Contact centers in Egypt are rapidly becoming the nerve centers for global Customer Engagement, combining cost-effectiveness with various strategic benefits. This growth journey began in the early 2000s, and since then, Egypt’s contact center industry has experienced exponential growth. At NAOS CX, we’re at the forefront of this evolution, demonstrating why Egypt is not just a viable but a superior choice for multilingual contact center outsourcing.
Updated statistics vividly showcase Egypt’s flourishing and continually expanding ecosystem of contact centers, which serve a diverse clientele worldwide.
Companies can save up to 40% on costs by using an Egyptian customer service staff compared to hiring local employees.
In this article, we will explore ten reasons why Egypt is an excellent destination for outsourced contact center services. From its geostrategic location to its skilled and multilingual workforce, its competitive costs, and its advanced technological infrastructure, Egypt offers a unique blend of advantages that are revolutionizing the outsourcing landscape.
A Rising Outsourcing Destination: Egypt is the best-in-class country for multilingual contact center outsourcing
Egypt’s strategic location at the crossroads of Europe, Africa, and Asia makes it a crucial hub for trade, commerce, and cultural exchange. It has become a hotspot for contact centers, IT, and BPO services worldwide, thanks to the government’s strong commitment to workforce development and technological innovation.
Clients who assign their customer care needs to Egypt can benefit from an efficient remote workforce and the most recent technology. One of the top benefits of outsourcing in Egypt is the availability of a multilingual workforce, fluent in English, French, and German, which is in high demand.
With an enabling business environment, government support, availability of a rich pool of skilled talent, and digital resonance, Egypt has positioned itself as a prime outsourcing destination, ranking 23rd out of 78 outsourcing markets globally, according to Kearney’s Global Services Location Index 2023.
To evaluate and compare potential locations for outsourcing through the 12th edition of the Global Services Location Index (GSLI) published in 2023, which studies the vital factors that make countries attractive as potential locations for outsourcing services. GSLI bases its ranking on 52 metrics across four major categories:
- financial attractiveness,
- people skills and availability,
- business environment,
- digital resonance.
The outsourcing industry in Egypt is expected to experience significant expansion in the coming years in job creation (increasing by over 300% between 2022 and 2026 in the BPO sector alone) and contributions to the country’s Gross Domestic Product (GDP). The Information Technology Industry Development Agency (ITIDA) projects the BPO industry will contribute between 1.2 and 1.4% of the country’s total GDP by 2026.
10 Benefits Of Outsourcing Contact Centers in Egypt
Nestled at the nexus of commerce and travel between continents, Egypt presents a compelling proposition for businesses looking to expand their global footprint. This North African nation is not just a bridge linking Africa to Asia and Europe but also serves as a central artery in the world’s business bloodstream.
Its strategic proximity to key markets in the United States and Europe provides a unique advantage, shrinking the distance between time zones and enabling more agile business interactions—even with differences ranging up to seven hours.
The geographical significance of Egypt is underscored by its time zone, which is conveniently positioned to serve as a real-time communication nexus for clients and customers in numerous major markets.
Businesses leveraging contact centers in Egypt can expect to conduct operations that mesh with European, Middle Eastern, and African business hours, facilitating a smooth transition and coordination across various time-sensitive customer service and support activities.
Opting for Egypt as a base for contact center operations thus extends beyond mere geography—it is a strategic business decision that positions global enterprises at the heart of a cross-continental web of commerce, offering unparalleled access and integration into a dynamic global economy.
Skilled and Multilingual Workforce
The backbone of any thriving contact center is its workforce, and in Egypt, this core is solid. The nation prides itself on a workforce that not only meets the global standards for quality and precision but frequently surpasses them, elevating customer service to an art form. This assertion is reflected in Egypt’s Human Development Index (HDI) score of 0.731 in 2021, positioning it within the high human development category and ranking 97th globally.
Egypt has a large and youthful population—60% under 30 and 40% aged between 10 and 29—infusing the workforce with dynamism, tech-savviness, and a forward-thinking approach. These young professionals are the product of a robust educational ecosystem that boasts over 50 universities and 100 training institutes, nurturing over half a million graduates annually.
Many of these graduates are multilingual, with a strong command of English, among other languages, making them a perfect fit for the global contact center industry.
This multilingual talent pool ensures that businesses outsourcing to Egypt have access to a highly skilled workforce capable of catering to diverse global markets due to the extensive training agents receive before onboarding as full-time call center agents.
The talent emerging from Egypt’s universities is not only linguistically proficient but also receives comprehensive training tailored to the nuanced demands of customer service roles. Egypt’s commitment to workforce excellence in the contact center domain is further evidenced by the University Centers for Career Development, established in 2017 and now present in 22 universities and learning centers, touching the lives of over a million students.
These centers are bastions of employability skills training, meticulously designed to arm students with the soft skills coveted in the contact center industry (communication, teamwork, problem-solving, and leadership), preparing them to hit the ground running from day one.
In harnessing this potent combination of youthful energy, linguistic skill, and specialized training, Egypt’s contact center workforce stands ready not just to meet the expectations of global businesses but to redefine the benchmarks of customer service excellence.
Egypt’s position as a top-tier outsourcing hub is significantly fortified by its competitive cost structure. This economic leverage stems from a harmonious confluence of a lower cost of living and an efficient operational framework, enabling call center agents’ salaries to remain reasonable and attractive when juxtaposed with global standards.
The 2023 Global Services Location Index (GSLI) bears testament to this, ranking Egypt at a peak financial attractiveness score of 2.87—a figure it shares with Indonesia—highlighting its prowess in offering cost-efficient solutions without sacrificing quality. This cost advantage is not limited to labor alone; it encompasses the full spectrum of operational expenses.
Office spaces, utility services, and the technological setup—all necessary gears in the contact center machinery—are available in Egypt at rates that substantially undercut those in more developed Western markets.
This fiscal prudence does not merely translate into savings but evolves into a strategic advantage. Businesses that partner with contact centers in Egypt can redirect their financial resources, funneling them toward innovation, customer experience enhancements, and scaling efforts.
The ripple effect of such strategic reinvestment is a more robust, more resilient customer service operation that defies the traditional cost-quality trade-off.
Advanced Technological Infrastructure
In its last ranking (2022), the Network Readiness Index (NRI) ranked Egypt 65th for the Technology pillar, which lifts the country to the Top 5 of the Lower-middle Income Countries category.
Digital infrastructures in Egypt have developed to compete with top offshoring destinations. Egypt’s Ministry of Communications commits significant time and funds to improve internet and communications infrastructure. This support has paved the way for the industry’s rapid development, with substantial investments in state-of-the-art technology critical for contact center operations.
From high-speed internet connectivity to robust data security measures, Egypt’s technological infrastructure is on par with global standards.
According to ITIDA, Egypt has invested $2 billion to upgrade its internet infrastructure per the 2030 Vision for Digital Transformation. This investment supported the increased demand for Information and Communication Technology services during the pandemic, including remote work, digital payments, and e-commerce platforms.
Quality Assurance Standards
Egypt has made significant strides in aligning its contact center industry with international QA standards. Many contact centers in Egypt have achieved ISO certifications, such as ISO 9001 (Quality Management Systems) and ISO 27001 (Information Security Management Systems). These certifications demonstrate a commitment to high QA standards in both service quality and data security and also contribute to client satisfaction.
Many Egyptian contact centers adopt a culture of continuous improvement, which includes regular training, monitoring, and feedback mechanisms. This dedication to improvement aligns with QA goals and ensures high service quality.
Egypt has generally maintained a stable political environment in recent years, which is essential for businesses seeking a reliable and consistent location for their contact centers.
The Egyptian government has introduced a range of policy initiatives, including flexible labor laws. It has implemented various incentives and tax breaks to attract foreign businesses and encourage investment in the country’s outsourcing sector, making Egypt an even more appealing destination for outsourcing partners.
The Global Cybersecurity Index (GCI) is an initiative of the International Telecommunication Union (ITU) to measure the commitment of ITU member states to cybersecurity. In the last GCI ranking, Egypt was in 23rd global position (and 4th in the MENA region), indicating a strong national commitment to cybersecurity.
It reflects the government’s proactive approach to establishing a secure digital environment, enhancing cyber laws, promoting industry best practices, fostering international collaboration, and investing in human capital development within the ICT sector.
Cultural Affinity with Western Markets
The agents in Egypt’s contact center often have a strong cultural alignment with Western countries, especially regarding language proficiency and understanding of customer expectations.
Egypt’s cultural familiarity with Western markets is a significant asset for contact centers. Agents in Egypt can easily relate to and understand the nuances of Western customers, leading to more effective interactions. This cultural affinity is particularly valuable when providing customer support to clients from North America and Europe.
Business Continuity and Scalability
Egypt offers a stable working environment with a low risk of natural disasters or geopolitical disruptions, ensuring business continuity. Moreover, the country’s robust infrastructure and large talent pool provide scalability options for businesses looking to expand their operations.
Egypt’s labor market is relatively flexible, making it easier for companies to adjust their workforce size. Temporary and seasonal staffing options are also available, providing scalability flexibility.
Strong Telecom Infrastructure
Telecommunications are on par with other developed countries and utilize an underwater cable system to provide reliable internet services. The telecommunications infrastructure in Egypt is reliable and robust, making it an attractive choice for businesses that require seamless communication and the ability to handle high call volumes in their contact center operations.
As of January 2022, the country ranks 86th in Ookla’s global speed index, boasting some of the fastest internet connections in Africa.
Accessibility and Ease of Doing Business
Egypt offers an environment conducive to business setup and operations. The country has streamlined processes for establishing and managing businesses, reducing administrative hurdles. This ease of doing business makes Egypt an attractive choice for organizations seeking outsourced contact center services.
Also, there is a significant factor, which is the comfortable time zone – that enables providing 24/7 customer support to the US, Canada, and Australia.
The country can capitalize on several years of presence of companies operating in various industries. The Egyptian workforce has strong expertise in inbound and outbound campaigns, including technical support, telesales, help desk, telemarketing, healthcare, and customer care.
For readers in French, we are sharing the Guide des Affaires en Egypte – 2023. This guide, created by the Business France team in Egypt, provides essential information on accessing the Egyptian market successfully.
Why NAOS CX is the Right Partner for Outsourcing Contact Centers in Egypt
When considering outsourcing in Egypt, partnering with the right service provider is paramount. NAOS CX is a trusted and exceptional partner for outsourced contact center services in Egypt. We know that the contact center is not just a support function. It’s a pivotal point of customer experience and satisfaction.
NAOS CX leverages Egypt’s skilled workforce and cultural affinity with Western markets to deliver top-notch customer support, telemarketing, technical support, and back-office services. NAOS CX is dedicated to bringing businesses the very best in service quality and reliability, delivering unparalleled customer service that speaks your brand’s language.
As the outsourcing landscape evolves, Egypt rapidly becomes a global hotspot for outsourced contact center services. Combining these ten factors allows businesses to establish and expand their contact center presence in Egypt with confidence, knowing they have the resources and infrastructure needed to ensure uninterrupted service delivery and accommodate changing business needs.
These factors collectively position Egypt as a competitive and reliable destination for meeting customer service needs while maintaining operational resilience and scalability.