Top 10 call centers in Egypt
The call center industry in Egypt is an essential part of the country's economy. It's rapidly growing due to various factors, such as a large, multilingual talent pool, a strategic geographical location, and government support in terms of infrastructure and regulation. Here are some of the features that define the call center industry in Egypt:
Multilingual Workforce: Egypt has a sizeable population of English, French, German, and Arabic speakers, making it suitable for companies needing call center operations in these languages.
Cost-Effective Labor: Compared to Western countries, the cost of labor in Egypt is relatively lower, making it an attractive option for outsourcing call center services.
Strategic Location: Egypt's geographical location allows it to cater to various time zones, making it a viable option for 24/7 customer support services.
Government Support: The Egyptian government has been supportive of the IT industry, providing the necessary infrastructure and formulating policies conducive to its growth. For example, the Smart Village in Cairo is a technology park where many international IT companies have their offices.
Increasing Technological Adoption: The adoption of digital technologies and automation tools such as AI, chatbots, and CRM systems in the call center industry has been growing.
Quality of Service: Egyptian call centers have been recognized for their quality of service and their ability to handle a high volume of calls effectively.
Many contact centers also offer Business Process Outsourcing. BPO is increasingly popular among companies due to several benefits. Primarily, BPO offers significant cost savings by leveraging economies of scale and regions with lower labor costs. Secondly, it enables companies to focus on core competencies by outsourcing non-core functions. This leads to improved efficiency and productivity. Additionally, BPO provides access to specialized expertise and advanced technology, which may not be feasible to develop in-house. It also offers scalability, allowing operations to adjust based on demand, and ensures 24/7 availability, especially crucial in customer support functions.
Multilingual Workforce: Egypt has a sizeable population of English, French, German, and Arabic speakers, making it suitable for companies needing call center operations in these languages.
Cost-Effective Labor: Compared to Western countries, the cost of labor in Egypt is relatively lower, making it an attractive option for outsourcing call center services.
Strategic Location: Egypt's geographical location allows it to cater to various time zones, making it a viable option for 24/7 customer support services.
Government Support: The Egyptian government has been supportive of the IT industry, providing the necessary infrastructure and formulating policies conducive to its growth. For example, the Smart Village in Cairo is a technology park where many international IT companies have their offices.
Increasing Technological Adoption: The adoption of digital technologies and automation tools such as AI, chatbots, and CRM systems in the call center industry has been growing.
Quality of Service: Egyptian call centers have been recognized for their quality of service and their ability to handle a high volume of calls effectively.
Many contact centers also offer Business Process Outsourcing. BPO is increasingly popular among companies due to several benefits. Primarily, BPO offers significant cost savings by leveraging economies of scale and regions with lower labor costs. Secondly, it enables companies to focus on core competencies by outsourcing non-core functions. This leads to improved efficiency and productivity. Additionally, BPO provides access to specialized expertise and advanced technology, which may not be feasible to develop in-house. It also offers scalability, allowing operations to adjust based on demand, and ensures 24/7 availability, especially crucial in customer support functions.
| Company | Founded | Description |
|---|---|---|
| 2001 | Xceed is one of Egypt’s leading business process outsourcing (BPO) service provider. | |
| 2001 | RAYA CX is an award-winning business process outsourcing (BPO), and CX solutions provider of over 20 years. | |
| 2017 | Proper Business solutions is offering a comprehensive suite of customer care call center services to organizations from around the world. | |
| 2003 | Etisal International is one of the leading Business Process Outsourcing (BPO) companies in the Middle and Far East | |
| 2008 | BDO Esnad is the outsourcing arm of BDO Egypt. It was established to provide organizations with business process outsourcing (BPO) services. | |
| 1984 | IBS was founded in 1984 and is one of Egypt’s top leading Outsourcing firms in the country | |
| 1999 | Wasla Contact Center is a leading Egyptian contact center company, established in the year 2003. | |
| 2007 | NAOS Marketing is a company specialized in multichannel customer service. | |
| 2016 | AtheelCC established in 2016, in the fields of providing various outsourcing services, contact centers, and customer service operations. | |
| 2015 | Icall outsourcing aiming to provide contact center and business process outsourcing (Bpo)to our clients located in egypt, GCC and offshore markets. |
Egypt's Business Process Outsourcing (BPO) sector, while full of potential, is grappling with numerous challenges.
The global BPO market is fiercely competitive. Countries like India and the Philippines, known for their extensive English-speaking populations and well-established BPO sectors, often pose strong competition. For Egypt to stand out, it must present a compelling mix of cost-effectiveness, quality of service, and service diversity.
Infrastructure is another crucial factor. Despite the government's significant strides in improving the country's infrastructure, there are still areas that need enhancement, particularly in internet connectivity, power stability, and efficient transportation systems.
Talent development and retention present further challenges. While Egypt boasts a sizable educated population, there is a gap in the specific skills required in the BPO sector. Furthermore, the industry faces a struggle to retain talent in the face of attractive opportunities abroad.
Regulatory compliance, especially concerning international data security and privacy standards, is an essential aspect that must not be overlooked. Upholding these standards can be challenging but is vital for gaining the trust of international clients.
The swift pace of technological advancements also dictates that Egypt's BPO industry should constantly invest in cutting-edge technologies and ensure that the workforce is adept at utilizing these tools.
Lastly, the overarching challenge is Egypt's political and economic instability. Companies prefer to outsource their business processes to stable regions, and past periods of unrest in Egypt have deterred international businesses. This instability could potentially slow the growth of Egypt's BPO sector. Addressing these challenges is key for the sector to thrive in the global arena.
This compilation of the companies has been made to the best of our knowledge and belief. We have made every effort to obtain the information from reliable and up-to-date sources and to reproduce it as accurately as possible. Nevertheless, we cannot guarantee the accuracy and completeness of the information. We are grateful for additions and corrections, which you are welcome to send to sales@egypt-business.com. The selection of companies is based on the number of employees, the revenue, and the number of online visitors.
The global BPO market is fiercely competitive. Countries like India and the Philippines, known for their extensive English-speaking populations and well-established BPO sectors, often pose strong competition. For Egypt to stand out, it must present a compelling mix of cost-effectiveness, quality of service, and service diversity.
Infrastructure is another crucial factor. Despite the government's significant strides in improving the country's infrastructure, there are still areas that need enhancement, particularly in internet connectivity, power stability, and efficient transportation systems.
Talent development and retention present further challenges. While Egypt boasts a sizable educated population, there is a gap in the specific skills required in the BPO sector. Furthermore, the industry faces a struggle to retain talent in the face of attractive opportunities abroad.
Regulatory compliance, especially concerning international data security and privacy standards, is an essential aspect that must not be overlooked. Upholding these standards can be challenging but is vital for gaining the trust of international clients.
The swift pace of technological advancements also dictates that Egypt's BPO industry should constantly invest in cutting-edge technologies and ensure that the workforce is adept at utilizing these tools.
Lastly, the overarching challenge is Egypt's political and economic instability. Companies prefer to outsource their business processes to stable regions, and past periods of unrest in Egypt have deterred international businesses. This instability could potentially slow the growth of Egypt's BPO sector. Addressing these challenges is key for the sector to thrive in the global arena.
This compilation of the companies has been made to the best of our knowledge and belief. We have made every effort to obtain the information from reliable and up-to-date sources and to reproduce it as accurately as possible. Nevertheless, we cannot guarantee the accuracy and completeness of the information. We are grateful for additions and corrections, which you are welcome to send to sales@egypt-business.com. The selection of companies is based on the number of employees, the revenue, and the number of online visitors.