Company Director in First Press Interview: “TTEC” aims to make Egypt a global center of excellence in customer experience

American BPO outsourcing company TTEC is adopting an ambitious plan in Egypt based on several axes: investing in digital transformation and harnessing the latest technologies such as artificial intelligence, automation and data analytics to improve operations and enhance customer interactions, according to Amira Bassiouny, Country Manager, TTEC Egypt.

In her first press interview, Bassiouny told Ta3hed Newsletter that her company also seeks to develop talents and enable its employees to develop their skills and advance their professional lives with the aim of creating a work environment that enhances innovation and positions Egypt as a global center of excellence in the field of customer experience.

What is T-Tech’s strategy in the Egyptian market?

The company aims to provide exceptional CX customer experiences by employing technology and exploiting the capabilities of individuals, in addition to operational excellence and providing value to its customers.

This comes at a time when Egypt enjoys a thriving outsourcing sector with a pool of highly skilled multilingual talent, making it an attractive hub for serving global clients. Therefore, the company aims to leverage these talents to provide superior customer experience services across various sectors such as technology, e-commerce, telecommunications and financial services.

– A plan to expand our operations in Africa…and develop skills in cooperation with universities and government agencies.

How will TTEC contribute to achieving the government’s target of $9 billion in outsourcing exports by 2026?

TTEC is fully aligned with the vision of developing the BPO industry in Egypt, especially since the company sees Egypt not only as an effective destination for the BPO services industry but as a leader in excellence in customer experience.

The company also seeks to closely collaborate with the government and industry stakeholders to ensure it contributes meaningfully to the broader ecosystem and supports policies and initiatives that will make Egypt a stronger and more competitive player in the global outsourcing market.

On the other hand, TTEC is expanding its operations across Africa, and Egypt in particular, by expanding our service offerings across various industries, to create more business opportunities while positioning Egypt as a preferred destination for customer experience services globally. With the increase in the number of consultants and accounts we manage, we are directly contributing to the overall growth of the sector and helping to establish Egypt’s position in the BPO space.

The company seeks not only to create jobs but to make a social and economic impact, commenting: “We are redefining the traditional approach to BPO impact sourcing through what we call Impact Practice, a comprehensive program with a series of initiatives that empower communities, foster innovation, and create real change.

In Africa, we partner with local universities and government agencies to deliver ongoing learning and development programs that equip the workforce with critical skills – whether it’s customer service, data analytics, or artificial intelligence. By enhancing multilingual capabilities and upskilling local workforces, we’re building impactful innovation labs that aim to meet the diverse needs of global customers.

What is the expected growth rate of T-Tech’s business volume in Egypt?

We expect to achieve significant growth in Egypt, both in terms of operations and contribution to the local economy. Our goal over the next few years is to double its capabilities by expanding existing accounts and qualifying new clients in various sectors from telecom and technology to e-commerce and financial services, which will directly contribute to achieving the government’s ambitious target of $9 billion for the BPO industry by 2026.

What are the investment opportunities available in Egypt according to TTEC’s vision?

TTEC sees tremendous potential in Egypt as a strategic hub for the global BPO industry, driven by several key factors including the presence of a young, highly educated, multilingual workforce fluent in languages ​​such as English, French and Arabic. This makes it an ideal location to serve a diverse range of international clients. We believe there is a strong opportunity to further develop this talent pool, positioning Egypt as a key player in delivering high-quality, culturally adaptable client service.

Cost-effectiveness is also another compelling feature, along with a skilled workforce, a strong value proposition for companies looking to improve customer experience operations while maintaining high standards.

Geographically, Egypt is located at the crossroads of Europe, Africa and the Middle East, making it a prime location for providing 24/7 support across multiple time zones and regions. This geographical advantage plays a vital role in TTEC’s global delivery network.

In addition, the Egyptian government’s support for the outsourcing sector, through clear policies and investment incentives, creates a fertile environment for growth.

TTEC plans to align with these initiatives by expanding operations, enhancing technology, and investing in workforce development.

– America, Britain, Canada and the Gulf countries are targeted markets for Egypt.

What are the most prominent countries to focus on? And why?

Egypt is one of our main multilingual hubs, due to its strategic location which makes it a location that is well aligned with many market and customer requirements.

The US and Canada are also an important region for the company, especially with the high demand for customer experience solutions, especially in industries such as technology, telecommunications, healthcare and e-commerce, and Egypt’s time zone and English language capabilities make it an ideal outsourcing destination.

Similarly, Europe, especially the UK, is another key region for TTEC’s operations in Egypt as many European companies are looking for multilingual customer service capabilities. At the same time, Egypt excels in French, German, Italian and Spanish, making it attractive to European countries. Egypt’s proximity to Europe, both geographically and in terms of time zone, is essential for managing the customer experience. The cost of service to operate in Egypt is very attractive to European clients.

Finally, Egypt has strong cultural and linguistic ties with the Middle East and the Gulf region, making it an ideal outsourcing hub for companies in countries such as the UAE, Saudi Arabia, Qatar and Kuwait.

These markets are growing rapidly, particularly in sectors such as telecommunications, retail, and fintech, where demand for customer experience services is increasing. TTEC’s operations in Egypt can provide extensive Arabic support, benefiting from both cultural understanding and language fluency. Additionally, many global companies serving the Middle East prefer Egypt for its regional compatibility and familiarity.

How does the company see competition with European markets in BPO services?

Competition with European markets in the BPO sector is high, but Egypt has a unique set of advantages as I mentioned earlier that make it highly competitive. While European countries such as Poland, Romania and Portugal have well-established BPO sectors, Egypt can stand out primarily for its multilingual talent pool, cost-effectiveness, and strategic geographic and time zone proximity.

– Offer competitive compensation and benefits to attract and retain top talent.

What are the main challenges facing TTEC’s work currently? And how did you overcome them?

As with any dynamic industry, the BPO sector in Egypt faces challenges such as talent acquisition and retention, staying on top of digital transformation and technology implementation, which I believe are the key challenges that our clients are particularly interested in understanding TTEC’s approach.

We have teams in place that monitor these issues and move quickly to adapt and respond. When it comes to talent acquisition and retention, TTEC places a strong emphasis on creating a work environment that fosters employee engagement and career growth. We have implemented robust training and development programs, providing clear paths for career advancement for employees.

In addition, we offer competitive compensation and benefits to attract and retain the best talent, while keeping a constant eye on economic fluctuations, to take into account any impacts of currency movements for example. At the same time, there is a strong focus on workplace culture and creating a positive and supportive working environment as this has a direct impact on retention rates and employee satisfaction. We also work closely with universities to develop partnerships that build a pipeline of new talent with relevant skills.

Technology is also fundamental to the employee experience. TTEC is continually investing heavily in digital transformation, focusing on enhancing our service offerings with AI-powered customer service tools, automation, and data-driven insights that help our partners not have to focus on the most repetitive work, but on adding value to customers, and enhancing loyalty.

TTEC has developed a comprehensive digital strategy that integrates advanced technology with human talent, allowing us to improve efficiency, reduce costs, and deliver enhanced customer experiences. We want to prioritize upskilling our employees through continuous training on new technologies, ensuring they are ready to work with AI, machine learning, and advanced customer experience platforms.

How does the company see the future of the outsourcing industry in Egypt? What are the development proposals?

Egypt’s outsourcing industry is well positioned for continued growth, and with strategic improvements, it can become a global leader in outsourcing services. By focusing on skills development, digital transformation, improving infrastructure, and fostering innovation, Egypt can go beyond traditional outsourcing and establish itself as a hub for advanced customer experience and digital services.

With continued government support and the private sector’s commitment to innovation, Egypt has the potential to exceed expectations and play a pivotal role in the global outsourcing landscape.