Tamkeen is committed to providing high-quality services through a highly qualified and efficient team to satisfy its customers.
Our Promise
- Respect & appreciate all customers
- Ensure a safe and appropriate working environment
- Ensure customers’ needs are met with a high degree of professionalism and transparency
- Ensure customers’ transactions are completed as quickly and easily as possible
- Provide customers with accurate and comprehensive information about our programs and services
- Manage customers’ personal information and documents with confidentiality
- Ensure accessibility and the utilization of our services through a variety of service channels
- Seek integration with relevant government agencies to expedite transactions
- Prioritize the elderly and people with special needs to ensure that they obtain the service
- Maintain a welcoming and friendly approach when handling customer feedback and suggestions
What We Expect From You
- Appreciate the efforts of our team and deal with them with mutual respect
- Respect and understand the internal policies and procedures of the programs and services
- Provide all the required documents within the specified period to complete your service in a timely manner
- Ensure transparency and truthfulness when submitting information and documents
- Provide us with your genuine feedback and suggestions for continuous improvement
You Asked, We Listened!
In line with our commitment to provide excellent services to our customers, we implemented the following changes to address recent feedback we received from customers.
To Ensure Service Excellence:
- We redesigned our portal to streamline the submission of applications
- We will ensure completion of requests within a specified time and according to specific KPIs
To Provide Efficient Customer Excellence:
- We updated our booking management system to organize customer wait times
To Improve Customer Accessibility to The Service Centers:
- We arranged for parking access for customers at our BCCI branch
To ensure the effectiveness of our administrative processes:
- We launched Tamkeen’s strategy based on market requirements, and following a cooperative consultation process with stakeholders
- We provided internal training courses to ensure the accuracy of the information being communicated
Get In Touch With Us!
- We will continue to improve our services and address your valuable feedback
Service Time Frame
We promise to provide our customers with the best experience that are fast, convenient, consistent and of high-quality standards. We believe that transparency with our customers and partners is important to achieve this goal. To find out more about our service timeframes.
Service Center Requests:
| No. | Key Performance Indicator (KPI) | Description | Target |
| 1 | General Advisory | Any general inquiry about Tamkeen and its programs/services | 20 Minutes |
| 2 | Receiving and Submitting Security Cheques | Handling of security cheques that are mandatory as part of the application process for some programs | 15 Minutes |
| 3 | Raising Complaints and Suggestions | Customers may raise their concerns or suggest ideas for improvement to Tamkeen through this channel | 20 Minutes |
| 4 | Portal Assistance | Customers need help with using Tamkeen’s website and portal | 30 Minutes |
The average waiting time in our service centers is around 10 minutes
Customer Requests:
| No. | Request | Description | Target |
| 1 | Account Creation | Create a new online account on Tamkeen’s portal to access application forms and other features | Up to 1 working day |
| 2 | IBAN Verification | Verify that IBAN details are correct | Up to 1 working day |
| 3 | CR Verification | Verify that the CR details are correct | Up to 1 working day |
| 4 | Complaint Management (General or online technical issue) | Raise and follow up on general complaint about service, process or policy. While technical issues are regarding a technical error faced by the customer that prevented him/her from proceeding with a specific step in website/portal | Up to 3 working days |
| 5 | Complaint Management via TAWASUL | Raise complaints and suggestions using Tawasul platform instead of other channels | Up to 2 working days |
| 6 | Adjustments (Item, Payment, Quantity) | Customer requests to adjust price, quantity, or other special conditions | Up to 3 working days |
Service Channels Quality Assurance Measurements
Service Centers (SEEF & BCCI):
| No. | Key Performance Indicator (KPI) | Description | Target |
| 1 | Waiting Time – Physical Service Center | The time it takes the customer to be served from ticket issuance time | 10 minutes |
| 2 | Service Time – Physical Service Center | The time it takes to complete the services at one of our physical service centers | 30 minutes |
Virtual Branch:
| No. | Key Performance Indicator (KPI) | Description | Target |
| 1 | Waiting Time – Virtual Branch | The time it takes the customer to be contacted from the appointment time | 2 minutes |
| 2 | Service Time – Virtual Branch | The time it takes to complete the service during the virtual meeting with the customer service advisor | 15 minutes |
Call Center (+973 17383333):
| No. | Key Performance Indicator (KPI) | Description | Target |
| 1 | Waiting Time | The average time it takes for the call to be answered | 20 seconds |
| 2 | Service Time | The average time it takes to complete the service over the phone | 3 minutes |
Email (support@tamkeen.bh):
| No. | Key Performance Indicator (KPI) | Description | Target |
| 1 | Response time | The average time it takes for the email to be responded to by a customer service advisor | Up to 2 working days |
Social Media (@tamkeenbahrain):
| No. | Key Performance Indicator (KPI) | Description | Target |
| 1 | Response time | The average time it takes to respond to the messages posted on social media | 12 hours |
Live Chat:
| No. | Key Performance Indicator (KPI) | Description | Target |
| 1 | Response time | The average time it takes to respond to the Chat after being transferred to a Customer Service Advisor | 2 minutes |
