About Raya Contact Center

Overview

Services

Overview

Raya Contact Center is a world-class Business Process Outsourcing (BPO) and Contact Center Outsourcing (CCO) Service Provider offering contact center services, back office services, inside sales channel management, professional services and digital services. Raya Contact Center caters to clients, including global Fortune 100 companies in Middle East, Europe, Africa, & North America in 25 different languages. Raya Contact Center serves its clients from eight contact center facilities located in Cairo and Hurghada, Egypt, Dubai, UAE, and Warsaw, Poland. With over 8,500 seats capacity and 6,500 advisors talent pool, Raya focuses on high growth industries; mainly telecom, technology, consumer electronics, travel and hospitality, banking, automotive & retail industries. 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. Raya Contact Center provide tangible value to our clients by sharing improvements, insights, analytics and recommendations on improvement projects supported by illustrated savings and additional derived revenues.

Mission

Focus on client and end user satisfaction Competent and motivated people Deployment of state-of-the-art technology Industry best practices Cost-effective operations Maximize shareholder value Streamlined processes & continuous improvement of quality management system

Vision

To be the preferred Business Process Outsourcing Partner in EMEA

Strategy

Become a distinctive Multi-regional & Multilingual BPO player within EMEA Build a sustainable leadership position as a "Champion" in the GCC region Extend leadership by becoming a "Challenger" in the European market Aspire to pursue a "Global Challenger" path

History

2001

Raya Contact Center was established with an initial capacity of 200 seats

2006

Raya acquired a 25% stake in The Call Center Company (“C3”), in order to benefit from C3’s international client base The Company moved its operations into a new building, increasing its total capacity to 800 seats

2007

Raya increased its C3 stake to 85%

2008

Raya launched a new 700 seats call center facility in Abasseya district Increased its ownership in C3 to 100%

2009

Established strategic alliances with International Tier 1 service providers from India & the US

2010

Launched a new building in Maadi CIT Park with a total potential capacity of 750 seats

2011

Acquisition of a major regional key account in the ME telecom sector

2012

Signed hosting agreements with major regional and global organizations

2013

Expanded into a new building in Maadi CIT Park with an additional capacity of 800 seats

2015

Launched its 1st regional onshore delivery center in the GCC “Dubai Outsource City” Raya Contact Center became a listed company on the Egyptian Stock Exchange

2016

Launched its 1st European onshore delivery center in Warsaw, Poland Signed strategic partnership agreement with a major European Airlines Carrier for the EMEA markets support out of Cairo

2017

The IPO of Raya Contact Center

2018

Doubled Dubai operations and capacities to reach c.300seats. Opened a new c.450 seat facility in West Cairo’s Palm Strip, a hip sub-urban community mall. Expanded capacities in Egypt, by adding more than 1,000 additional seats.

2019

Raya Contact Center announces incorporating a new mega facility in west Cairo’s Smart Village business park with a total potential capacity of 1500+ seats