Customer Service Head: “e& Egypt Conducts Regular Reviews & Analyzes Customer Sentiments to Deliver an Exceptional Experience”

Sherif Attia, CEO of the Customer Service Sector at e& Egypt, revealed that the company adopts an advanced customer service strategy based on regular reviews and sentiment analysis to enhance customer satisfaction and ensure an exceptional experience at all times.

In an interview with “Ta3heed” newsletter, Attia emphasized that e& Egypt prioritizes team development and the integration of advanced technologies such as AI-powered chatbots, predictive analytics, and omnichannel support to provide fast, accurate, and seamless customer service.

Notably, Attia also serves as the CEO of e& CX, a subsidiary of e& Egypt.

Customer experience has become a key factor in a company’s success. How does e& Egypt define excellence in customer service?

Excellence in customer service is not just about meeting expectations but exceeding them.

We aim to create exceptional experiences at every touchpoint by leveraging modern technology, continuous training, and a strong customer-centric culture, ensuring real value in every interaction.

What are the key strategies you implement to maintain high customer satisfaction?

We focus on personalization, proactive engagement, and continuous improvement.

Our teams are trained to anticipate customer needs, resolve issues efficiently, and deliver smooth and effortless support. Additionally, we utilize real-time feedback systems to quickly adapt to customer expectations.

How does technology enhance e& Egypt’s customer service?

Technology plays a crucial role in accelerating response times, improving accuracy, and enhancing convenience.

We use AI-driven chatbots, predictive analytics, and omnichannel support to ensure top-tier service. However, we always maintain a human touch for handling complex cases with professionalism.

How does e& Egypt measure excellence in customer service?

We rely on key performance indicators (KPIs) such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR).

Additionally, we conduct regular reviews and analyze customer sentiments to identify areas for improvement and ensure a consistently outstanding experience.

How does e& Egypt train employees to provide top-quality customer service?

Our employees are our frontline representatives.

We heavily invest in training programs focused on customer empathy, active listening, and problem-solving. Through continuous learning and coaching, we empower our teams to deliver service with confidence and professionalism.

What are the future trends shaping excellence in customer service within the BPO industry?

The future of customer service will be driven by hyper-personalization, AI-powered support, and proactive service models. Customers today expect companies to anticipate their needs and provide tailored solutions.

BPO companies must evolve from being mere service providers to becoming strategic partners in managing the customer experience.

How does e& Egypt ensure customer loyalty to its brand?

We continue to expand customer engagement platforms, enhance smart analytics, and invest in employee training.

Our goal is to set new benchmarks in seamless, personalized, and proactive services, ensuring long-term customer loyalty to our brands and partners.

How many employees does e& Egypt currently have? What are the targets for 2025?

e& Egypt currently employs over 10,000 skilled engineers and 1,000 IT professionals, operating more than 4,500 seats across four locations in Egypt.

By 2025, we plan to expand into the Gulf, European, and U.S. markets, strengthening our global presence in the BPO sector.

We aim to achieve this by delivering high-quality services, investing in technology to boost efficiency, and forming strategic partnerships with new clients.

Additionally, we will continue developing our teams to ensure world-class customer service standards that align with global benchmarks.