Tamkeen > Customer Promise
 

Customer Promise

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
  • Customer Accessibility Improvements

    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

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.

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

A graph showcasing customer satisfaction per channel, including Service Centers, Call Center and virtual Services

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

Customer satisfaction for service providers and government services:

A graph showcasing the satisfaction rate for physical and virtual service centers in 2025

A graph showcasing satisfaction with customer service employees' performance during 2025

Report

Satisfaction rate with customer service employees and government services
View Report
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