligent Routing

Language-based auto-routing
Skills-based distribution
Overflow to offshore seamless
Zero customer friction

🛡️

Governance & Compliance

Centralized quality standards
Unified training delivery
Consistent brand voice
NCA/SAMA compliance all sites

✨ Why This Model Works for SAUDIA

💰

Cost Optimized

Native speakers at competitive rates

🎯

Quality Assured

Same TP standards globally

⚡

Zero Disruption

Seamless customer experience

🔐

Single Accountability

One partner, full responsibility

💻

Section 04

Technology Infrastructure & Systems

Our technology infrastructure is designed to deliver seamless, secure, and scalable contact center operations. We propose implementing the following integrated technology ecosystem that will enhance SAUDIA's customer service capabilities while ensuring compliance with all security and regulatory requirements.

Powered by Industry-Leading Technology Partners

CCaaS Platform

Cloud Infrastructure

Core Technology Stack

☁️

Contact Center Platform

Omnichannel Cloud CCaaS

Genesys Cloud CX / Amazon Connect platform
Unified agent desktop with 360° customer view
Intelligent skill-based routing
Real-time queue management
Virtual hold & callback options
Screen recording & quality monitoring
PCI-DSS compliant payment processing
99.99% platform availability SLA

📋 License Coverage: TP will cover the renewal and upgrade of SAUDIA's current Genesys license as part of our technical and financial proposal. This ensures a unified, consolidated view across all local and global contact center operations—eliminating fragmented systems and enabling seamless omnichannel customer experiences.

🤖

Artificial Intelligence

AI & Automation Suite

Conversational AI chatbots (Arabic & English)
Natural Language Processing (NLP) for intent detection
Voice biometrics for authentication
Predictive analytics for call volume forecasting
Real-time sentiment analysis
Automated quality scoring
Agent assist with next-best-action
Robotic Process Automation (RPA)

✈️

Aviation Systems

Airline Integrations

Amadeus Altéa PSS full integration
Real-time DCS (Departure Control System)
Baggage tracking systems integration
IROP management platforms
Alfursan loyalty system connectivity
Revenue accounting interfaces
NDC (New Distribution Capability) ready
Alliance partner system access

📊

Analytics & Reporting

Business Intelligence

Real-time operational dashboards
Microsoft Power BI / Tableau integration
Custom KPI tracking & alerts
Speech analytics with trend identification
Customer journey mapping
Agent performance scorecards
Predictive modeling & forecasting
Executive reporting suite

👥

Workforce Management

WFM & Optimization

NICE IEX / Verint WFM platform
AI-powered demand forecasting
Automated scheduling & shift bidding
Real-time adherence monitoring
Multi-skill optimization
Intraday management tools
Performance management integration
Mobile app for agents

🔒

Security Infrastructure

Cybersecurity Stack

Zero Trust architecture implementation
End-to-end encryption (TLS 1.3)
Multi-factor authentication (MFA)
SIEM with 24/7 SOC monitoring
DLP (Data Loss Prevention)
Advanced threat protection
Regular penetration testing
NCA ECC full compliance

Additional Proposed Systems

Recommended

🎙️ Advanced Speech Analytics

Real-time conversation intelligence platform that analyzes 100% of calls for compliance, quality, and insight extraction. Identifies customer emotion, agent performance, and emerging trends automatically.

Automatic call categorization
Competitor mention tracking
Compliance violation alerts
Trending topic identification

Innovation

🎯 Predictive Customer Engagement

Machine learning platform that predicts customer needs based on booking patterns, travel history, and behavior signals. Enables proactive outreach before issues arise.

Churn prediction modeling
Next-best-offer recommendations
Propensity scoring for upsells
Journey orchestration

Premium

📱 Visual IVR & Rich Messaging

Next-generation visual self-service allowing passengers to complete complex transactions visually on their smartphones while connected to IVR or agents.

Visual menu navigation
Document upload capability
Payment form completion
Seat map visual selection

Enhancement

🌐 Social Command Center

Dedicated social media monitoring and response center with sentiment tracking, influencer identification, and crisis management capabilities.

Real-time social listening
Automated sentiment alerts
Response time optimization
Viral content detection

📈

Section 05

Service Level Agreements & KPIs

We commit to industry-leading performance standards that reflect SAUDIA's premium positioning. Our KPI framework is designed to ensure excellence across all customer touchpoints while providing transparency and accountability.

Voice Channel KPIs

KPI Metric	Target	Measurement	Priority
Service Level (SL)	80% of calls answered within 20 seconds	Real-time / Daily	Critical
Average Speed of Answer (ASA)	≤ 25 seconds	Real-time / Daily	Critical
Abandonment Rate	≤ 3%	Real-time / Daily	Critical
First Call Resolution (FCR)	≥ 85%	Weekly	High
Average Handle Time (AHT)	≤ 240 seconds (4 minutes)	Daily	Medium
After Call Work (ACW)	≤ 45 seconds	Daily	Standard
Quality Assurance Score	≥ 90%	Weekly / Monthly	High
Customer Satisfaction (CSAT)	≥ 4.5 / 5.0	Per Interaction / Monthly	Critical
Net Promoter Score (NPS)	≥ 50	Monthly / Quarterly	High
Transfer Rate	≤ 8%	Daily	Medium

Digital Channel KPIs

Channel	Response Time	Resolution Time	CSAT Target
Live Chat	≤ 30 seconds initial response	≤ 5 minutes average handling	≥ 4.5 / 5.0
Email	≤ 2 hours first response	≤ 24 hours resolution	≥ 4.3 / 5.0
Social Media	≤ 15 minutes (public)	≤ 1 hour DM resolution	≥ 4.4 / 5.0
WhatsApp	≤ 1 minute initial response	≤ 10 minutes resolution	≥ 4.6 / 5.0
Mobile App Chat	≤ 30 seconds initial response	≤ 5 minutes resolution	≥ 4.5 / 5.0

Operational KPIs

KPI Metric	Target	Frequency	Priority
System Uptime	≥ 99.9%	Continuous	Critical
Agent Occupancy	75% - 85%	Real-time / Daily	Medium
Schedule Adherence	≥ 95%	Real-time / Daily	High
Agent Attrition Rate	≤ 15% annually	Monthly	High
Training Completion	100% within 30 days	Monthly	Standard
Saudization Rate	≥ 70%	Quarterly	Critical
Compliance Adherence	100%	Continuous	Critical
Sales Conversion Rate	≥ 25% on ancillaries	Weekly	Medium

🚀

Section 06

Transformation Strategy & Roadmap

TP's transformation approach goes beyond simple outsourcing—it's a strategic evolution of SAUDIA's customer experience capabilities. Our proven methodology transforms contact centers from cost centers into revenue generators and brand differentiators, leveraging cutting-edge technology, process excellence, and continuous innovation.

🔄 The Transformation Journey: From Today to Tomorrow

📍 CURRENT STATE

Traditional Contact Center Model

✗

Siloed Channels

Voice, email, chat operated separately

✗

Reactive Service

Waiting for customers to call with issues

✗

Manual Processes

High AHT, repetitive tasks for agents

✗

Limited Analytics

Historical reporting, delayed insights

✗

Cost Center Mindset

Focus on minimizing expenses only

✗

Static Operations

Limited scalability & flexibility

→

TP TRANSFORMATION

🎯 FUTURE STATE

TP-Powered Experience Center

✓

True Omnichannel

Unified experience across all touchpoints

✓

Proactive Engagement

AI-powered outreach before issues arise

✓

Intelligent Automation

AI handles routine, humans handle complex

✓

Predictive Analytics

Real-time insights, predictive actions

✓

Revenue Generator

Upsell, cross-sell, loyalty building

✓

Elastic Operations

Scale up/down instantly with demand

🎯 TP Transformation Commitment Targets

Based on our proven track record with airline clients worldwide, TP commits to delivering the following measurable improvements for SAUDIA:

📋 Note: Due to the lack of historical data, this is our current commitment. TP is confident we can do better and will provide a final plan with higher percentages during the assessment phase.

5-8%

AHT Reduction

Through AI-assisted workflows

Up to 30%

Self-Service Containment

Via intelligent IVR & bots

10-15%

FCR Improvement

With knowledge management

Up to 40%

SME Dependency Reduction

Via AI knowledge base

📈 Up to 55% with 5-year contract

10-12%

Productivity Improvement

Agent efficiency gains

10-15%

CSAT/NPS Improvement

Customer experience uplift

Up to 20%

Learning Curve Reduction

Faster agent proficiency

📉 Volume Reduction Projection

Through strategic implementation of AI-powered solutions and self-service capabilities, we project significant volume reduction across voice and digital channels over the transformation period.

🇸🇦

Domestic Operations

Monthly Volume Projection

Voice Channel

Current: 525,000

Target (M35): 351,469

-33% Reduction

Chat Channel

Current: 110,000

Target (M35): 116,817

Optimized Channel Shift

🌍

International Operations

Monthly Volume Projection

Voice Channel

Current: 80,000

Target (M35): 65,026

-19% Reduction

🤖 AI-Powered Volume Deflection by Year

Channel	Year 1	Year 2	Year 3	3-Year Total
🇸🇦 DOMESTIC OPERATIONS
Voice Baseline	6,300,000	6,300,000	6,300,000	18,900,000
Voice Bot Deflection	4%	21%	28%	3,325,466
Chatbot Deflection	2%	12%	18%	419,854
Calls Handled by Agents	5,505,140	4,115,566	3,654,522	13,275,228
🌍 INTERNATIONAL OPERATIONS
Voice Baseline	960,000	960,000	960,000	2,880,000
Voice Bot Deflection	—	4%	14%	174,253
Calls Handled by Agents	792,000	642,208	579,815	2,014,023

3.5M+

Voice Bot Deflections

Over 3 Years

420K+

Chatbot Deflections

Domestic Operations

44%

Total Cost Savings

From AI Automation

👥 FTE Phasing & Workforce Optimization

Our workforce optimization strategy ensures right-sizing of operations while maintaining service excellence. The phasing plan aligns with volume reduction projections through AI implementation.

🇸🇦 Domestic FTE Phasing Plan (36-Month View)

Role	Ratio	M1-M6	M7-M12	M13-M18	M19-M24	M25-M30	M31-M36	Total Change
Voice Agents	Base	540	509	423	423	335	324	-40%
Chat Agents	Base	96	92	78	78	64	58	-40%
Total Agents	-	636	601	501	501	399	382	-40%
Supervisors	1:25	25	24	20	20	16	15	-40%
ACCM	1:75	8	8	7	7	5	5	-38%
Ops Manager	1:100	6	6	5	5	4	4	-33%
Quality Analysts	1:40	16	15	13	13	10	10	-38%
Trainers	1:100	6	6	5	5	4	4	-33%
RTM	1:100	6	6	5	5	4	4	-33%
WFM	Fixed	2	2	2	2	2	2	0%
License Count	-	359	339	283	283	225	215	-40%

🌍 International FTE Phasing Plan (36-Month View)

Role	Ratio	M1-M6	M7-M12	M13-M18	M19-M24	M25-M30	M31-M36	Total Change
Voice Agents	Base	77	72	58	58	51	46	-40%
Supervisors	1:25	3	3	2	2	2	2	-33%
ACCM	1:75	1	1	1	1	1	1	0%
Ops Manager	1:100	1	1	1	1	1	0	-100%
Quality Analysts	1:40	2	2	1	1	1	1	-50%
Trainers	1:100	1	1	1	1	1	0	-100%
RTM	1:100	1	1	1	1	1	0	-100%
License Count	-	43	41	33	33	29	26	-40%

🚀 Solution Go-Live Timeline

Our phased implementation approach ensures seamless deployment of AI and automation solutions, minimizing disruption while maximizing transformation impact.

PHASE 1: M1-M4

Foundation & Quick Wins

AI Knowledge Base (KnowMax)
Interaction Analytics (Already Enabled)
Lean Six Sigma Process Optimization

PHASE 2: M5-M8

AI Enhancement

Conversational IVR
AI Agent Co-pilot (Domestic + International)
Contact Deflection (Domestic + International)

PHASE 3: M9-M13

Full Automation

Chatbot Implementation
AI Call Summarization (Supervisors)
Gamification (Domestic + International)

Complete Solution Portfolio

🎯 TRY ME

🎙️

Conversational IVR

↩️

Contact Deflection

🤖

AI Chatbot

📚

AI Knowledge Base

🤝

AI Agent Co-pilot

📝

Call Summarization

🎮

Gamification

📊

Interaction Analytics

📈

Lean Six Sigma

✨

Full AI Suite

▶ LIVE DEMO

🤖 AI-Powered Wrapup Code Detection & Call Summarization

Watch how our AI automatically detects wrapup codes, generates intelligent call summaries, and enhances agent productivity in real-time. This solution reduces after-call work by up to 70% while ensuring consistent documentation quality.

⚡

70% Faster

After-Call Work

🎯

95% Accuracy

Wrapup Detection

📝

Auto Summary

Real-time Generation

🗺️ 3-Year Transformation Roadmap

Y1

Year 1

Foundation

Establish operational excellence with core infrastructure, team deployment, and baseline automation.

🎯 Key Milestones:

Full operational transition complete
Omnichannel platform deployed
AI Chatbot v1.0 launched
Command Center operational 24/7
70%+ Saudization achieved
IVR optimization (30% containment)

Y2

Year 2

Optimization

Advanced automation, predictive capabilities, and process optimization for peak efficiency.

🎯 Key Milestones:

AI Voice Bot deployment
Predictive IROP management
Proactive outbound campaigns
Real-time sentiment analysis
Advanced workforce analytics
Self-service portal v2.0

Y3

Year 3

Innovation

Industry-leading CX with full AI augmentation and next-generation experience design.

🎯 Key Milestones:

Generative AI agent assist
Hyper-personalization engine
Video customer support
AR/VR premium experiences
Autonomous issue resolution
Industry benchmark leadership

⚙️ Transformation Workflow & Governance

Continuous Improvement Cycle

📊

ANALYZE

Data & Insights

→

💡

IDEATE

Solutions Design

→

🔧

IMPLEMENT

Execute Changes

→

📈

MEASURE

Track Results

→

🔄

ITERATE

Refine & Scale

👔

Strategic Review

Quarterly
C-Level steering committee reviews transformation progress, strategic alignment, and major initiatives.

📋

Operations Review

Monthly
KPI deep-dive, improvement initiatives tracking, resource optimization, and risk mitigation.

🚀

Innovation Sprint

Bi-Weekly
Agile sprints for continuous improvements, pilot programs, and rapid experimentation.

🏛️ Five Pillars of TP Transformation

⚙️

Operations

Process excellence, quality frameworks, continuous improvement

👥

Manpower

Saudi talent, training academies, career development

💻

Solutions

AI, automation, analytics, omnichannel technology

🏢

Facility

World-class sites, BCP/DR, secure infrastructure

🚀

Transformation

Innovation labs, digital roadmap, future-proofing

🎯 Our Transformation Promise

TP doesn't just operate contact centers—we transform them. With our proven methodology, SAUDIA's customer service will evolve from a traditional support function into a strategic differentiator that drives loyalty, revenue, and brand excellence.

📅

Section 07

Project Implementation Plan

Our implementation methodology follows a phased approach designed to ensure seamless transition while minimizing operational disruption. We present two distinct implementation tracks to address both Domestic (KSA) and International (Egypt) operations.

🇸🇦

DOMESTIC IMPLEMENTATION

KSA Operations

13

Weeks to Go-Live

8

Departments

636

Initial FTEs

🌍

INTERNATIONAL IMPLEMENTATION

Egypt Operations

35

Weeks to Go-Live

6

Languages

77

Initial FTEs

🇸🇦 KSA Domestic Implementation Plan (13 Weeks)

Department

W1

W2

W3

W4

W5

W6

W7

W8

W9

W10

W11

W12

W13

W14

W15

📋 Project Scoping

W1

👥 HR - Rebadging

W1-12: Employee transfer & contracts

👤 HR - New Hires (P1)

W1-7: Sourcing & interviews

🎯 Support Functions

W1-5: TL/Sup/QA/WFM

📚 Training & Development

Prep

W8-12: Batch Training

💻 IT Department

W1-12: Infrastructure, IPsec, domain join, workstations

🏢 Facility Readiness

W1-8: Site layout, branding, command center

✅ Quality Assurance

W1-10: QA framework, FAQs, calibration

Sign-off

⚙️ Operations Setup

W7-11: SOPs & structure

🚀 GO-LIVE

Audit

🎉 LIVE

Stabilize

📋 KSA Implementation Detailed Activities

#	Activity	Responsibility	Start	End
1. Project Scoping
1.1	BC & Contract Finalization	All	W1	W1
1.2	Setting Up Project Team	All	W1	W1
1.3	Identifying SOW & Project Charter	PM	W1	W1
1.4	Kick-off Internal & External	PM	W1	W1
2. Human Resources - Rebadging
2.1	Rebadging employees list from Client	Client	W1	W1
2.2	Review employee list	HR	W2	W3
2.3	HR & Legal setup	HR	W4	W5
2.4	Communication with employees	HR	W6	W7
2.5	Send offers & track acceptance	HR	W8	W9
2.6	Signing contracts & transfer to TP	HR	W10	W12
3. Training & Development
3.1	Training Room Readiness	TR	W1	W3
3.2	Preparing Training Material	TR/Client	W2	W5
3.3	Training Agenda (Duration & Methodology)	TR/Client	W5	W6
3.4	Batch 1 & 2 Training	Client	W8	W12
3.5	Certification	TR/Client	W12	W12
4. IT Department
4.1	Project kickoff & delivery plan (scope, RACI)	IT/Client	W1	W1
4.2	Confirm requirements & Bill of Materials	IT/Client	W1	W1
4.3	HLD workshops & sign-off (connectivity, IPsec)	IT/Client	W1	W2
4.4	Security requirements & approvals	IT/Client	W2	W4
4.5	Procurement: PCs, headsets, network infra	IT	W2	W5
4.6	DIA ordering & carrier coordination	IT	W2	W5
4.7	DIA circuit installation & IPsec tunnels	IT/Client	W6	W7
4.8	Workstation & headset deployment	IT/Client	W7	W8
4.9	End-to-end testing & go-live readiness	IT/Client	W8	W9
5. Facility Department
5.1	Preparing Site Layout	Admin	W1	W1
5.2	Site Deployment	Admin	W2	W6
5.3	Command Center Readiness	Admin	W3	W6
5.4	Branding Design & Deployment	Admin	W3	W8
6. Quality Assurance
6.1	Enhanced Evaluation Form Proposal	QA	W1	W10
6.2	Building QA & Training Governance	QA	W1	W10
6.3	Preparing FAQs, knowledge base, templates	QA	W1	W10
6.4	Calibration, coaching & dispute processes	QA	W1	W10
6.5	Review and approval on QA Framework	QA	W11	W12
7. Go-Live
7.1	Pre-Live Audit Check	All	W12	W12
7.2	Announcement	All	W12	W12
7.3	GO-LIVE 🎉	All	W13	W13
7.4	Monitoring & Stabilization	All	W13	W15

🌍 International Implementation Plan - Egypt (35 Weeks)

PHASE 1

Initiation & Planning

Weeks 1-2

Award & scope definition
Technology requirements
Hiring & training requirements
Production floor requirements

PHASE 2

Setup & Leadership

Weeks 2-19

IT setup (end-to-end)
Production floor readiness
Wave 0 leadership hiring
Train the trainer program

PHASE 3

Agent Launch

Weeks 16-35

Agent recruitment
Product knowledge training
Nesting & soft launch
Production go-live

🌐 Multilingual Ramp-Up Plan

🇫🇷

French

12

Required HC

🇪🇸

Spanish

12

Required HC

🇮🇹

Italian

12

Required HC

🇩🇪

German

12

Required HC

🇹🇷

Turkish

12

Required HC

🇵🇰

Urdu

23

Required HC

Training Waves Schedule

Wave	Languages & HC	TTT Phase	Nesting	Go-Live
Wave 0 - TTT	Train the Trainer (Leadership)	W10-W17	W18-W19	W20
Wave 1	8 FR + 8 SP + 5 IT	W20-W32	W33-W34	W35
Wave 2	8 UR + 5 GR + 2 TK	W20-W32	W33-W34	W35
Wave 3	8 FR + 8 SP + 5 IT	Post Go-Live backfill
Wave 4	8 UR + 5 GR + 2 TK	Post Go-Live backfill
Wave 5	8 UR + 2 IT + 2 GR + 2 TK	Post Go-Live backfill

📋 Planning Assumptions

Max class size: 20 agents
15-20% training attrition expected (80-85% graduation rate)
2% weekly operations attrition considered in ramp-up
Monthly hiring capacity varies by language (2-8 per month)

📅 International Implementation Timeline

INITIATION

W1-W2

Award & Planning

→

INFRASTRUCTURE

W2-W17

IT & Facility Setup

→

LEADERSHIP

W4-W19

Wave 0 TTT

→

RECRUITMENT

W16-W19

Agent Hiring

→

TRAINING

W20-W32

Product Knowledge

→

NESTING

W33-W34

Soft Launch

→

🎉 GO-LIVE

WEEK 35

Production

Planning & Initiation

Infrastructure

Configuration

Training (Parallel)

UAT

Go-Live

Milestone

Critical Success Factors

⚡

Parallel Execution

8 concurrent workstreams enable aggressive 13-week KSA timeline through coordinated parallel activities.

👥

Agent Rebadging

Transfer of 200+ existing SAUDIA agents ensures business continuity with minimal knowledge transfer risk.

🎯

Phased Go-Live

KSA domestic first (Week 13), international multilingual 22 weeks later, enabling focused stabilization.

🚀

GO-LIVE & STABILIZATION

Production Launch Approach

🇸🇦

KSA Domestic

Week 13 Go-Live with 2-week stabilization period through Week 15

🌍

International Egypt

Week 35 Go-Live for 6-language multilingual support center

🛡️

Hypercare Support

Dedicated war room team for immediate issue resolution 24/7

Key Milestones & Deliverables

KSA Domestic Milestones (13-Week Timeline)

Milestone	Week	Deliverable	Sign-off Required
M1: Project Kick-off	Week 1	Project Charter, RACI Matrix, Scope Sign-off	Yes
M2: Rebadging Complete	Week 4	Data Collection, Offers Acceptance	Yes
M3: Facility Ready	Week 8	Site Setup, Equipment Installation	Yes
M4: Systems Integrated	Week 10	IT Integration, UAT Complete	Yes
M5: Training Complete	Week 12	TTT & Agent Training Certified	Yes
M6: Go-Live Readiness	Week 12	QA Calibration, Pre-Launch Checklist	Yes
M7: KSA Go-Live	Week 13	Production Launch, Cutover Complete	Yes
M8: Stabilization Complete	Week 15	Hypercare Exit, BAU Transition	Yes

International Egypt Milestones (35-Week Timeline)

Milestone	Week	Deliverable	Sign-off Required
M1: Initiation Complete	Week 2	Site Selection, Legal Setup	Yes
M2: Production Floor Ready	Week 14	Facility Build-out, IT Infrastructure	Yes
M3: IT Systems Live	Week 17	CCaaS, CRM, Telephony Integration	Yes
M4: Wave 0 TTT Complete	Week 19	Leadership & Trainers Certified	Yes
M5: Agent Recruitment Done	Week 32	6 Languages Staffed (77 FTEs)	Yes
M6: Nesting Complete	Week 34	OJT, Shadow & Reverse Shadow	Yes
M7: International Go-Live	Week 35	Multilingual Production Launch	Yes

📧

Section 08

Communication Matrix

Effective communication is fundamental to successful partnership. We propose a comprehensive communication framework that ensures transparency, timely escalation, and continuous alignment with SAUDIA's objectives.

Governance Structure

🎯 Strategic Level

Meeting: Quarterly Business Review

Frequency: Quarterly

Attendees: C-Level / VP

Format: In-person / Video

Topics: Strategic alignment, contract review, major initiatives, performance trends

📊 Tactical Level

Meeting: Monthly Operations Review

Frequency: Monthly

Attendees: Directors / Managers

Format: Video Conference

Topics: KPI performance, process improvements, staffing, quality metrics

⚙️ Operational Level

Meeting: Weekly Ops Sync

Frequency: Weekly

Attendees: Operations Managers

Format: Video / Call

Topics: Weekly metrics, issues, schedule changes, training updates

📞 Daily Operations

Meeting: Daily Huddle

Frequency: Daily

Attendees: Team Leads

Format: Standup / Chat

Topics: Daily volume, real-time issues, immediate escalations

🚨 Escalation

Response: Severity-based SLA

Critical: 15 min response

High: 1 hour response

Medium: 4 hour response

24/7 escalation hotline with on-call management coverage

📋 Reporting

Real-time: Dashboard Access

Daily: Performance Summary

Weekly: Detailed Report

Monthly: Executive Report

Customizable reporting portal with drill-down capabilities

Key Contacts Matrix

Role	Responsibility	Availability	Escalation Path
Account Executive	Strategic relationship, contract governance	Business Hours + On-call	CEO
Operations Director	Overall service delivery, P&L	24/7 Escalation	Account Executive
Service Delivery Manager	Daily operations, KPI management	Extended Hours	Operations Director
Quality Manager	Quality assurance, compliance	Business Hours	Operations Director
Training Manager	Agent development, certifications	Business Hours	Service Delivery Manager
IT Manager	Technology, integrations, security	24/7 On-call	Operations Director
WFM Manager	Scheduling, forecasting, capacity	Extended Hours	Service Delivery Manager
Floor Operations Manager	Real-time floor management	24/7 (Shift-based)	Service Delivery Manager

Escalation Matrix

Severity	Definition	Response Time	Resolution Target
P1 - Critical	System outage, major service disruption affecting >50% capacity	15 minutes	2 hours
P2 - High	Significant degradation, affecting 25-50% capacity or VIP impact	1 hour	4 hours
P3 - Medium	Moderate impact, workaround available, affecting <25% capacity	4 hours	24 hours
P4 - Low	Minor issue, no operational impact, enhancement request	8 hours	5 business days

👔 Meet Your Dedicated Leadership Team

We have an experienced team of experts with experience in the Tourism Industry & Airline Customer Service. Our dedicated leadership team brings decades of combined experience in aviation, digital transformation, and customer experience management.

🌍 Global Expert Team

👤

Paul Joustra

SVP Transformation & Global Head of Innovation

12 years at TP • Fortune 500 Digital Transformation • AI Strategy Expert

👤

Stefan Heidtmann

SVP – Global Business Development

17 years at TP • Travel & Tourism Expert • 25+ markets experience

👤

Maged Elkady

Service Delivery Director

22 years experience • Operations Excellence • Team Development Expert

👤

Abdullah Elbadawi

Head of CX

18 years MENA experience • CX Consulting & Design • Transformation Leadership

🇸🇦 Regional Delivery Team

👤

Tariq Labadi

VP of Transition

Business Services VP • COPC Expert • GCC Aviation Experience

👤

Mohamed Hegazy

Chief Commercial Officer

13 years at TP • Sabre, Galileo, Amadeus Certified • 2 Airline Projects Launched

👤

Jaideep Raj

Director of Transformation

14 years at TP • 9 years Travel Sector • Operations Director Experience

👤

Abdulrahman Akram

Implementation Manager

Senior Project Manager • Service Journey Design • Airline CC Implementation

Executive Sponsors

👤

Stefan Heidtmann

SVP Global Business Development

Strategic oversight & partnership

👤

Joao Tarboda

VP Travel & Tourism Solutions

Industry expertise & solutions

👤

Karim Tolba

Chief Transformation Officer

Digital transformation leadership

👤

Yazeed Alrajban

Director Business Development KSA

👤

Hossam Elfarahaty

Service Delivery Director

👤

Jaideep Raj

Director of Transformation

👤

Sarah Ryan

Implementation Manager

🏗️ SAUDIA Project Organizational Structure

Our dedicated project team structure ensures clear accountability, efficient communication, and seamless service delivery for the SAUDIA contact center operation.

👔

CEO

Executive Sponsor

💰

CFO

Financial Oversight

⚙️

COO

Operations Excellence

📋

Project Manager

Delivery & Timeline

🤝

Account Manager

Client Relations

⭐

Quality, Training & CX Director

Service Excellence

🎯

Operations Manager

Day-to-Day Operations

👥

Supervisors

Team Oversight

🏆

Team Leaders

Floor Management

✅

Quality Analysts

Quality Assurance

🎓

Trainers

Training Programs

📊

WFM

Workforce Planning

⏱️

Real-Time Management

Live Monitoring & Adjustments

🎧

Customer Service Agents

Frontline Excellence

Executive Leadership

Senior Management

Operations

Support Functions

Frontline Team

📊 Organizational Staffing Ratios

Role	Ratio	Responsibility
Operations Manager	1:100	Overall operations oversight, P&L, client relationship
Supervisor	1:75	Team performance, coaching, escalation handling
Team Leader	1:25	Real-time floor support, daily performance management
Quality Analyst	1:40	Call evaluations, coaching, compliance monitoring
Trainer	1:100	New hire training, refresher programs, upskilling
WFM Analyst	2 per location	Scheduling, forecasting, real-time adherence
Reporting Analyst	1:100	MIS, dashboards, analytics, insights

💰 Compensation Structure (Monthly SAR)

Our competitive compensation packages are designed to attract and retain top talent in the Saudi market, ensuring exceptional service delivery for SAUDIA passengers.

Role	Monthly Salary (SAR)
Agent	6,500 + 1,500 (performance)
Team Leader	9,500
Supervisor (SPV)	12,000
Operations Manager	23,000 - 25,000
Quality Analyst (QA)	9,000
Trainer	9,000
WFM Analyst	12,000
RTM (Real-Time Management)	8,500

💡 Note: All salaries include basic pay and are compliant with Saudi labor regulations. Additional benefits include medical insurance, annual leave, performance bonuses, and career development opportunities aligned with Vision 2030 objectives.

⭐

Section 09

Optional Services & Value Additions

Beyond the core requirements, we offer additional services that can further enhance SAUDIA's customer experience and operational efficiency. These optional services represent our commitment to continuous innovation and value creation.

Premium Add-on

🎥 Video Customer Service

Face-to-face video support for premium passengers and complex service recovery situations. Humanizes digital interactions and increases first-contact resolution.

WebRTC-based video calls
Screen sharing for booking assistance
Document verification capability
Virtual queue with callback
Recording for quality assurance

Innovation

🗣️ Multilingual AI Voice Bot

Advanced conversational AI handling routine inquiries in Arabic, English, and other languages. Reduces wait times and handles high-volume periods efficiently.

Natural language understanding
Flight status inquiries
Booking confirmations
Seamless agent handoff
Continuous learning from interactions

Revenue Driver

💼 Outbound Sales Campaign

Proactive outbound campaigns for ancillary revenue generation, loyalty program upgrades, and targeted promotional offers.

Seat upgrade offers
Lounge access promotions
Travel insurance sales
Alfursan tier upgrade campaigns
Destination marketing support

Insight

🔍 Voice of Customer Program

Comprehensive customer feedback collection and analysis program providing actionable insights for service improvement.

Post-interaction surveys (IVR, SMS, Email)
Detractor callback program
Trend analysis reporting
Competitive benchmarking
Quarterly insight presentations

Specialized

✈️ IROP Command Center

Dedicated Irregular Operations team for managing flight disruptions, rebooking, and passenger communication during weather events or operational issues.

Rapid surge staffing capability
Proactive passenger notification
Mass rebooking support
Crisis communication protocols
Real-time social media monitoring

Back-Office

📝 Claims & Refunds Processing

End-to-end handling of customer claims, refund requests, and compensation processing with full audit trail and compliance.

Baggage claim processing
Ticket refund handling
EU261 compensation management
Insurance claim coordination
Status tracking & customer updates

Support

🛫 Airport Support Coordination

Remote support for airport operations including check-in assistance, gate inquiries, and coordination with ground handling.

Virtual check-in assistance
Documentation verification
Special services coordination
Connection flight monitoring
Meet & assist arrangements

B2B

🏢 Corporate Travel Support

Dedicated support desk for SAUDIA's corporate accounts, travel agencies, and B2B partners with specialized knowledge and priority handling.

Dedicated B2B queue
Group booking support
Corporate fare management
Account-specific reporting
API support assistance

❤️

Section 10

People Excellence - Our Greatest Asset

At TP, we believe that exceptional customer experiences start with exceptional employee experiences. Our people-first philosophy ensures that every team member serving SAUDIA feels valued, supported, and empowered to deliver their best. Happy employees create happy customers—it's that simple.

❤️

🏆 TP Employee Value Proposition

"We don't just hire employees—we invest in careers, nurture talent, and build futures."

18%

Annual Attrition

Industry avg: 35-45%

4.5

Employee Satisfaction

Out of 5.0 score

85%

Internal Promotion

Leadership filled internally

92%

Would Recommend

TP as employer

🚀 Clear Career Progression Path

Every employee joining the SAUDIA account has visibility into their career journey from Day 1. Our structured career paths ensure that talent is recognized, developed, and promoted based on merit and performance.

👤

Customer Service

Agent

Month 1-12

⭐

Senior Agent /

SME

Year 1-2

👨‍💼

Team Leader /

Supervisor

Year 2-3

📊

Operations

Manager

Year 3-5

🎯

Director /

Executive

Year 5+

📞 Operations Track

Agent → Team Lead → Floor Manager → Operations Director

🎓 Quality Track

Agent → QA Analyst → QA Lead → Quality Manager

🧠 Training Track

Agent → SME → Trainer → Training Manager

🌟 Employee Wellbeing & Benefits

⚖️

Work-Life Balance

Because life happens outside work too

Flexible scheduling options
Work-from-home opportunities for eligible roles
Paid time off & annual leave
Family-friendly policies
Shift swap flexibility
Compressed work week options

💪

Health & Wellness

Investing in employee health

Comprehensive medical insurance
Mental health support & counseling
On-site wellness rooms
Gym membership subsidies
Health awareness programs
Ergonomic workstation assessments

🏆

Recognition & Rewards

Celebrating excellence daily

Monthly performance bonuses
Employee of the Month/Quarter awards
Spot recognition program
Annual excellence awards gala
Peer-to-peer recognition platform
Long-service appreciation awards

📚

Learning & Development

Never stop growing

TP University online learning platform
Certification sponsorship programs
Leadership development academy
Cross-training opportunities
Language learning support
External conference attendance

🎉 Employee Engagement & Culture

🎊

Team Events

Monthly celebrations, team outings, seasonal parties, cultural events

🏅

Sports & Activities

Football leagues, fitness challenges, sports days, wellness competitions

💬

Voice Matters

Regular surveys, town halls, suggestion boxes, open-door policy

🤝

Community Impact

CSR initiatives, volunteer programs, charity drives, environmental projects

💬

"I joined TP as an agent 4 years ago. Today, I'm an Operations Manager leading a team of 50. The career growth opportunities here are real—TP invested in my training, mentored me through challenges, and believed in my potential. This isn't just a job; it's a career home."

— Ahmed Al-Rashid, Operations Manager

Promoted from Agent to Manager in 4 years

📉 Our Approach to Low Attrition

🎯

Hire Right

Rigorous selection process ensuring cultural fit, skill match, and career alignment from day one.

🌱

Nurture Always

Continuous coaching, regular check-ins, and proactive support to address concerns before they escalate.

📊

Measure & Act

Regular pulse surveys, exit interviews, and predictive analytics to identify and address attrition risks early.

📊 Attrition Rate Comparison

40%

Industry Average

30%

Competitors

18%

TP KSA

🇸🇦 Saudization Excellence

🇸🇦

70%+

Saudi Workforce

Committed to Vision 2030

Our Saudization Strategy

🎓 University Partnerships

Recruit top Saudi graduates

💼 HRDF Collaboration

Training subsidies & support

🏠 Women@Home Program

Remote work for Saudi women

🚀 Fast-Track Leadership

Accelerated Saudi promotions

🎓 Training Excellence Programs

Our comprehensive learning ecosystem ensures every team member has access to world-class training and development resources, enabling continuous skill enhancement and career growth.

🚀

JUMP!

Career Development Program

Career Paths:
• Consultant → Supervisor
• Supervisor → ACM
• ACM → Trainer
• Multi-track development

Structured pathways for rapid career advancement

💻

MyTP

Virtual Learning Platform

Key Features:
• 2.5M+ courses completed (2021)
• Self-paced learning modules
• Skill certifications
• Mobile learning access

24/7 access to learning resources

🏛️

TP University

Leadership Development

Programs:
• Executive leadership tracks
• Management certification
• Cross-functional training
• Global best practices

Developing tomorrow's leaders

⭐

BEST

Baseline Enterprise Standards for TP

Standardized onboarding processes
Quality benchmarks & certification
Global best practice frameworks
Continuous improvement methodology

🔄

Rebadging Framework

Staff Transition Methodology

Seamless staff transition protocols
Knowledge retention programs
Culture integration workshops
Proven track record: -25% attrition, -16% absenteeism

📜 Professional Certification & Development Plan

Our comprehensive certification roadmap is designed to elevate CX & operational performance while ensuring aviation compliance and building internal training capability within KSA.

🎯

Development Objectives

📈

Elevate CX & Operations

COPC HPMT, Lean Six Sigma (Yellow/Green Belt), and role-specific CX/QA certifications

✈️

Aviation Compliance

Strengthen safety through IATA/PSAA modules for airport-facing roles

🏛️

Internal Capability

Build in-house training capability with ATD Instructional Design for KSA trainers

🎓 Role-Based Certification Curriculum

👤

Operations CE

Customer Expert Level

COPC Lean Six Sigma Yellow Belt
IATA Airport Operations Fundamentals (Self-study)

👨‍💼

Supervisors / Team Leaders

Front-line Leadership

COPC HPMT (High Performance Management Techniques)
COPC Lean Six Sigma Yellow Belt
IATA Airport Operations Fundamentals

🎓

Trainers

Learning & Development

COPC HPMT (High Performance Management)
COPC Lean Six Sigma Yellow Belt
ATD Instructional Design Certificate (Riyadh)

📊

Quality Analysts

Quality Assurance

COPC HPMT (High Performance Management)
COPC Lean Six Sigma Yellow Belt
COPC Best Practices for Quality Management (BPQM)

📋

Operations Assistant Manager

Mid-Level Management

COPC HPMT (High Performance Management)
COPC Lean Six Sigma Green Belt

🎯

Operations Manager / Director

Senior Leadership

COPC Best Practices for CX Operations (BPCX)
COPC Lean Six Sigma Green Belt

🏢 Recommended Training Providers (KSA & Global)

🏆

COPC Inc.

HPMT, CX Ops, Quality Mgmt., LSS for Contact Centers

Live Virtual / On-Demand

✈️

PSAA

Prince Sultan Aviation Academy, Jeddah - IATA RTP

Aviation Safety/Audit

🛫

SACA

Saudi Academy of Civil Aviation - IATA ATC

Airport Ops / Security

📚

LEORON

Riyadh - ATD Instructional Design Certificate

Local KSA Training

💖 Our People Promise to SAUDIA

We promise to treat every employee serving SAUDIA as a valued member of our family—providing them with growth opportunities, competitive rewards, and a supportive environment where they can thrive. Because when our people shine, SAUDIA's customers smile.

🔐

Section 11

Cybersecurity & Data Protection

We recognize the critical importance of protecting SAUDIA's data and maintaining the trust of passengers. Our cybersecurity framework is designed to exceed NCA (National Cybersecurity Authority) requirements and international best practices.

☁️

AWS Infrastructure in Saudi Arabia

To fully meet the National Cybersecurity Authority (NCA) requirements and data sovereignty regulations, TP will transition cloud infrastructure to AWS Saudi Arabia (Middle East - Bahrain/KSA region). This strategic move ensures all customer data remains within compliant jurisdictions, providing SAUDIA with complete peace of mind regarding data residency, security, and regulatory compliance. This infrastructure approach has been factored into our technical and financial proposal.

🛡️

NCA ECC Compliance

Full compliance with Saudi National Cybersecurity Authority Essential Cybersecurity Controls, including all domains: Governance, Defense, Resilience, and Third-Party.

🔒

Data Encryption

End-to-end encryption for all data in transit (TLS 1.3) and at rest (AES-256). Secure key management with HSM (Hardware Security Modules).

👤

Identity & Access

Zero Trust architecture with multi-factor authentication, role-based access control, privileged access management, and continuous verification.

🔍

24/7 SOC Monitoring

Security Operations Center with SIEM, continuous threat monitoring, automated incident response, and threat intelligence integration.

📋

PDPL Compliance

Full compliance with Saudi Personal Data Protection Law including data subject rights, consent management, and cross-border transfer controls.

⚡

Incident Response

Comprehensive incident response plan with defined procedures, communication protocols, forensic capabilities, and regular tabletop exercises.

Security Certifications & Audits

Certification / Standard	Scope	Audit Frequency	Status
ISO 27001:2022	Information Security Management System	Annual (External)	Certified
NCA ECC	Essential Cybersecurity Controls	Annual (External)	Compliant
PCI-DSS v4.0	Payment Card Industry Data Security	Annual (QSA)	Certified
SOC 2 Type II	Security, Availability, Confidentiality	Annual (External)	Certified
Penetration Testing	Network, Application, Social Engineering	Quarterly	Ongoing
Vulnerability Assessment	Infrastructure & Applications	Monthly	Ongoing

🇸🇦

Section 12

Local Content & Sustainability

Vision 2030 Alignment & Saudization Commitment

We are deeply committed to supporting Saudi Arabia's Vision 2030 objectives, particularly in developing local talent and building a skilled Saudi workforce in the customer service sector.

70%+

Saudi Workforce

500+

Saudi Jobs Created

100%

Saudi Supervisors

40%

Female Workforce

Local Content Initiatives

🎓

Talent Development

Saudi Youth Employment

Partnership with Saudi universities for internships
Graduate recruitment programs
Career development pathways to leadership
Competitive Saudi-market compensation
Women's employment initiatives
Special needs employment programs

🏫

Training Academy

Skills Development

In-house training academy in Jeddah
Aviation industry certification programs
Language skill development
Leadership development tracks
HRDF partnership for training subsidies
Continuous upskilling programs

🖥️

Section 13

Command Center - Operations Nerve Center

Our state-of-the-art Command Center serves as the nerve center for all SAUDIA contact center operations. This dedicated facility provides real-time visibility, proactive monitoring, and instant response capabilities to ensure seamless service delivery 24/7/365.

            ● LIVE MONITORING ACTIVE
        

✈️ SAUDIA OPERATIONS COMMAND CENTER ✈️

▼ MAIN VIDEO WALL - 12 SCREEN DISPLAY ▼

🌍 GLOBAL OPERATIONS

• • • •

Jeddah • Riyadh • Dubai • Cairo

📊 SERVICE LEVEL

87%

Target: 80% | ✓ ACHIEVED

📞 CALLS IN QUEUE

24

Avg Wait: 18 sec

👥 AGENTS ONLINE

248

Available: 52 | On Call: 196

✈️ FLIGHT STATUS

SV301 JED→LHR ON TIME

SV119 RUH→CDG DELAYED

SV855 JED→CAI ON TIME

⭐ CSAT TODAY

4.7

Based on 1,247 surveys

📱 SOCIAL MEDIA

Twitter: 12 pending

Facebook: 8 pending

Instagram: 5 pending

🚨 ACTIVE ALERTS

0

ALL SYSTEMS NORMAL

📈 CALL VOLUME TREND (24 HRS)

00:0006:0012:0018:00NOW

📊 CHANNEL DISTRIBUTION

65%

Voice

20%

Chat

10%

Email

5%

Social

👨‍💼

Command Lead

Real-time Decisions

📊

WFM Analyst

Capacity Management

🔧

Tech Support

System Monitoring

✈️

IROP Coordinator

Flight Disruptions

SAUDIA AIRLINES × YOUR COMPANY | JEDDAH COMMAND CENTER | 24/7 OPERATIONS

Command Center Capabilities

🖥️

Video Wall

12-screen display with real-time KPIs, flight status, and global operations view

🚨

Alert Management

Automated threshold alerts with escalation triggers and incident management

📡

Flight Integration

Live feed from SAUDIA OCC for proactive disruption management

🎯

Instant Response

One-click agent broadcast, skill rebalancing, and overflow activation

🏢

Section 14

Contact Center Facility Design

Our purpose-built contact center facility is designed to meet all SAUDIA requirements while providing a world-class working environment that attracts and retains top talent. The facility reflects SAUDIA's brand values and commitment to excellence.

🏢 FACILITY TOUR

✈️ SAUDIA Contact Center - Jeddah Facility

Take a virtual tour of our state-of-the-art contact center facility designed specifically for SAUDIA. Experience our world-class infrastructure, advanced technology setup, and purpose-built environment that ensures exceptional customer service delivery.

📐

5,000 sqm

Total Area

💺

250+ Seats

Workstations

🖥️

Command Center

24/7 Operations

🎓

Training Academy

3 Classrooms

Facility Features & Requirements Alignment

🖥️

Workstation Design

Agent Desktop Setup

Dual 24" monitors for optimal productivity
Ergonomic adjustable chairs & desks
Noise-cancelling headsets (Jabra/Poly)
Unified communications softphone
Biometric login for security
USB-C docking stations

🔌

Infrastructure

Technical Setup

Redundant fiber connectivity (2 ISPs)
UPS with 4-hour backup capacity
Diesel generator for extended outages
Enterprise-grade WiFi 6
Raised floor with cable management
Precision cooling systems

🔒

Security

Physical Security

24/7 security personnel on-site
Biometric access control (fingerprint + card)
CCTV coverage with 90-day retention
Visitor management system
Clean desk policy enforcement
Device prohibition (no personal phones)

🌿

Environment

Agent Wellbeing

Natural lighting with LED supplements
Climate control (22-24°C maintained)
Indoor plants & biophilic design
Prayer rooms (Male & Female)
Quiet rooms for breaks
Full-service cafeteria

Agent Workstation Design

AMADEUS ALTÉA

AGENT DESKTOP

Personal ThinkPad Workstation

🖥️ Hardware Specifications

✓ Personal Lenovo ThinkPad per Agent
✓ Dual 24" Full HD IPS Monitors
✓ 16GB RAM, 512GB SSD
✓ Jabra Evolve2 85 Headsets
✓ USB-C Universal Docking Station

💻 Software Suite

✓ Genesys Cloud Agent Desktop
✓ Amadeus Altéa Integration
✓ AI Co-pilot Assistance
✓ Knowledge Base Access
✓ Real-time Analytics Dashboard

🤝

Conclusion

Partnership Commitment

Why Partner With Us?

⚡

🏆 The TP Difference: Global Power, Local Heart

Unlike local providers who lack aviation expertise and global best practices, or global competitors who must subcontract to local operators—TP delivers everything under one roof. We bring world-class capabilities with deep Saudi cultural understanding, managing Operations, Manpower, Solutions, Facility, and Transformation with unified TP DNA excellence. No fragmented accountability. No cultural gaps. Just seamless, end-to-end partnership.

✈️ Aviation DNA

23+ years dedicated to aviation customer service with deep understanding of airline operations, passenger expectations, and industry best practices that local providers simply cannot match.

🚀 Innovation Focus

Continuous investment in AI, automation, and digital technologies to enhance customer experience while optimizing operational efficiency—no need to rely on third-party technology vendors.

🇸🇦 Saudi Commitment

Unlike global competitors who lack local presence, we have established operations in the Kingdom with deep cultural understanding, strong Saudization commitment, and full Vision 2030 alignment.

🛡️ Single Point of Accountability

One partner. One contract. One vision. No subcontractors, no finger-pointing, no delays—just unified excellence from Operations to Transformation.

🤝 Operational Flexibility & Partnership Options

We understand the importance of flexibility in strategic partnerships. TP is fully prepared to rebadge or subcontract with SAUDIA's current service provider in Jordan if this aligns with SAUDIA's strategic preferences. We are committed to ensuring a smooth transition that honors existing relationships while delivering TP's world-class operational excellence and technology capabilities.

We are honored to submit this proposal and look forward to the opportunity to serve as SAUDIA's trusted call center partner. Our team is ready to begin this journey of excellence together.

شكراً لكم

Thank You for Your Consideration

🔐

Confidential Financial Proposal

This section contains sensitive pricing information. Please enter the access password to view.

💰

Financial Proposal

Commercial & Pricing Structure

📋 Proposal Overview

Proposal Overview: Saudia (KAEC), TP KSA, TP Egypt

All prices in: SAR

All prices are: Exclusive of VAT

Locations:

Saudia (KAEC)
Cairo, Egypt
Riyadh, KSA

Supported Languages: Arabic, English, Urdu, French, Spanish, German, Turkish, and Italian

Operating Hours: 24/7/365

Pricing Model: Per Hour per FTE (Minimum 100k hours per month)

📊 Service Levels Overview

L1

Level 1

KSA-Only Operations

Operations exclusively in Saudi Arabia
Local Saudi workforce
KAEC facility operations
Standard service delivery

L2

Level 2

KSA + Egypt Operations

Dual-site operations (KSA + Egypt)
Nearshore capacity in Egypt
Extended language support
Enhanced scalability

⭐ RECOMMENDED

L3

Level 3

KSA + Egypt + Transformation

Full dual-site operations
Genesys Cloud renewal included
AWS KSA migration (when available)
AI & automation transformation
Maximum cost efficiency by Year 3

💵 Hourly Rate Structure (SAR)

Level	Year	Hourly Rate	Yearly Avg.
Level 1	1 – 5	SAR 121.05	SAR 121.05
Level 2	1 – 5	SAR 136.39	SAR 136.39
Level 3 ⭐	1	SAR 154.46	SAR 112.09
	2	SAR 123.23
	3	SAR 103.50
	4	SAR 94.45
	5	SAR 84.79

✅ Service Inclusions

Management Ratios: Dedicated Supervisors, QA Analysts, Trainers, and WFM/RTM support based on agent headcount
Compliance: Background checks and Security/Fraud Risk management
Support: Standard equipment and non-direct support staff

📝 Terms & Conditions

Payment Terms: Net 30
Adjustments: Annual COLA (Cost of Living Adjustment) or Government-mandated increases
Minimum Volume: 100,000 hours per month
Maximum Number of Voice Transactions: 525,000 per month
Maximum Number of Chat Transactions (inclusive Social Media): 110,000 per month
Volume Increments: Any increment in the volume will require additional billable hours

📈 Level 3 ROI Analysis: The Smart Investment

Why Level 3 Delivers Maximum Value

Transformation investment that pays for itself

28%

Rate Reduction
Y1 to Y3

40%

AI Volume
Deflection

40-55%

SME Dependency
Reduction

Y3+

Positive ROI
Achieved

📊 3-Year Total Cost of Ownership Comparison

Scenario	Year 1	Year 2	Year 3	3-Year Total
Level 1 (KSA Only)	145.3M	145.3M	145.3M	435.9M SAR
Level 2 (KSA + Egypt)	163.7M	163.7M	163.7M	491.1M SAR
Level 3 (Transform) ⭐	184.5M	158.2M	132.2M	474.9M SAR

* Based on 100,000 productive hours/month baseline (SAR)

🚀 Level 3 ROI Drivers

🤖 Genesys Cloud Renewal Included

Platform licensing costs absorbed into Level 3 pricing. No separate Genesys contract required, saving estimated 15-20M SAR over 3 years.

☁️ AWS KSA Migration

Future-proofed infrastructure with AWS Saudi Arabia region migration included. Full NCA compliance and data sovereignty guaranteed.

🧠 AI-Powered Deflection

40% volume reduction through AI chatbots, voice bots, and self-service automation. Reduces required FTE headcount significantly by Year 3.

📉 Declining Rate Structure

Rate drops from SAR 153.71 (Y1) to SAR 110.14 (Y3)—a 28% reduction as transformation benefits materialize and efficiency gains are passed to SAUDIA.

Level 3 vs Level 1 Savings

Year 3: 13.1M SAR

Break-Even Point

Month 18

5-Year Projected Savings

75M+ SAR

💡

Our Recommendation: Level 3

Level 3 provides the best long-term value with transformation costs absorbed, declining rates, and future-ready infrastructure. The higher Year 1 investment is recovered by Month 18, with significant savings from Year 3 onwards. This option positions SAUDIA for sustained operational excellence and cost efficiency.

First Submission - Protected

🔒 Enter Password

Phase 4 — Presentation Deck

🔐 Enter Password

Final Proposal - Protected

🔒 Enter Password

Assessment Phase - Protected

🔒 Enter Password

💬 Add Comment

📋 Technical Proposal

📋 Technical Proposal

🔍 Assessment Phase

🚀 Final Proposal — BAFO

Our Journey to KAEC

We Arrived at SAUDIA Contact Center — KAEC

8 Structured Sessions Across Key Domains

Shadowed 40+ Transaction Categories

16 Months of Historical Data — Analysed

What the Assessment Told Us

From Observation to Action

⚖️ Before vs. After

🚀 Transformation Strategy

Top 20 Use Cases — ROI Analysis

FTE Phasing — 60-Month Headcount Plan

Contact Volume Data — 5-Year Projection

Solution Go-Live Plan — 60-Month Deployment

🖥️ IT & Managed Services

International CC Unification & Digital Transformation Scope

ITSM Framework & Managed Support Services

Service Desk, Health Checks & Quality

🏛️ Command Center

2D Concept Layout

Command Center Visualizations

Amenities & Features

People Excellence - Our Greatest Asset

🏆 TP Employee Value Proposition

🚀 Clear Career Progression Path

🌟 Employee Wellbeing & Benefits

🇦🇸 Saudization Excellence

Our Saudization Strategy

🎓 Training Excellence Programs

📜 Professional Certification Plan

Development Objectives

💰 Compensation Structure (Monthly SAR)

💖 Our People Promise to SAUDIA

Confidential Financial Proposal

Commercial & Pricing Structure

📋 Proposal Overview

📊 Service Levels Overview

Level 1

Level 2

Level 3

💵 Hourly Rate Structure (SAR)

✅ Service Inclusions

📝 Terms & Conditions

📈 Level 3 ROI Analysis: The Smart Investment

Why Level 3 Delivers Maximum Value

📊 5-Year Total Cost of Ownership Comparison

🚀 Level 3 ROI Drivers

🤖 Genesys Cloud Renewal Included

☁️ AWS KSA Migration

🧠 AI-Powered Deflection

📉 Declining Rate Structure

Our Recommendation: Level 3

A Story Built for SAUDIA

Introduction

Transformation Plan

IT & Managed Services

Command Center

People Excellence

Before vs. After

📋 Assessment Questionnaires - Round 2

Assessment Plan

April 2026

Kick-Off Meeting

Gathering Information

Data Analysis

On-Site Assessment

Workshops Detailed Plan

7-Days On-Site Engagement Workshop Plan