Sunday, November 2, 2025 Newsletter…Amid Predictions of Prime Minister’s Attendance… Outsourcing Companies Reveal Details of the Industry’s First Global Summit
Good morning, our valued followers. We wish you continued well-being.
It appears that November is consistently the month of the Communications and Technology sector in Egypt, as it hosts the Cairo International Communication Exhibition and Conference (Cairo ICT).
What is new this year is that it is preceded by a global event, the first of its kind in the history of the outsourcing industry, held at the foot of the Pyramids.
Our newsletter reaches you with the support of the Information Technology Industry Development Agency (ITIDA), and in strategic partnership with Silicon Waha for Technology Parks, Target HR, and Telecom Egypt.
Our main story this week sees Ta3heed newsletter reveal the details of the first global summit organized by the Ministry of Communications, represented by ITIDA, on November 8 and 9.
The summit will host representatives from local and international outsourcing services companies to support this promising activity and boost its contribution to the State’s public treasury.
For more details here.
News & Reports
CAPMAS: Market Size for Outsourcing Services in Egypt Reaches EGP 239 Billion
Data from the Sixth Economic Census 2022/2023, issued by the Central Agency for Public Mobilization and Statistics (CAPMAS), estimated the market size for the outsourcing services industry in Egypt at approximately EGP 239 billion.
According to the report, a copy of which was obtained by the “Ta3heed” newsletter, the number of establishments engaging in outsourcing services activity in Egypt reaches 19.2 thousand.
For more details here.
How Call Center and Outsourcing Services are Changing the Future of the Hospitality Experience
The hospitality sector—which includes hotels, restaurants, cafés, delivery services, entertainment, and tourism companies—is undergoing a major transformation with the changing expectations and behavior of customers.
Today’s guest is not just looking for a place to stay or a quick meal, but for a complete and personalized experience where they feel that the brand understands their needs and addresses them personally in every interaction.
For more details here.
Average Handle Time (AHT)… The Old Metric That Still Rules Call Centers
Despite the evolution of performance measurement tools and the increased focus on customer experience in recent years, the Average Handle Time (AHT) metric still retains its position as one of the most critical operational standards in call centers and Business Process Outsourcing (BPO) companies.
This simple-to-calculate indicator directly reflects the efficiency of operations, the level of team organization, and its impact on cost and service quality.
For more details here.
“Octopus” Signs Cooperation Protocol with Badr University Assiut to Provide Training and Job Opportunities for Students
Octopus Outsourcing Services Company has signed a cooperation protocol with Badr University in Assiut Governorate to offer training opportunities for students and provide jobs for new graduates.
Hadeer Makhlouf, the company’s Training and Development Manager, said that Octopus opened a language learning and development center called “Octopus Academy” in May 2024.
The aim is to bridge the language gap many university students and graduates face when entering the job market, in addition to training them to master English and Spanish languages and customer handling skills.
For more details here.
Profile
Jeremy Hyde, Sun Country Airlines Customer Service Director, is an Expert in Human Resources Management
Jeremy Hyde currently holds the position of Senior Director of Customer Service at Sun Country Airlines.
He possesses nearly 20 years of experience in the call center industry and is known for collaborating with industry experts and professionals to support best practices, foster innovation, and drive the evolution of industry strategies.
Hyde holds a Bachelor of Science degree in Human Resources Management, specializing in Personnel Management, from St. Cloud State University.
For more details here.
Infographic
“Qualification for Employment” Program… Youth Gateway to the Outsourcing Industry
The total number of trainees from the “Qualification for Employment” program, launched by the Information Technology Industry Development Agency (ITIDA) in 2015, has reached approximately 15,200 trainees to date, with 12,200 of them employed.
ITIDA’s goal for the program is to qualify job seekers to join digital export companies and create new job opportunities.
The program seeks to meet the needs of companies operating in the outsourcing services sector for technical and language skills, up to a maximum of two levels.
For more details here.
Jobs
The Call Center: From Marginal Job to Strategic Career Path
The perception of working in the Customer Service and Business Process Outsourcing (BPO) sector in Egypt has undergone a radical transformation.
After being viewed as a “transit stop” to meet temporary financial needs, it has now become a launchpad for thousands of young people, providing them with a solid, continuous professional path, promising remarkable financial stability and a bright professional future.
For more details here.
