By : Mohamed El Kholy

Consistent with its strategic vision that aims to strengthen brand equity of businesses ambitiously attempting to satisfy customers, RAYA Contact Center (RCC) announced that it has been selected by the International Association of Outsourcing Professionals (IAOP), based in the USA, to join the 2021 Global Outsourcing 100 list, as one of the world's best outsourcing service providers. This acknowledgement is a substantial achievement globally and it further builds on RAYA’s significant contributions to the outsourcing industry worldwide.

Honoring RAYA Contact Center with this recognition comes as a crown of its great progress, as one of the key players in the field of outsourcing globally. The company offers top-notch customer support and technical solutions in 25 different languages across high-tech global sites spanning three continents. In 2020, RCC has achieved a new customer growth rate of nearly 150%, which is consistent with the criteria of the ranking, determined by a panel of IAOP members with extensive experience in selecting the best outsourcing service providers.

Choosing RAYA Contact Center for this recognition in 2021 was based on four judging categories; including customer references and satisfaction with the service rendered. Already, RCC has received great praise from customers for the service provided; Awards and Certifications won by the company, which recognizes the company's contributions to this promising sector; the technology used by the company, as multi-channel customer experiences, chatbots, and robotic process automation (RPA); and finally, the assessment process considered corporate social responsibility (CSR) in RCC and how it contributes to achieving sustainable development goals, through providing sustainable employment opportunities in addition to training and qualifying university students to meet the requirements of the labour market. 

 “Choosing the right partners is more important than ever”, said Debbie Hamill, CEO of IAOP. Therefore, the inclusion of RAYA Contact Center to the list of the world's best outsourcing service providers is a sign of customers’ confidence in the company.

"We are extremely proud that our company has acquired such a prominent position in the 2021 Global Outsourcing 100”, said Mr  Ahmed Refky, CEO of RAYA Contact Center, commenting on the announcement. “The fact of gaining this acknowledgement by IAOP is a testament to the dedication of our team and its ability to innovate and enhance customer-centricity”.

“Moreover, this high-value international acknowledgement is a piece of evidence for the progress of RCC, concerning offering innovative solutions and prominent customer care over the past years. We are looking forward to maintaining our international position in this promising field, therefore, RAYA is keen on expanding its footprint in the GCC and beyond the region, and as was disclosed in late 2020, the company has submitted non-binding offer to acquire a call center company in the Arab Gulf region. Now, we are pleased to announce that RAYA Contact Center has completed the Due Diligence process and is currently in the negotiations stage prior to submitting a binding offer, after taking into consideration all the related legal and regulatory requirements to conclude the transaction. The company is expected to complete the acquisition process by the beginning of Q2, 2021”, Mr. Refky added.

Through a new concept of the industry, RAYA Contact Center provides outsourcing services, offering call center and back-office services, internal sales channel management, and professional services while meeting the needs of customers in the Middle East, Europe, Africa, and North America in more than 25 different languages.

Also, by the end of 2020, the company managed to include about 5,500 employers, an increase of nearly 25% from 2019, in order to raise work efficiency and meet the requirement of new projects.

The company operates across different geographies through its 10 facilities, of which 8 are located in Egypt, in addition to a facility in Dubai, UAE, and another in Warsaw, Poland.