Global businesses continue to show an increasing appetite for BPO, driven by pressures to restructure their businesses, respond faster to market conditions, and streamline operations. IDC forecasts rapid global growth of the BPO segment through 2020.
Egypt is well established as a regional hub for contact center outsourcing, with several major operations with over 1,000 seats, numerous small firms existing within the country, and a total customer care labor pool of 83,230 professionals.
The customer care industry is expected to expand at a CAGR of 16.2% between 2017 and 2020. Other BPO segments are also expected to perform well going forward. For example, Egypt's HR, finance, and procurement segments are all projected to grow at a CAGR of around 10.3% through 2020.
Egypt has a broad base of skilled, multilingual professionals, making the country an attractive and low-cost hub for contact centers servicing Western markets and the Arabic-speaking world. Several contact centers support US, European (French, German, and Russian), and Asian languages, enabling them to compete more broadly.
Countries throughout MEA also provide opportunities for Egyptian BPO exports. For example, Turkey, Saudi Arabia, the UAE, South Africa, Nigeria, and Kenya are all home to large and medium-sized customers of outsourced BPO services from Egypt.
Source: International Data Corporation “IDC”