By : Basel Khaled – Nahla Makled

Eng. Ahmed Refky , CEO and Managing Director of Raya Call Center Services (RCX) - in response to a question “Alam Rakamy ” confirmed that according to the company’s new strategy, which began in 2020, to transform from a local company to a global company, which aims to achieve a 25% growth rate in The volume of the company's business, which also means an increase of 25% in the number of employees in Egypt, which currently number 7,000.

In response to a question " Alam Rakamy ", he added that the company is already investing in its new strategy in financing about 7 Egyptian start-up companies specialized in developing ICT solutions, which are integrated with the solutions provided by "Raya Call Center Services" company, and are hosted for a period of 3 months. Whereas, RCX's investments do not range between 5-7% in each company, as our goal is not to acquire these emerging companies, but rather to help them develop their solutions as well as promote and market these solutions through having a banner of experiences and clients in the local, regional and global markets.

Complementing Raya Customer Experience (RCX)’s achievements and growing leadership in the outsourcing industry locally and internationally, Ahmed Refky, the CEO of RCX - a subsidiary of Raya Holding for Financial Investments - has announced its three-year strategy.

He noted the company will primarily focus on expanding its digital services. He also stated that 2021 was a milestone in RCX’s history and portfolio. 

The key pillars of RCX’s strategy for the near future are three. Firstly, to strengthen the current customer portfolio through improving performance and further increasing customer satisfaction, which is in line with changing the company name from Raya Contact Center to Raya Customer Experience, Refky said. “The second pillar is to develop the digital infrastructure to better serve the digital transformation and expand digital services besides voice.

The company has already gone a long way in this regard, which was reflected on the operational statistics, as RCX’s services provided during 2021 were divided into digital services (42%) and voice services (58%) - compared to 90% as voice services, and 10% as digital services in 2020. The company seeks to provide an integrated portfolio of services that includes voice, non-voice, and social media services. The third pillar of the strategy focuses on acquisition efforts and geographic expansion," he added

"2021 is a milestone in the history of RCX, given the achievements it witnessed.

RCX has expanded into new leading markets by opening a premise in the US - which has 35% of the global outsourcing market - under the name Raya Customer Experience -LLC in Delaware. It also acquired GULF CX and opened new branches in Saudi Arabia, the United Arab Emirates, and Bahrain, with a value of $12.2 million, as a step towards transforming from a regional company to a leading global company," Refky added.

Also in 2021, RCX launched its business accelerator “Raya FutureTECH”, which provides start-ups in various industries with innovative and advanced technology solutions in order to enhance their customer experience.

In addition, RCX has been listed in the Everest Group's assessment, crowning its role as one of the leading outsourcing companies in Europe, Africa and the Middle East - it was the only Egyptian company included in that assessment.

This year, RCX was also listed among the top 100 global outsourcing companies in the IAOP rankings.