Egypt introduces call center licensing framework, 7 outsourcing firms accredited
CAIRO, EGYPT — Egypt recently introduced a transformative licensing framework to strengthen its position as a global leader in the outsourcing industry.
The initiative, announced by Minister of Communications and Information Technology Amr Talaat, grants licenses to seven major companies, including Vodafone International Services, Raya CX, Telecom Egypt’s Xceed, Concentrix, Capgemini Egypt, Genpact Egypt, and TTEC Egypt.
This move aims to enhance Egypt’s competitiveness as an IT offshore destination by fostering a robust regulatory environment and leveraging the country’s skilled workforce.
Strategic collaboration boosts outsourcing in Egypt
Talaat emphasized the strategic collaboration between the Ministry of Communications and Information Technology (MCIT) and outsourcing companies.
“Outsourcing is a massive global industry,” he noted, adding that over 200 international firms currently operate in Egypt’s outsourcing sector.
The initiative reflects Egypt’s commitment to creating a supportive ecosystem for businesses while addressing the industry’s challenges.
Advanced technologies to enhance call center operations
The new framework incorporates advanced technologies such as Voice over Internet Protocol (VoIP), allowing companies to streamline their operations and deliver high-quality services to international clients. To simplify processes, the National Telecom Regulatory Authority (NTRA) will act as a single point of contact for outsourcing firms seeking government approvals.
Eng. Mohamed Shamroukh, Executive President of NTRA, highlighted that the framework aligns with international standards and enables companies to adopt cutting-edge communication tools for seamless cross-border operations.
He added that this framework allows specialized companies to adopt the latest technological means that support cross-border communications smoothly and effectively.
Regulatory framework aims to attract global investments
The licensing initiative is part of broader efforts by NTRA and ITIDA (Information Technology Industry Development Agency) to attract foreign investment into Egypt’s ICT sector.
ITIDA CEO Eng. Ahmed El Zaher emphasized that this framework boosts investor confidence by enabling BPO companies to leverage advanced technologies while fostering job creation within Egypt’s growing digital economy.
Boosting job creation and digital economy growth
In 2023 alone, more than 10 new companies applied for call center licenses under NTRA’s regulatory framework, signaling increased global interest in Egypt’s outsourcing potential. These developments are expected to create numerous job opportunities for Egyptian youth while accelerating the country’s digital transformation efforts.
With its skilled labor pool, competitive advantages, and supportive regulatory measures, Egypt is poised to attract additional investments and solidify its reputation as a top-tier outsourcing destination globally. The new licensing framework represents a critical step toward sustainable growth in this dynamic sector.
