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
🎯 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:
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
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
👥 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
▶ 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
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)
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
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
→
→
Quarterly
C-Level steering committee reviews transformation progress, strategic alignment, and major initiatives.
Monthly
KPI deep-dive, improvement initiatives tracking, resource optimization, and risk mitigation.
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.
💬 Add Comment