E-Global Services

Competitive Edge

Etisalat Global Services (EGS), based in Egypt, provides multilingual support and superior partnership value in the delivery of multi-channel customer contact interactions and transactions.



Location

Egypt is strategically located as a hub between Europe, Africa, Asia, and the US

“Geographic proximity to Europe/ Asia and is the gateway to Middle east and Africa”

Cost

Significant savings on call center operational, infrastructure, overhead and labor cost Wide-ranging customer services Devaluation of Egyptian pound works in favor of Business Process Outsourcing (BPO) and IT services sector Egypt offers the most competitive operating cost per FTE (IDC)

Talent

Large and highly-educated population with diverse set of language skills.
A popular destination for ICT outsourcing
500,000 annual graduates, almost 50% BPS related

Explore Industries

We have extensive customer-care experience across a wide range of channels, each requiring different expertise. We consistently deliver what is vital to every industry: an exceptional customer experience.

Communication

Our telecom experience and our multilingual, highly-educated staff help us adapt readily to market changes.

Technology

By combining effective cross-sell and upsell techniques with quality technical support, we ensure that your ROI is always maximized at a competitive cost and with higher return.

Health Care

Make service and customer engagement the key differentiator for your business, using our experience with plans and payers, account and billing inquiry and network provider locator.

Financial Services

Our BPO solutions deliver service excellence to your customers, driving growth and cost efficiency.

Travel

EGS provides solutions to help travel and tourism companies increase cost saving, generate revenue and improve customer satisfaction.

Manufacturing

We provide call center outsourcing for organizations in automotive and consumer electronics, with warranty call management, product recall management, financing or lease administration.

Why EGS

Mission

The mission of Etisalat Global Services is to be a market leader in outsourcing services and supporting our partners towards achieving their short and long-term objectives.

Vision

The vision of the E-Global Services is to enable the high-quality business to business services and differentiate the to ensure the business sustainability

Values

Customer Centricity
Leadership
Integrity
Agility

Our Services

Customer Engagement

More than 1.8 million times per day EGS interacts with customers to answer their questions, fix their product issues, activate their services, make their reservations or resolve their billing concerns. 

EGS balances customer experience optimization with operational contact center effectiveness.

Omni Channel

EGS extends service to your customers through digital channels, including

  • Social media: delivering a world-class experience through monitoring, engaging and supporting customers
  • Mobile application: serving customer requests and tickets through our mobile app
  • Chat: proactively engaging customers online and providing upselling services
  • Advising top transactions that can be moved to self help and save more costs according to your customers’ demand pattern.

Technical Support

EGS provides multilingual 24/7 live tech support, offering immediate professional help for all customers.

Insights

EGS provides you with customized customer surveys allowing you to better meet your customers’ needs.

You will gain insight into how your customers feel about your products and services and turn this information into additional profit while retaining valuable customers.

Consultancy

EGS consultancy services combine our extensive telecommunications and operational expertise, to improve your customer experience through increased efficiency and quality.

After providing an in-depth analysis of your business, we highlight opportunities to improve efficiencies, drive growth and enhance customer experience, providing processes and tools to meet demands, help reduce the cost of operations, improve customer satisfaction and increase revenue and customer value.

Our Experience

Company overview

Etisalat Global Services a subsidiary of Etisalat Group with total presence in 16 countries across Africa, Middle East & Asia.
Etisalat Global Services stems from a well-established company that serves 162million subscribers. We offer a variety of services in managing call center, online support and telesales operations using offshoring model capitalizing on our professional calibers and competitive cost to serve element.
You are able to deflect an increasing amount of call volume while meeting customer expectations. By meeting these expectations, EGS can reduce the cost to serve, while managing if not improving customer satisfaction.

Divisions

Etisalat Global Services is continuously optimizing core processes and delivering excellent service. For our multinational clients,

we provide services such as customer care, technical support, back office, collections, telesales, reservations and directory assistance.

Serving the domestic Egyptian market as well as international markets,

EGS provides excellent multilingual customer care to clients from different channels; not only over the phone but also via chat and across social media.

Benefits

BPO operations were launched in Cairo in 2015. Our 2,000-person dedicated team proactively identifies opportunities for growing our clients’ businesses and stays up to date about emerging technologies and telecommunications infrastructures. Call center outsourcing for clients adds value by providing:


Low real estate costs
Large hiring pool of multilingual candidates
High employee retention rates
Growing foreign investment
Multicultural structure
Flexible labor laws and costs
Supportive government

Our team

Ehab Rochdy

Chairman

Sherif Attia

COO

Career

  • Back Office & Complaint Advisor
    Responsibilities · Handling all Consumer segments’ complaints (High value, Mid High, Mid & Core) through all touch points.
    · Escalate individual or global complaints to related support teams (IT, Network, Marketing & external vendors) for resolution and root cause analysis.
    · Provide the needed feedback to the customer via phone call or sms.
    · Ensure the highest quality of resolution for the complaints to avoid complaint repetition.
    · Responsible for complaint resolution within the identified service Level.
    · Perform the required troubleshooting with the customer.
    · Proactively contact high ARPU customers for problem resolution.
    · Ensure proper follow up with customers, followed by reminder
    · Prepare the needed guidance material to front liners on how to handle/solve customer issues via appropriate troubleshooting to increase FCR
    · Prepare periodically (daily/weekly/monthly) escalation report comparing open cases with escalations, last update and concerned team(s)
    · Run all needed reports to monitor the about to breach SLA cases that should be handled through internal or external teams to insure handling the complaints within SLA
    · Ensure the entrance of all complaints’ related details into the CRM database, reporting and seeing through to completion to ensure 360 degree communication.
    · Ensure all policies and procedures relating to customer complaints are followed and are adhered to the company’s policies and procedures.

    Qualifications
    · University Degree is a must.
    · Minimum 6 years experience and minimum 3 years in a supervisory level.
    · Area of experience: Customer Care/Contact center
    · Very Good in Arabic & English (Reading, Writing & Oral) & very good computer skills.
    Apply
    or send cv to career@eglobalservices.net
  • Activation Agent
    Responsibilities · Trouble tickets service level assurance.
    · Handling hard calls and escalated cases.
    · Adherence & conformance assurance.
    · Handling the technical escalation with other areas.
    · Coordinate and facilitate work and communication with other areas.
    · Liaise with other departments and management to resolve problems
    · Ability to deliver feedback & meet deadlines
    · Manage normal work flow & meet KPI’s


    Qualifications · University Degree
    · Minimum 2 years Experience.
    · Excellent Computer skills, Advanced MS excel is required.
    · Excellent in Arabic & English (Reading, Writing & Oral).
    · Excellent presentation skills
    · Excellent organizational and coordination skills.
    · Ability to work cooperatively as a team member while maintaining a professional attitude.
    · Reliable in the tasks that are demanded, and flexible in Attitude and conflict situations.
    · Ability to understand and learn new activities, with its specialized knowledge, and use efficient techniques related to the activities.
    Apply
    or send cv to career@eglobalservices.net

Contact Us

+20 111 680 17 92
S4, Down Town, 90th Street, Cairo, Egypt