Bahrain Financing Company (BFC), the Kingdom’s oldest, largest and most reputed money transfer and foreign exchange group, is pleased to announce the appointment of Third Wave International (TWI), a business consultancy specialising in core business areas including Research and Training and Development.
Third Wave International has been appointed by BFC to undertake a mystery shopping programme across its branches over a 12 month period. The aim of the programme is to identify potential areas for further improvement and to further enhance customer service. The mystery shopper exercise will not only identify training opportunities for individual staff members but it will also highlight other areas such as the overall customer experience, the quality of information available and branch experience.
Once areas for further development have been identified, employees will then embark on a tailored training programme that will help them to progress their skills further, benefitting them in the short and long term and in some cases leading to promotion. Through educating and developing the skills sets of the Company’s work force, BFC will be able to provide a matchless customer experience.
Speaking on the appointment of TWI, BFC General Manager, Mr. Errol Fonseca said, TWI has been selected as our consultancy of choice due to the company’s extensive experience with mystery shopper programmes and proven track record of delivering results, for both small and large, local and international clients. The mystery shopper exercise will help us to identify the areas of our business that we can improve on as well as those employees that have the potential to move up the ranks and help our business to grow. BFC’s aim is to offer its customers an unparalleled service with great product offerings and overall customer experience.”
Mr. Dilip De S Wijeyeratne, Managing Director of Third Wave International commented, “By leveraging its vast experience in this sphere, Third Wave International will no doubt be able to contribute substantially to BFC’s initiatives to further enhance its customer service standards.”
Committed to supporting Bahrain’s 2030 vision, BFC is dedicated to setting new industry standards for training and development and as a result has built an in-house Training Centre which includes a fully operating ‘mock’ BFC branch in which new employees can train on the job whilst being supervised by a Trainee Manager, before starting officially in the branches. The Company has also created traineeship frameworks that set out baseline knowledge and skills required for a variety of job areas within the organisation.
Masooma Al Turkamani, Head of Human Resources, BFC, further emphasised the importance of training, “Training is crucial for organisational development and success. It not only benefits the overall business but more importantly it benefits individual employees through building high morale, developing positive attitudes and job satisfaction. The introduction of an in-house Training Centre will enable us to train a larger number of new and existing staff on site, bringing in skilled trainers from all over the world to help teach and develop staff skill sets.”
As the first foreign exchange company established in Bahrain in 1917, BFC specialises in moving money smartly and efficiently with the best rates in the market. With 35 branches already open across the country and more to open throughout 2013, as well as having an extensive global reach covering over 100 countries, BFC offers customers a vast array of innovative retail products and unbeatable exchange rates.