Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest...
Transcript of Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest...
![Page 2: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/2.jpg)
Our Topics
![Page 3: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/3.jpg)
54
Riadaa Group ........................................................................ 6
Our Roots ...................................................................................... 8
Our Progress ................................................................................. 9
Etisal World ........................................................................... 10
Overview ........................................................................................ 12
Our Aim, Perception and Standards ......................................... 13
Global Footprint .......................................................................... 14
Our Communication Centers .................................................... 15
•CommunicationCenterFeatures........................................................ 15
Our Power ..................................................................................... 16
•SkilledPeople................................................................................. 16
•LanguageSkills............................................................................... 17
•Training......................................................................................... 17
•QualityAssurance............................................................................ 18
•Scalability....................................................................................... 18
•Technology..................................................................................... 19
•Processes....................................................................................... 21
Sourcing Strategies ..................................................................... 22
Certifications and Accreditations ............................................. 23
We speak all languages .............................................................. 24
Fact Sheet ...................................................................................... 25
The Business that we offer ......................................................... 26
•ContactCenterServices ................................................................... 26
•BPOServices .................................................................................. 28
•ITOServices.................................................................................... 29
•HROServices.................................................................................. 30
Performance Excellence ............................................................. 33
•Industriesthatweserve...................................................................... 33
Global Presence ........................................................................... 34
•WhyKingdomofSaudiArabic(KSA)?................................................... 34
•WhyEgypt?...................................................................................... 36
•WhyIndia? ....................................................................................... 38
Our Journey of success ................................................... 40
Our Partners of Success ............................................................... 44
![Page 5: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/5.jpg)
98
Our RootsRiadaaGroupfoundedin1998asanOperationandServicecompanyproviding
highquality,professionalservicesandconsultationservices toawiderangeof
clientsindifferentindustrysectorsregionallyandglobally.
Withadiversifiedapproach;thegroup’saimistobecomealeaderinthefield
ofOperations andProfessional Servicesproviding its clientswith valueadded
services thatwillcontribute to itsgrowth.
RiadaaGrouphasevolvedsince1998coveringthebelowlinesofservices:
Our Progress
Riadaa Co. for Operationsand Marketing Services Hands-On Management
and ConsultingRadiaa security services Etisal Saudi Arabia Etisal Egypt Etisal India
500 EMPLOYEES
1998 2001 2004 2008 2008 2013
2000 EMPLOYEES
4000 EMPLOYEES
Topics
Riadaa Co. for Operationsand Marketing Services
Riadaa Co. for Construction
Hands-On Management Consulting
Solving Efeso Strategy in Action
Riadaa Logistics
Radiaa security services
Etisal InternationalGroup
![Page 7: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/7.jpg)
1312
OverviewEtisal International foundedin2003-becameanewmemberofRiadaaGroup;wewereestablishedastheCallCenterarmofthegroupintheKingdomofSaudiArabia(KSA),anditsfirstdedicatedServiceProvider.In 2008 Etisal International Egypt started operating,and since then, we became the principal ContactCenter,withafocusonourclients’corebusiness:byprofessionally handling their customers’ contacts viaphone,fax,e-mail,webandSMSutilizingstate-of-the-art technologies.EtisalInternationalemployshighlyskilledprofessionalstaffs,whoinreturn implementoptimizedprocesses’blendedwithglobalqualitystandards,whichisalwaysrewardedbyourclients’satisfactionrates.
Our AimAgloballeading&dynamicBusinessPartnercommittedto providing Innovative outsourcing services whichenablesourpartnerstoFocusontheircorebusiness.
Our PerceptionAtEtisalInternational,weprovidevalue-baseddistinct&innovativeOutsourcing,Contact centre and BPO services to ensure an outstanding customerexperience.Wehighlyfocusonourcommitmenttoquality,valueourclients,value our human capital, Implement best practices, and provide State-Of-the-Art technologies to ensure continuous high customer satisfaction levels.
Our StandardsWeapplyexcellencetoallofourinternalandexternalactivitiestocontinuouslyensure:• Transparency• Flexibility• Integrity• Passion• Exceedingourclients’expectations• Applyingglobalqualitystandards• Passionate with the willingness to always exceed our clients’expectations
Topics
![Page 8: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/8.jpg)
1514
Global FootprintWithatotalcapacityofalmost3,500expandablemulti-mediacontactcenterseatsand4,200employeesintheETISALInternationalgroup;EtisalEgyptservesglobalclientsutilizing2,200seatswiththecapacitytoexpand,whileEtisalKSAservestheMiddleEast&GCC(GulfCooperationCouncil)regionsutilizing1,000seatswiththecapacitytoexpand.Lately;EtisalIndiaservesglobalclientsutilizing300seatswiththecapacitytoexpand.
ETISAL EgyptServingGlobally2.200seats
Capacitytoexpand
ETISAL IndiaServingGlobally300seats
Capacitytoexpand
ETISAL KSAServingKSA&GCCregion
1.000seatsCapacitytoexpand
Our Communication Centers
Etisal International in Egypt has the largest contactcenterseatingcapacity(2,200seats)withapproximately1,800employees-Withthreeredundantrunningcontactcenter facilities inCairo; Facility 1 occupies 750 seats;Facility 2 occupies 250 seats while Facility 3 occupies1,200 expandable seats.
Etisal International KSAhas a total seating capacity of1,000 contact center seats with approximately 2,200employees -With two redundant facilities;Facility1 inJeddahoccupies650expandableseats,andfacility2isin Riyadh occupies 350 seats.
Etisal International Indiahasa totalseatingcapacityof300 expandable seats inHyderabad
CommunicationCenterfeatures
EtisalInternationalfacilitiesconsistofstate-of-the-artContactCenterswithDisasterRecoveryonline (DR)optionsandoverflowsmechanisms.All facilitiesareselectedtoensureproperaccesstopublictransportation,proximitytodowntownareas,wildopen spaces and contained zones, access control management, open terrace orspacesforcafeterias,trainingfacilities,andrecruitmentcenters.
OnShoreDelvieryCenters
GlobalChannels/Alliances
Topics
![Page 9: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/9.jpg)
1716
Our Power
Skilledpeople
Etisal employs highly skilled college graduates, experienced & dedicatedprofessionals in theContactCenter industry -who are selected accordingto multiple stages of cross-functional interviewing and assessment (IQ,computerskills,typingskillsandlanguageskills)Ensuringproperutilizationof various experiences skill sets in each and every industrywe serve.
SkilledPeople
LanguageSkills
Training
QualityAssurance
ScalabilityProcesses
Technology
SkilledPeople
LanguageSkills
Training
QualityAssurance
Scalability
Technology
Processes
LanguageSkills
Because the education system in Egypt provides a labor pool with multilingualcapabilities in different languages.We currently support our voice and non-voiceservices covering the six continents from our global delivery centers - with highfocusonEnglish,French,German,Spanish,Italian,andArabic;ETISALInternationalsupports other languages.
Training
Through a teamof dedicated trainers& instructors; ETISAL International TrainingCenters develop and conduct training tracks to all our agents and employeesfor eachproject separately; this enables theagents tohavea full comprehensiveviewof theprojects,and toprofessionally represent theclient through theircalls.Trainingcontinuouslycoverssoftskills,culturaltraining,productknowledge,processorientation and technology usage.
Topics
![Page 10: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/10.jpg)
1918
QualityAssurance
Etisal International isan ISO9001-2008certifiedcompanyenablingsystemizationofallofourbusinessprocesses togenerateconsistentqualityofservice ineverytransaction.In addition to ourQualityManagement Systems throughthe implementation of ISO; Our Quality Control functionmonitorsallcallstoensurequalityofservices.Thecontinuouscalibrationofourqualitymonitoringresultswiththeclient’squality team is embedded into our quality monitoringprocesses to ensure complete alignment of the contactcenteroperationtothesettargetsandobjectivesmeetingtheclient’sbusinessneeds.Currently;ETISALInternationalisexecutingthelatestversionofCOPC(CustomerOperationsPerformanceCenter).COPC isbuilt todrive significant&sustained improvement to increase customer satisfaction,reducecosts,buildrevenuesandimproveservice&quality.
Scalability
EtisalInternationalhasongoingcapabilitiestoscaleupitscontactcenteroperationsto accommodate current and future needs of its clients. This is driven from ourprinciplesof“flexibility”toensureseasonalandorganicgrowthofouroperationstosuitvariousbusinessneedsandexpansions.
Technology
ETISALInternationaloperationisbasedonthenextgenerationofCISCOcontactcenter solutions & technology. With consistent provision of ACD, IVR, QualityMonitoring,Recording,Dialers,Multimediatransactionsandopenarchitectureforintegrationandinterfacing;ETISALInternationaloperationsisafullredundantsetupofPBXs,connectivity,Internetandredundantfacilitieswithinthesamecountryandacrosscountries;toensurefulldisasterrecoveryfeaturesandoverflowmechanisms.ETISAL International applies state-of-the-art solutions to provide new innovativeoptionslike:UnifiedIntelligenceCenters,SocialMinor,VideoKiosksandMultimediaresource control.
CRM(CustomerRelationshipManagement)Depending on the project business needs we either use our client’s CRMapplicationsviasecuredVPN(Virtualprivatenetwork)connectivityorutilizeourowncustommadeCRMsuiteofmodules tomanage thedailycontact-centertransaction for each project.
Topics
![Page 11: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/11.jpg)
2120
MultimediaCapabilitiesEtisalsupportsalltypesofcontactmedia-suchasphone,fax,email,SMS,webchat,webmail,videokiosks,webcollaborationandwebcallbacks.
InformationAccessTo increase our clients’ confidence in ourservices&operationsandinordertoprovidean effective & fast tool to access all relatedoperational and business information; Etisalpermits online access to reports (online/historical)aswellasvoicerecordingsforallofits project via custommadepowerful portalsfor each client.
InformationSecurityEtisal International maintains extreme securitymeasures including external system protection(virusscan,cascadedfirewalls,hackdetection),physical security through access control doorsand internal data security measures (grouppasswordpolicy,strictpermissionspolicy,email,etc).Alloftheappliedmeasuresareestablishedandreviewedperiodicallytosafe-guardalloftheclients’ data and information.
TechnologiesAttributes FullIVRSolutionsFullDialerSolutions PredictiveDialingPreviewDialing ProgressiveDialingFullCallRecording Solutions SMSSolutions&ProgramsEmailCollaboration ChatCollaborationFaxManagement FullDialerSolutions PreviewDialing FullCallRecordingSolutions EmailCollaboration FaxManagement
TechnologyDetails Autogreeting Unifiedintelligencecenter(ReportingDashboards)-webbased SocialMinor(SocialMediaintegration) VideoCalls VideoKiosks MultimediaResourcecontrol(Speechrecognitionandtext- to-speech)
Processes
ETISAL International applies a consistent implementationmethodology as astandard process for launching new projects and for the ongoing change-management of existing projects, in addition to projects expansion. Suchmethodologyisajourneyonitsown;startingfromprojectdefinition&planning,processassessment,knowledgetransfer,transition,sitereadinessandendingwiththeprojectlaunch.Moreover;ETISALInternationalconsistentlydevelops,executesandmeasurestheperformanceofmorethan120differentprocesses/approacheswithin14differentfunctions.
Topics
![Page 12: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/12.jpg)
2322
Certifications and Accreditations
Customer operation performance center managing any kind ofcustomeroperationssuchascontactcenter,VMOorBPOorganizationrequiresgreateffort.Theorganizationperformanceobjectivesshouldbemetwhileprovidingsuperiorservice,oftenwhileasmallerstaffandareducedbudget.
ThisiswhereapplyingCOPCdrivessignificantandsustainedimprovementtoincreasecustomersatisfaction,reducecosts,buildrevenueandimproveserviceandquality.EtisalInternational is in theprocessofCOPC2000®CSPcertificationwhichconsideredasthehighcustomeroperationcertificateprovidingitsenduserswithfirstclassservicesmeetingtheglobalquality.
ISO9001:2008setsoutthecriteriaforaqualitymanagementsystem.Itcanbeusedbyanyorganization,largeorsmall,regardlessofitsfieldofactivity.InfactISO9001:2008isimplementedbyoveronemillioncompaniesandorganizationsinover170countries.The standard is based on a number of quality management principles including astrongcustomerfocus,themotivationandimplicationoftopmanagement,theprocessapproachandcontinualimprovement.UsingISO9001:2008helpsensurethatcustomersgetconsistent,goodqualityproductsandservices,whichinturnbringsmanybusinessbenefits.
Sourcing StrategiesBecausewehighlyfocusonour“principals”;wegreatlydependonourflexibilityandhenceprovidevarioussourcingmodelstosuitourclient’sbusinessneedsandmodels
Our flexible sourcingmodels spans from the fullOut-sourcing of our client’soperationsinoneofourcontactcenterfacilitiesgovernedbyourfullresponsibility
ofservicelevelsandprojectKPIS.TotheotherextremeofIn-sourcingourhumancapital,management,technologyandprocessesinsideourclient’spremises.
AsforourCo-sourcingmodels;itcanalwaysbeamixandmatchoftheabove.
Sourcing Strategies Out-sourcing
In-sourcing
Co-sourcing
Topics
![Page 13: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/13.jpg)
2524
We speak all languages
Languagesupported
MultiLingualsupportEnglish-ArabicFrench-Arabic-EnglishFrench-ArabicGerman-Arabic-EnglishGerman-ArabicUrdu-English
CountriesservedMiddleEast-Africa-USA-UK
Arabic English French German Spanish Italian Urdu Others
Saudi UK German Italy OthersFrance Spain India
Egypt USA Pakistan
GCC
Fact Sheet
ProvenbestpracticesincontactcenterandBPOformorethan10years.
Handlinganaverageof4millionvoice&nonvoicetransactionsonmonthlybasis.
DeliverycenterslocatedinKSA,EgyptandIndiawithglobalbusinessrepresentativesinUK,USAandAustralia.
Providingready-made&custommadecontactcenterandBPOservicesfor20differentindustrysectors.
Directinganaverageof4,000skilledmultilingualagents.
ISO9001-2008Certified.
CurrentlyservingMiddleEast,GCC,Europe,USAandAustralia.
Utilizingatotalcapacityof3,500multi-mediaexpandablecontactcenterseats.
COPCCertified.
Servingmorethan50variousclientsglobally.
ActiveDisasterRecoverysetupwithineachdeliverycenterandacrosscountries.
FollowingITILguides.
01
05
09
02
06
10
03
07
11
04
08
12
Topics
![Page 14: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/14.jpg)
2726
The business that we offerEtisal International acknowledges that customers deserve nothing less butexcellentservice;infacttheydeserveastepbystepwell-informedexperience.Witheverycustomerinteractionwedeliveranexceptionalexperience,whetherviaphone,fax,orlivechatoranyothermultimediatransaction;toanswerqueries,complaintsandtrackvarioustransactions.
ContactCenterServices:TheContact Centre ismerely a customer interaction centre, a central point of ourorganization from which all customers are managed. Our Company’s RelationshipManagement (CRM) team-profiles, tracks and gather data, before the Customer’scall is routed to a specializedagent for further assistance.We resolve and respondprofessionallytoallinquiriesordisputesthatcustomershavethroughthetelephone.Fromthatpointonwards,wehandlethe360degreesofourclients’customerstoensurethatwearesufficientlyprovidingCustomerAcquisitionservices,CustomerCareservicesand Customer Retention.
CustomerAcquisition
General&ProductInformationlines
ResponsetoAdvertisement
Inbound/Outboundtele-sales
OrderTaking&processing
Leadgeneration
Appointmentsetting
DataManagement(Building,profiling&
Validation)
Up-selling&Cross-Sellingprograms
MarketingSurveysExecution
B2BSalesPrograms
Customer Care
WelcomeCallsPrograms
CustomerServices
Help-DeskServices
ComplaintsManagement
MaintenanceScheduling
AppointmentSetting
LocationServices
BillingServices
SubscriptionManagement
DataManagement(Building,profiling&
Validation)
CustomerRetention
LoyaltyProgramsExecution
CustomerRetention(Anti-AttritionCalls)
CustomerSatisfactionSurveys
DebtManagement
SubscriptionRenewals
The business that we offer
Contact Center Services
BPO Services ITO
Services
HRO Services
Topics
![Page 15: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/15.jpg)
2928
BPOServices(BusinessProcessoutsourcing):Tocomplementourcontactcenterservices-voiceserviceswedeliverawiderangeofnon-voiceservicesthataredesignedtocaterforback-officeservicesandtransactionalserviceswithinthedatamanagementandtransactionprocessingdomains.
Data Management
Services
DataCollection
ScanningManagement
DataEntry
DataProcessing
DataProfiling
DataValidation
Transaction processing
services
EmailSupportServices
ChatSupportServices
FormsandApplicationsProcessing
ClaimsProcessingServices
TransactionProcessingServices
ITOServices(Informationtechnologyoutsourcing):ITO(ITOutsourcing)isafastgrowingdomainandwecaterforsimpleprovisioningoftechnicalsupportservicestocomplexhierarchyoftechnicalsupportvariouslevelsandinfrastructureoutsourcing.
Infrastructure Outsourcing
Technical Support services
ParkingModels
SeatsRental
InfrastructureRental
Remote/ExtendedInfrastructureServices
OverflowServices
CRMApplicationsOutsourcing
OrderManagementApplicationsOutsourcing
ITHelpDesk/ServicesDesk
TechnicalSupportLines(1st,2nd,3rd…etc)
3rdlinesofsupportintegration
IncidentManagement
K-baseManagement
TicketsManagement
ComplaintsManagement
Topics
![Page 16: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/16.jpg)
3130
HROServices(Humanresourcesoutsourcing):TheHRoutsourcinghasevolvedoverthelastdecadeandwillcontinuetodoso.HR
Outsourcingallowscompaniestooffloadworkthatisn’tpartoftheircorebusiness;
suchasPayroll,C&BManagementTraining,RetrainingandCareerDevelopment.
Itcanalsoberesponsibleforemployeeandlaborrelations,businesspartners,data
collectionandpersonnellegalissues.WeprovideawiderangeofHROutsourcing
Services - starting fromtheStrategicManagementanddirectionsof theHRpool,
TalentAcquisition.Reachingtheon-goingmanagementofmonthlypayrollandother
services.
HR Strategy
TalentAcquisition
Payroll&
Administration
HRStrategySetting
HRStrategytransformation
HRServiceDelivery
Models
OrganizationStructureDesign
ProcessDesign
PAsystemSetting&Implementation
HRAudit
HRScorecards
CareerPathPrograms
Assessmentprograms
Sourcingprograms
CandidatesPre-Screening
RecruitmentManagement
HiringManagement
RetentionManagement
CVInventoryServices
SkillSetsInventoryServices
PeaksManagement
AttendanceManagement
LeaveManagement
PayrollProcessing
C&BManagement
HealthCare/MedicalInsuranceProgramsManagement
SocialInsuranceManagement
GeneralEmployeeRelations
SpecialBonus/IncentivesManagement
Topics
![Page 17: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/17.jpg)
3332
Performance Excellence
Industriesweserve:EtisalInternationalservesawiderangeofclientwithproventrackrecordinindustries.Weprovidetheclientswiththebestandprofessionalsolutionsenhancingtheirbusinessandmaintaininghighqualitystandards.
Telecommunications InformationTechnology(IT) Banking&FinancialServices
Automotive Transportation AirLines
FMCG FastFood Pharmaceutical
HealthCare ConsumerElectronics WhiteGoods
Manufacturing Government Utilities
Education RealEstate Retail&Distribution
Oil&gas Hospitality&Tourism
Topics
![Page 18: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/18.jpg)
3534
Global Presence
WhyKingdomofSaudiArabic(KSA)?
Thedeliverycentersweoperate fromKSA(Jeddah,RiyadhandDammam)aremainlydesignedtoservetheKSA,theGCCregionandanyotherArabNation.MainlyforthenativeArabspeakersthatareemployedwhoareculturallyclosetotheArabcultureandalsofortheproximitytomostoftheArabcountriesintheMiddleEastandGCCregions.BecauseofthehighstandardoflivinginKSAandtheGCCarea;ouroperationsinKSAaredesignatedtoservicetheon-shoreandnear-shoreclientswithinKSAandtheGCCareastosuitrelevantbusinessneedsandculturalproximity.Yet, tohaveamoreeconomical costofoperations;weprovideourservicesfromEgyptandIndiawhoarebothlocatedontheglobalmapofcontactcenterandBPOprovidersgloballywithIndiarankednumber1andEgyptrankedwithinthefirst10providers.
KSATopics
![Page 19: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/19.jpg)
3736
WhyEgypt?
Egypt is consideredasaworld-classdestination for IT,ContactCenterandBusinessprocessoutsourcing;mainlyforcostsavingreasons.Egyptiansareabundantlytechnical,skilledandareuniquelymultilingual.Egypt’sgeographical location isstrategicand isnaturallyatthecrossroadsofEurope,AsiaandAfrica.
1)AbundantandMulti-lingualtalentsupplyEgyptisthesecondtalentedpoolamongstoff-shoringdestinationsintheEMEAregionandisthelargesttalentpoolamongstallArabicspeakingcountries.Approximately31,000fluentstudents in theWesternEuropean languagesgraduate fromEgyptianuniversitieseveryyear.BesidestheArabicandEnglishlanguages,manygraduateandarefluentinFrench,German,SpanishandItalian.
2)CompetitivecostEgyptisonethemostcompetitivelocationsincostsavingsforservicedeliverycentersintheworld.EgyptisalsomorecosteffectivethantheEasternEuropeanandIndianmodule,aswellasprovidingexceptionalandhighprofessionaltalentedresources.
3)Afriendly/strategiclocationEgyptisanidealplaceforIT,contactcenterandBusinessProcessOutsourcing;becauseofitsstrategiclocation,highqualityoflivingstandardsandfriendlyenvironment.
4)FavorableBusinessEnviromentThepaceofreformshasacceleratedoverthepastyearsmakingEgyptquiteattractiveforforeigninvestments.
-ThecostofBusinessstart-uphasreducedinEgypt.-Incorporationtimeslashedtoanaverageof72hours.-Ourone-stop-shopsituatedatvariouslocationsthroughoutthecountry.-Newcommercialcourtsystem/anti-moneylaunderingandanti-trustlawsimplemented.-Egypt’sannualInflationrateinJanuary2013became6.27%from8.60%inJanuary2012.
5)OngoinginvestmentandsupportWith an on-going successful partnership, investment and support between theEgyptianMinistryofCommunicationsandInformationofTechnology(MCIT)andtheprivatesector,ITIDAreportingtoMCITisalsoresponsiblefordevelopingITinEgypt,whichinreturnattractssignificantforeigninvestmentstoEgypt.
EGYPTTopics
![Page 20: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/20.jpg)
3938
WhyIndia?
Indiaisthemainattractiondestinationforoutsourcing,forthereasonofitsunbeatablevalueproposition:PQR(Productivity,QualityandRate)factor.Keydriversofglobaloffshoring, alongwith India’s strengths are continuing to add fuel to India’s ITES(InformationTechnologyEnabledServices.) –BPO (BusinessProcessOutsourcing)growthengine.Someofthesedriversinclude:
1)FocusonMarginsandCostPressuresOutsourcingtoIndiahashelpedcompaniesachieve40-50%costsavings.
2)GrowingDemandforPremiumSkilledWorkforceIndiahasalargepoolofeducated,highlyskilled,Englishspeakingmanpower.ThishasplacedIndiafavorablyoverotheroffshorelocations.
3)GlobalQualityAccreditationsIn an increasingly competitive economy, customers demand and expect highestlevelsofquality.IndianvendorsarequalitycentricandhaveadoptedseveralindustrystandardssuchasSEI-CMM,ISO,TQM,6SigmaQualityandCOPC.
4)SecuredEnvironmentforBusinessestoOperateIndiancompaniesaswellasthegovernmenthavebeenproactiveintakingappropriatestepstotacklesecurityconcerns.ManyIndiancompaniesareawareofandareoptingfor internationalsecuritystandardssuchas ISO17799,BS7799,COBITand ITSM.NASSCOM.The Indiangovernmenthas laid the foundation for the required legalframework.TheITAct,2000includeslawsandpoliciesconcerningdatasecurityandcybercrimes.OtherthanITAct,theIndianCopyrightActof1972dealswithcopyrightissuesincomputer programs.
INDIATopics
5)IncreasingFocusonCoreCompetenciesThe need to focus on core proficiency to remain competitive is driving morecompanies tooffshoreoutsourcing.Off shoringhelps free up resources andhelphighermanagementfocusoncorebusinessrequirements,offshoringalsoallowsforaccess to new technologies and talent to help strengthenbusinessofferings.
![Page 22: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/22.jpg)
4342
Industry best practices.
Flexible sourcing models
Regional & global coverage.
Localized and overseas disaster recovery
solutions.
Cost effective locations
Global quality standards & norms.
Multilingual capabilities for EMEA, BRICS &
APAC coverage.
Our Journey of success comes from:
Topics
![Page 23: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/23.jpg)
4544
Our Partners of Success
Telecommunication&IT:
BankingandFinancialservices:
CustomerElectronics:
Automotive:
FMCG&FastFood:
Governements:
PharmaceuticalandHealthCare:
Topics
![Page 24: Our Topics - 3.imimg.com International is an ISO 9001-2008 certifiedcompany ... executing the latest version of COPC ... Arabic English French German Spanish Italian Urdu Others](https://reader034.fdocuments.net/reader034/viewer/2022051801/5add84a77f8b9a9d4d8d437a/html5/thumbnails/24.jpg)
Etisal International - Saudi ArabiaP.O. Box 24011, Jeddah 21446, Jeddah, Saudi Arabia Telephone: +966 (2) 650 7777 Fax: +966 (2) 657 7733
P.O. Box 8146, Riyadh 11482Al Izdihar District, Riyadh, Saudi ArabiaTelephone: + 966 (11) 4940606Fax: + 966 (11) 4561297
Etisal International - EgyptMisr Travel Tower, Abbassia Sq.,Cairo,EgyptTelephone: +202 24887000 Fax: +202 24887001
Maadi:Cairo Contact Centers Park, Maadi
Etisal International India Pvt. Ltd.Office# 255, Second Floor,Spaze Edge Sector 47, Sohna RoadGurgaon, Haryana, IndiaTelephone: + 91-124-4765680/81
Topics