Whereas the National Telecommunications Regulatory Authority of Egypt (NTRA), pursuant to Law No.10 of 2003 on Telecommunication Regulation, is the sole entity authorized to regulate telecom sector through implementing the policies set to develop and disseminate telecommunications, in different types, in line with the recent technology thereof, and to ensure all the requirements of individuals, and corporate, productive, administrative and servicing sectors are met with respect to telecom services, and at the most affordable prices, and to encourage investment on non-monopolistic basis under the umbrella of free and open competition among national and international expertise, guaranteeing the transparency of information, provision of inclusive services and protecting user-rights;

Whereas NTRA is the sole entity authorized to grant licenses and permits to companies or organizations wishing to provide and/ or operate telecom services, or work in telecom sector, and oversee and track the performance thereof, and set the general rules to ensure legitimate competition;

And due to the significant progress witnessed in outsourcing call centers across the Arab Republic of Egypt, with a market size of more than EGP 1.6 billion per annum achieved by the industry of exporting technological service via Business Process Outsourcing (BPO), especially call centers, technical support, data/ content management, software/ app support, consultancy and training, and search engine support services, it is worth noting that Egypt aims to achieve a further progress with a twofold increase in revenues coming up at EGP 3 billion per annum.

Whereas call centers’ outsourcing is deemed a developed and promising field within the Arab Republic of Egypt, a home to several multinational, pioneering and professional corporations of business outsourcing worldwide, and whereas Egypt enjoys a distinguished geographical location and highly-trained manpower available for relatively low wages than many countries across the world, Egyptian cadres also master many foreign languages and dialects than their counterparts in many other states;

In line with Egypt’s Vision 2030 and Sustainable Development Goals (SDGs), NTRA studied the impediments to said business, most importantly the high cost of the international calls required for call centers to operate, and thereafter came up with methods to drive service development for call centers within Egypt and overcome obstacles.

In witness thereof, NTRA decided to establish a Call Center Framework in the Arab Republic of Egypt, pursuant to the terms and conditions of Law No. 10 of 2003, on Telecom Regulation.

You can review Call Centers Framework via: