Who We Are

Raya Contact Center is a world class Business Process Outsourcing Service Provider offering contact center services, back office services, inside sales channel management and professional services . Raya Contact Center with its Call Center services caters to clients, including global fortune 1,000 companies in Europe, Middle East & Africa in 25 different languages. Raya Contact Center serves its clients from Eight contact center facilities across three continents from Egypt, Poland, and UAE.

With over 4,750 seats capacity and 6,000 Agents talent pool, Raya Contact Center provides top notch outsourcing and call center services by focusing on high growth industries; mainly Technology & Consumer Electronics , Media & Communication , Fast Food , Banking & Insurance , Automotive , White Goods , Retail , Health care , Travel & Hospitality , E-commerce , Government & Public Service , Real Estate...among others, in the Middle East, Africa and Europe. Our operations are well supported through a robust continuous improvement approach using best practices in Lean, Innovation, 6 Sigma, Problem Solving, Data analytics as well as world class standards such as COPC, PCI and ISO certifications. Raya provides tangible value to our clients from our delivery locations in Cairo, Hurghada, Alexandria, Assiut, Dubai and Warsaw by sharing improvements, insights, analytics and recommendations supported by illustrated savings and additional derived revenues.

Raya Contact Center, the leading outsourcing service provider in the Middle East and Europe, is a fully owned subsidiary of Raya Holding for Investments, a leading regional investment conglomerate with a diversified portfolio.In 1999, seven leading IT companies merged in order to create Raya Holding for Investments, the Middle East’s largest CIT Company with a vision to grow into a solid financial conglomerate with multifaceted operations. Raya Holding for Investments manages 10 subsidiaries and owns stakes in leading companies from various industries. Besides leading the information technology and consumer electronics market in Egypt, the Middle East and Africa since 1999, Raya Holding for Investments manages subsidiaries operating in contact center services in Egypt, UAE, and Poland, smart buildings development, data center outsourcing, land transport, PET recycling and social media development. Listed in the Egypt Stock Exchange (EGX) with a number of 6,500 employees, Raya Holding for Investments is committed to maximize its shareholders’ value and to expand its reach with branches in Saudi Arabia, the Gulf and Nigeria, catering to a customer base located on six continents.

CERTIFICATIONS

Raya is a full-fledged COPC ® 2000, ISO ® 9001:2000 and ISO ® 27001, certified single point for intelligent customer interactions. The standards implemented by these certifications have enabled us to optimize our processes and run world class operations that bring customer experience to a different level.

Our Languages

Differentiators

Commitment to Quality

Raya prides itself with its commitment to the highest global quality standards combined with a low risk solution. Our call center operations are well supported through a robust continuous improvement approach using best practices in Innovation , 6-Sigma, problem solving, data analytics as well as world class standards such as COPC, PCI and ISO. Raya provides tangible value to our clients by sharing improvements, insights, analytics and recommendations on improvement projects supported by illustrated savings and additional derived revenues.

Cost-Efficiency

Raya provides the perfect combination of high quality and cost advantages due to operational efficiency and flexibility. We assure our clients of world class results through dedicated program management, support resources, and financial incentives that sustain higher performance levels; often exceeding global multinational clients’ standards relying on COPC ® global standards.

Solid Track Record

Raya has accumulated a solid track record for the past 16 years in providing business process outsourcing services to Global Fortune 1,000 organizations supporting a wide range of business to consumer and business to business outsourcing solutions. Raya has a great expertise in the European, Middle East & Africa region with over 6,000 Customer support advisors serving over 60 client operations in EMEA with more than 25 languages across our sites in Cairo, Dubai, Hurghada, and Warsaw; based on global best practices through experienced management and technical expertise based on the latest industry benchmarks.

Value Chain Growth

Within the context of client / service provider partnership, Raya typically provide various additional BPO services leveraging on its expertise in many processes including back office support, outbound sales, collection, escalation management among many other processes to leverage its potential in our clients’ value chain. Additionally, and though most of our clients have well developed processes, Raya has a solid long track record of developing new and innovative platforms and solutions to meet some of the most unique and complex requirements faced by our clients. Raya is committed to support our clients’ market strategy according to this approach.

Culture & Brand Awareness

We adopt our client’s culture within our operations. To support your customers, our CSRs will become part of our clients’ ecosystem. This is achieved through communication, site branding, visits to our clients’ offices, as well as our client’s on-site presence and organizational culture awareness.

Nurturing Long-Term Partnership

We pride ourselves with our ability to foster long term partnerships with clients who consider Raya an extended arm of their continuous business processes. Our transparent and flexible management team ensures seamless outsourcing services and continuous support through a lean flat management structure that enables Senior Management to be close to our clients while providing them with the optimum service and cater to customized and varied requirements.