Datamonitor Report considered Egypt as one of the fastest growing new call centre locations and expect demand for Egyptian outsourced offshore call centres to grow by 50% compound annual growth rate by 2009 due to the country’s competitive advantages such as; high skilled workforce, competitive cost of labor, multilingual skills, neutral accents, government support, friendly investment environment, in addition to the country’s geographic advantages as well as low cost and advanced telecommunications infrastructure. “Evidence in favor of Egypt as an offshore contact centre location is compelling… Investors from Western Europe and North America are likely to be impressed with Egypt’s opportunities on several fronts…” Datamonitor Report - Feb 05 Emerging Opportunities – Offshore Outsourcing in Egypt.
Perhaps the most attractive feature of Egypt is its competitive advantage when it comes to providing services in different languages. The contact centres here in Egypt provide eight to nine languages including Arabic, English, French, German, Greek, Hebrew, Italian, and Spanish. This gives it a decisive lead when competing for the multilingual markets such as Europe, says Khaled Shash – Managing Director, Raya Contact Center. “India offers English services, countries in North Africa like Morocco and Tunisia offer services in French, but we can offer services in eight or nine languages, which gives companies offering [customer support] in different countries or languages the ability to outsource their offshore services to one destination that can offer them the full package, rather than dividing the service or contract between several off-shore locations.”
There is a number of call centres currently operating in Egypt and serving the globe, Raya Contact Center is at the forefront of this strong and emerging market. Raya is ISO certified and operates from a new building with a state-of-the-
Raya's client base includes a number of offshore Fortune Global 500 companies such as the IT Giant - Intel, marketing and re-mortgage firms like Cartel Group Holdings in the UK. In the US its clients include major consulting groups; mortgage companies & International long distance service providers as well as Microsoft, McDonalds, Coca Cola, Carrier, Daimler-Chrysler, Citibank, P&G and others.
Raya is currently in process of getting the Customer Operations Performance Centre (COPC-2000®) certification, one of the highest levels of certification in the call centre industry worldwide that aims to boost performance and quality of service and is part of the government initiative in supporting as well as funding the Contact Centres Certification program in Egypt. Khaled Shash, Director of Raya said that we see the call centre business mainly driven by a company's ability to comply with the quality standards required by large companies. 'By meeting these exacting standards, Raya has proved its competences in call handling, technological capabilities, flexibility of operations and, most importantly, commitment to quality. This recognition marks another important milestone in Raya's success story in serving global companies in Europe, US & the Middle East,' he added.
For more information about Raya Contact Center please visit our website: http://www.rayacontactcenter.com