Frequently Asked Questions

Q: Which Offshore location are Mentor CX Provide their Contact Centre Operations?

A: We provide our Contact Centre Operations from Egypt – Best Outsourcing Destination 2016 – For more information about Egypt as Business Process Outsourcing location please see here.

Q: Is Egypt known as an Outsourcing Destination?

A: Absolutely. Egypt has become well regarded on the international stage as a leading destination for outsourcing, culminating in being named as ‘Outsourcing Destination of the Year 2016’ at the Global Sourcing Association (GSA) European Awards . Whilst considered a new player onto the scene for the Australian market, Egypt has long been a location of choice for plenty of multinational brands that have chosen to set up or expand operations in the country including Vodafone, Henkel and Dell Technologies.

For more information about Business Process Outsourcing to Egypt, please see this Call Centre Outsourcing Guide – EGYPT from CX Central

Q: In summary, why would I consider Egypt as an Outsourcing Destination to my Contact Centre/Back Office services?

A: In summary, Egypt provides the below features for businesses consider Contact Centre/Back Office outsourcing:

• Egyptians are very friendly people, which makes impeccable customer service second nature to call centre operators.
• Multi-lingual operations: currently servicing over 20 languages including Arabic, English, French, German, Italian and Spanish.
• Eighteen marine cables provide good connectivity to more than sixty countries particularly on the Euro-Asian Route and at capacity of up to 60tbps.
• It’s incredibly cost effective with operation costs estimated up to 80% cheaper than running the same call centre out of Australia
• Low attrition rates make for a better customer experience
• Conducting Business environment with government support.
• The offshore global services industry have doubled in scale over the last four years to reach over 50,000 FTEs.

Q: Does Egypt have a stable systems?

A: Yes, the Egyptian outsourcing service industry has gone through rapid growth, despite political turmoil of 2011 revolution. The offshore global services industry have actually doubled in scale over the last four years to reach over 50,000 FTEs.

Further, The country’s political environment is stabilising with the re-election of a steady government. As a result, Egypt’s credit outlook was raised from stable to positive by Moody’s Investors Service and increasing tourists number to highest level ever in 2019.

 Q: How reliable is the Infrastructure in Egypt?

A: Egypt has continuously invested in developing local physical infrastructure to provide better utilities and telecommunications connectivity to offshoring companies. The country also provides significant international bandwidth and has invested heavily in power infrastructure. The existing eighteen marine cables provide good connectivity to more than sixty countries particularly on the Euro-Asian Route and at capacity of up to 60tbps.

This places Egypt on par with other locations globally and gives the country a distinct advantage over other regions among Asia Pacific regions.

Q: How safe Customer Data is when I consider outsourcing?

A: Businesses should raise this question when considering outsourcing including both onshore and offshore.

Please note, we provide our Outsourcing Services form a COPC – Customer Operations Performance Centre – and ISO 27001 certified and/or compliant operations centres which is covering enough safety for customer data.

Q: What about Data Protection Laws in Egypt?

Q: What about Cyber Security?

Egypt actually features in the 21 countries leading the Global Cyber Security index, demonstrating a high commitment to the five pillars that make up that index. Additionally, A.T. Kearney’s Global Services Location Index (2019) ranked Egypt #14 globally and #1 across the Middle East and Africa.

Q: How large is the Contact Centre Operations in Egypt?

A: The Contact Centre Operations in Egypt has over 500 (and growing fast) Employees servicing multinational and local clients across different industries including but not limited Vodafone, Allianz, Ariston, Novartis and British Petroleum.

Q: How are Mentor CX Prices compared to other offshore locations such as India and Philippines?

A:  There are many benefits to using a contact/call centre outsourcer and price is only one of them. At Mentor CX we are very passionate about Customer Experience and striving to achieve outstanding results to our clients when it comes to Customer Experience rather competing to be the lowest price in the Outsourcing market. Further and different to other offshore contact centre providers; we believe that strongly investing in a CEX – Customer and Employee Experience – Program will achieve outstanding results for both our Business and our client. Our CEX program focuses on providing attractive incentives to our Employees and our Partners’ employees. Further, for large accounts

We also offer funded trips to our big clients’ CX executive management to visit the Operations Centre in Egypt and include tours around beautiful Egypt

Having said that, our hourly rates coming very competitive when compared other regions

Within the average price in India and Philippines

Up to 50% Cheaper than South Africa

Up to 80% cheaper than Australia

Should you have any further questions, please don’t hesitate to contact us at [email protected]