The outsourced call center that you can trust, and speaks your brand.
Our success is determined by our services, and the ability to meet our clients’ needs
Contact Center Source is a leading provider of outsourced contact center services. Our call center is based in the heart of Cairo, Egypt and offers dedicated customer service, Inbound, and outbound sales, email response, live chat, Back office, and social media
The essence of our approach is to become immersed in your brand, and create deep engagement with your patrons. This knowledge, combined with the right people, repeatable processes, and aligned technology, allows us to deliver the precise level of engagement our customers desire.
We support many long-term relationships forged based on open communication, first-rate customer experiences, and branded customer service. Our goal is to change our conversation from Outsourcing to Partnership.
Who We Are?
As a leading provider of Contact Center Solutions world-wide with 45 years of combined experience in Business Process Outsourcing "BPO", Contact Center Source delivers quality, and cost-effective solutions for financial, telecommunications, Business-to-Business, Business-to-Consumer, Insurance, Health Care, Transportation, and Hospitality industries. Our enthusiastic, and effective labor resources, strategic work approach and professionalism deliver beautiful returns on your call center solution investment. With services, which include: technical support, debt collection, customer service, telemarketing, and back office support options Contact Center Source stands tall within its business, and prides itself in delivering distinguishable, measurable, and ultimately superior results.
Contact Center Source operates a fully equipped State of the Art Call Center in Cairo, Egypt which allows us to deliver our solutions around the globe. The clients we service include major corporations in the US, Canada, Australia, UAE, and the UK.
What We Do?
Contact Center Source provides a number of services which enhance, and compliment the various day to day business process of your company. Outsourcing through us will enable your organization to reach your existing and potential clients with a high-quality standard of service in a cost effective, and efficient manner. Our personalized and committed approach focuses on delivering services which are aligned with your organization’s values, and goals in mind. We work with you to develop, and implement a strategy which improves the productivity, efficiency, and results of your day to day business operations. We involve our client with the process of hiring, training, and monitoring their Cairo Team, with the vision that our office will be an extension of your Company’s Operations. Interested, and want to know more about how can we help you grow your business, feel free to contact contact us, and we will be more than happy to answer all your questions.
The right relationship. A Project Manager, hand-selected to ensure optimal operations for your Brand. Agents – or Brand Specialists as our associates are known – who are invested in promoting your Brand, and delivering an exceptional customer experience. Training by professionals that provides knowledge of products, processes, culture, and compliance. Executive leadership that is engaged with your business, and aligned to your interests. An infrastructure team with deep experience in operational design that leverages your level of Involvement in operations. A Proactive Partner who’s dedicated to bringing actionable insights to your attention that can enhance your Brand’s performance. A Vibrant Culture that fosters creativity, innovation and team spirit.
We collaborate with your team to deliver the systems, and workflow best suited to your business need. We establish a plan to ensure your Brand’s optimal operations. We provide; A governance model that features Executive Business Reviews, and Strategic Planning designed to deliver communication, accountability, and performance. A collaborative Implementation process that maps every aspect of integration with our knowledge of contact center operations. An implementation, and development team that includes veteran personnel certified in Customer Experience Management. Expertise in Customer Service, Order Management, Up Selling, Cross Selling, Back Office Support, and Social Media Customer Care that is provided via phone, email, chat and social media applications. Workforce Management that collaborates with you on recruitment, as well as forecasting, real-time monitoring, and scaling staffing needs. A Quality Assurance process that drives your team’s best performance and engagement. Performance Initiatives with an emphasis on service level attainment and Continuous Improvement. Product displays to support our Brand Specialists as they are immersed in your Brand. A program customized to your business need with a competitive cost structure based on our history of delivering value for our customers.
Contact Center Source has invested heavily in technology, security, and business intelligence. We feature an infrastructure based on the In house Custom Integrated Unified Contact Center application. Onsite engineering teams for the provision of skills-based automatic call distributor routing, callback, and transfer capabilities; self-service interactive voice response (IVR) options; and comprehensive reporting on program data, and KPIs. An expansion of capabilities to include artificial intelligence (AI), and chat bots. Our Quality Assurance platform, with Live Monitoring, Barge in, Whisper, Take over the call, disconnect the call, and real time call recording, QA scoring, forecasting, scheduling, adherence, and dashboard analytics. A highly tenured Technical Team with years of experience integrating third-party systems. Detailed, easily accessible, customized Reporting to include your required report structure, and key performance indicators. Business intelligence – analytics, focus groups, and customer surveys – that provides transparency to your operations, and the keys to continuous improvement. Secure hardened physical site, and technical infrastructure, including resilient connectivity.
WHAT OUR CUSTOMERS ARE SAYING ABOUT US?
Sales experience, tailored training, and quality are keys to our growth in the seasonal consumer products market. We extended our agreement years ago with Contact Center Soruce to provide both Sales and Customer Service support for our customers. The primary reason to outsource to Contact Center Source was that it allowed my staff to continue to focus on growing and improving our business while Contact Center Source maintained the high service levels our customers expect.
- President, BrandRep (Advertising/Online Marketing)
Contact Center Source has allowed us to successfully manage hourly service levels, reduce customer hold time, provide 247 coverage, and reduce labor costs. Contact Center Source's team has enthusiastically demonstrated a willingness to meet or exceed our expectations. Through consistent, timely communication and training, callers shopping with a Contact Center Source representative receive the same great service they anticipate and expect from a our internal representative.
- VP of Customer Service, Major eCommerce and Retailer
Outsourcing our inquiries, fulfillment and reservations through Contact Center Source has assured us that our customers are receiving our information in an efficient and timely matter, which has resulted in our staff being able to better focus on the promotion of our destination. The increased distribution, marketing partnerships, and visitor tracking have helped us target and attract more visitors to our Area.
- CEO, Convention (Tourism & Hospitality)