A call center may be defined as a centralized office of a company that acts as an extended arm to respond to the enquiries of customers or clients over Tele phone. Today the term call centre has become synonymous with business enquiry .The growth of the corporate giants all over the world and the proliferation and expansion of communication net work made handling of telephone enquiries from clients a big challenge. Thus the need of a separate cell to deal with such enquiries was badly felt culminating in the present day call centers. Today there are no services companies that do not have a call centre either managed directly or outsourced.
Egypt the only Asian Arab Republic has a population of more than 7 million people most of them concentrated on the banks of Nile. The country has emerged as a fierce competitor for call centre outsourcing since late 90s. Egypt has become one of the most sought after destinations for call centre outsourcing by the major corporate giants of the world and the MNCs like City Bank, Kodak, McDonalds, AMEX, Renault etc. The country that has made rapid progress in various living indexes like use of mobile and landline phones with a penetration of 7 and 12% has registered enviable progress in internet reach by touching 2.5 million subscribers in 2003 itself. The Multi Lingual, inexpensive and qualified labor force supported by the state of the art technology and well developed infrastructure of the country has helped them to progress by leaps and bounds in the outsourcing industry in general and call centre jobs in particular.
The first Call centre established in the country Tamima offers dedicated service in the area of inbound and outbound calls like order taking after sales service, telemarketing, surveys and data validation
It is estimated that country will show a growth rate of more than 50 percent in the call center jobs in the coming one or two years. It is said that Egypt could be Europe like India is to the USA. As per a recent report ‘Exceed’ Egypt’s leading call centre gets around 17000 resumes for each positions.
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