The most important terms, obligations and rights for licensing the establishment and operation of call centers
In this report, we will review the most important conditions, obligations and rights of licenses to establish and operate call centers within Egypt.
First: Services subject to the license:
The call center outsourcing service provider has the right to establish and operate call centers and provide call center outsourcing services to others within the Arab Republic of Egypt, by providing designated seats and trained agents, all of which is subject to the service provider’s commitment to notify the Authority of its call centers and any updates thereto.
The call center outsourcing service provider is also committed to all internationally recognized construction and technical standards and specifications when establishing call centers, and is also committed to all technical standards and specifications related to this establishment that are determined by the Authority. The license also indicated that the call center outsourcing service provider has the right to connect to the fixed telephone network through one of the fixed telephone service providers in order to send and receive calls for its customers.
The call center outsourcing service provider has the right to connect internationally through one of the following means:
Either by contracting with one of the companies licensed to provide international communications services to others to rent an international connection circuit between the call center and a collection point outside the Arab Republic of Egypt.
Or by contracting with one of the fixed telephone service providers to make and receive international calls through the licensed international gateways (International Gateway) using different types of numbering, including but not limited to toll-free numbers and numbers with a distinctive tariff.
Or also by using Internet connections to transfer voice and video calls from inside to outside or from outside to inside the Arab Republic of Egypt using VoIP technology in accordance with the controls and specifications contained in the present framework and what the Authority may issue in this regard.
The call center outsourcing service provider is also obligated not to use other means of connection than those specified above except after obtaining the prior written approval of the Authority.
The call center outsourcing service provider is obligated to provide the Authority with a list that includes all the addresses of the distinctive IPS numbers that are to be allocated to the seats and that will be used to make voice calls using VoIP technology on Internet data transfer circuits in order to obtain the prior written approval of the Authority before activating them.
The call center outsourcing service provider is also committed not to connect the traffic of incoming or outgoing international calls with any telephone networks within the Arab Republic of Egypt.
The call center outsourcing service provider has the right to use a cloud call center to serve customers, provided that it obtains the prior written approval of the Authority and in accordance with the rules and regulations issued by the Authority in this regard.
Second: Relationship with customers:
The call center outsourcing service provider is committed to concluding contracts with clients according to a standardized form that is approved in writing and ratified by the licensor before concluding it, provided that this form includes the nature of the service, the conditions for providing it, and the level of its performance.
The call center outsourcing service provider is committed to compensating the clients contracting with it for interruption or poor service, in accordance with what the licensor decides, without prejudice to emergency circumstances, force majeure, and the standards stipulated in this license.
The call center outsourcing service provider is also committed to maintaining a database of all information and data related to its dealings with contracted clients and to keeping a record of calls with users for a period of one calendar year and to place it at the disposal of the licensee or whoever he authorizes to do so and to allow them to view it and take any data they deem necessary and essential.
Third: Maintaining confidentiality
The call center outsourcing service provider and its employees, whether managers or subordinates, are committed to maintaining the confidentiality of the information and documents they obtain, regardless of their nature, and not to disclose them to others.
