- Before choosing a call center provider or system, define team size, channels (calls, WhatsApp…) and whether your own team or an outsourced team will answer.
- Key criteria: licensing and in-Kingdom hosting, queues and reports, WhatsApp in the same system, AI, integrations, support and transparent pricing.
- Always ask for a real trial and an itemised quote showing what is included and what is usage-based.
"How do I choose a call center?" is one of the most common questions we hear from Saudi companies. The market is crowded, and a wrong choice means lost calls, binding contracts and a costly migration a year later. This guide gives you a structured way to decide.
System or outsourcing?
- Call center software: you subscribe to a cloud system and your own staff answer. You control quality, data and training — this is what Etisalna offers through Klamna call center software.
- Outsourcing: an external team answers on your behalf — useful for temporary campaigns, usually more expensive and with less control.
Define your needs first
- Number of agents now and in a year, and seasonal peaks.
- Channels: calls only, or WhatsApp, Instagram and web chat too.
- Inbound, outbound or both.
- Numbers: existing 9200/800 or a new one.
- Systems to integrate: CRM, online store, internal tools.
- Monthly budget.
12 criteria
- Licensing: CST-licensed provider, numbers via licensed carriers. Etisalna is CST-licensed with STC, Mobily and GO Telecom connectivity.
- Data hosting: Klamna runs on Alibaba Cloud Riyadh — see trust.
- Queues: ring-all, round-robin, least-recent, priorities, position announcements, call-back, overflow.
- Supervisor tools: wallboard, listen/whisper/barge, quality forms, attendance and breaks.
- Reports: missed calls and call-back status, rush hours, peak concurrency, one row per call.
- Recording: automatic, searchable, downloadable.
- WhatsApp and channels: the official WhatsApp API and an omnichannel inbox in the same system.
- Outbound: a predictive dialer with AMD and caller-ID rotation.
- AI: call analysis and an AI voice agent in Saudi dialect.
- Integrations: built-in CRM, HubSpot, Salesforce, Zoho, Odoo, vTiger and a developer API.
- Devices: browser, Android app (iPhone coming soon), Windows/Mac app, SIP desk phones.
- Support and pricing: Arabic support, clear split between subscription and usage, no surprise set-up fees.
Questions to ask before signing
- Can my team trial it for real before paying?
- Can I port my number, and do I keep it if I leave?
- Is billing per second or per minute?
- Can I export recordings and data if I cancel?
- Who builds the IVR and queues, and is training included?
Cost example
Klamna contact centre: SAR 90 per user per month, calls billed per second, two months free on yearly billing. Example: 8 agents = SAR 720/month; WhatsApp and inbox adds SAR 149 (one user and number) plus SAR 59 per extra user. The ready "customer service centre" bundle is SAR 699/month for five users. Prices in SAR, excluding VAT; minutes, number fees and Meta fees are usage-based. See pricing.
Quick scoring table
| Criterion | Suggested weight | What to ask |
|---|---|---|
| Licensing & hosting | High | Licensed? Where are the servers? |
| Queues & routing | High | Which strategies? Call-back? |
| Reports & monitoring | High | Wallboard? Missed-calls report? |
| WhatsApp & channels | Medium–high | Official API in the same system? |
| Support & pricing | High | Arabic support? What is outside the subscription? |
Signs your current system no longer fits
- Every small IVR change needs a ticket and days of waiting.
- Reports can't tell you which missed callers were never called back.
- WhatsApp and calls live in separate systems.
- Voice quality is inconsistent and support is slow.
Switching is easier than it used to be — see replacing an IP PBX with a cloud PBX.
Common mistakes
- Comparing only the monthly fee.
- Signing long contracts before a trial.
- Picking a calls-only system and buying a second one for WhatsApp.
- Not asking where data lives or who owns the number.
FAQ
In-house system or outsourcing?
If customer service is core to your business, a cloud system with your own team gives more control and usually lower long-term cost.
How many agents do I need to start?
Two or three is fine; add users as volume grows.
Do I need a 9200 number?
Not required, but it looks professional — see how to get a 9200 number.
Can I try before subscribing?
Yes, there is a free trial on sign-up and you can book a demo.
Not sure how to choose? Book a demo and we will assess your needs against these criteria.