Etisal improving customer service delivery for telecom operator in Egypt.

The Egypt call center outsourcing facility of Etisal International has announced it has won a contract as the outsourcer to handle the customer service calls of Etislalt Misr the 3rd 3G mobile operator in Egypt serving over 5 million subscribers.

The project ramped up within a record start-up period of 6 weeks, with 90% of the core customer calls are being handled from the outsourcing facility located in Cairo. The project included 200 seats operating on a 24x7 basis serving clients in Arabic and English. Etisal is currently handling 90% of the core customers calls.

Etisal has accommodated all the technology, security, availability, operation KPI’s, quality and training
requirements of Etisalat Misr.

“Our service level of call center operation exceeded 90% within 10 seconds providing us with the competitive edge in customer service that we needed in the Egyptian market” said the Customer Service General manager in Etisalat Misr he also commented that “Etisal outsourcing facility demonstrated flexibility, team spirit and the quality needed to handle our customers and achieve these results” In addition to handling incoming calls, Etisal is using its predictive dialling technology to perform telesales and customer satisfaction surveys during low incoming calls period, hence enhancing the operation efficiency and providing more value.

“We are committed to adding value to our clients and to continuously strive to improve the quality of our service” stated Ashraf El-Tanbouly, General Manager of Etisal Egypt.

Etisal International is ISO 9001 certified, BPO market leader in Egypt and Saudi Arabia. Etisal offer its services to diversified sectors including Banking, telecom, IT, Aviation, Retail, Automotive. Learn more about Etisal at
www.etisal-int.com.