Our Value Proposition Deliver superior Customer Experience

Any company that has customers can outsource its contact center.

When we say ANY company, we mean ANY company, from small and mid-sized businesses to large corporations. B2C companies are interested in professionals handling customer relationships (retailers, banking, insurance or financial services, healthcare, etc.). But B2B companies too can benefit from outsourcing their Telemarketing Services, their Appointment Scheduling Services or their virtual receptionist.

Outsourcing is an efficient way for any company to grow its business and increase profits. It increases customer satisfaction with a professional handling the calls. It also reduces operational costs by having a virtual receptionist answer the phone during non-business hours, for example.

Egypt is one of the best outsourcing destinations for call center operations because of its robust infrastructure and a highly-educated population.

Egypt is at a crossroads between Africa and the Middle East. Furthermore, it shares a comfortable time zone with Europe. Egypt is also able to provide 24/7 customer support to the US.

Egypt has all the ingredients needed to support a successful outsourced call center operation:

• A large multilingual talent pool.
• Competitive labor costs.
• Several languages are commonly spoken, including English, French, and Arabic.
• Companies can recruit people with deep expertise in inbound and outbound services.

A privileged Business Climate: A.T. Kearney’s 2021 Global Services Location Index says, “Egypt ranked as a financially attractive location with competitive compensation and infrastructure costs, strong entrepreneurial cultures, and public sectors willing to make strategic investments. For example, the Egyptian government is ramping up its “Digital Egypt” initiative, which has yielded such gains as an Ericsson digital hub in Cairo to produce cognitive software for global markets.”

Preparations for outsourcing typically involve defining your needs, choosing a provider based on their profile and quotation, and conducting due diligence before signing a contract.

This process can go fairly quickly if you have already clearly expressed your company’s needs. Make sure to include the following points:

• A short description of your activity.
• The listing of required channels of interactions (calls, chat, social media, etc.)
• The languages required (oral and written required levels).
• The required Service Level Agreements (SLAs) and KPIs to pursue. As the Outsourcing Party, you are the one who best knows the most critical KPIs to the campaign.

Yes, we are a reliable partner to outsource your contact center activities.

NAOS CX has been operating since 2007 and is now one of the most important players in the contact center industry in Egypt. We have built our reputation on providing personalized service to each of our clients, emphasizing the quality of our workforce composed of 1200 agents located in Barcelona and Cairo. We have a very extended client portfolio from national to regional and international clients, and we are proud to say that we have an excellent track record in training and development.

In addition to our commitment to providing excellent customer service, we also:

• • Own Contact Center and VoIP licenses from NTRA (National Telecom Regulatory Authority).
  • Are a member of the French Chamber of Commerce and Industry in Egypt.
  • Are a member of ITIDA (Information Technology Industry Development Agency).
  • Are a member of EITISAL (Egyptian Information, Telecommunications, Electronics, and Software Alliance).

Start working with a full-cycle outsourcing contact center now.
We fully commit ourselves to the project of each client, always come up with a unique outlook, examine the task from all possible angles and offer the best existing solution.

Let’s go! Contact us at bizdev@naos-solutions.com, and we will assist you in defining your needs and the SLAs that best suit your situation.

It is always helpful to attach a history and if possible, a forecast regarding volumes of interactions to your expressed needs.
Make sure to include the following points:
– Company’s needs
– Description of the activity
– Listing of required channels
– Languages required

Definitely! NAOS CX Outsourced Customer Service teams are experts in reducing chargebacks from online stores. See here how Customer Service can help you win the chargeback battle.

What are the metrics to measure the outsourced contact center services success?

Defining the right SLA “service-level agreement” is very important when outsourcing an external provider for contact service. It is concerned with the level of service the customer expects from the provider, laying out the metrics, remedies, and penalties.

SLA protects the rights of both parties. SLA pulls together all the details of the contracted services in a single document and clearly defines the metrics, KPIs, responsibilities, and expectations in the event of problems with the service; neither party can plead to defend its negligence.

Read more and download our whitepaper about SLA on our blog:

How To Define The Right Outsourcing SLA?