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Refky Discusses RAYA CX’s Digital Transformation Leap with ICT Business

As RAYA Customer Experience (RAYA CX), one of RAYA Holding subsidiaries, has acclaimed both domestic and international leadership in providing outsourcing services to customers worldwide, it is fair to say that this is due to its progressive and technological infrastructure as well as its highly professional calibers, asserting themselves amongst global companies in the industry.

In his interview with ICT Business magazine in June 2021, Ahmed Refky, RAYA CX’s CEO, showed the tremendous leap that the company plays in Egypt’s mission towards achieving digital transformation. Highlighting some of the exceptional privileges that Egypt has when it comes to providing outsourcing services summarized in the numerous qualified graduates, having an abundant bilingual and multilingual talent pool, as well as Egypt’s solid infrastructure, all of which have given the country a competitive advantage, turning the wheel of global companies outsourcing needs towards Egypt over India and Philippines.

The ‘Al-Sisi Builds The Digital Republic of Egypt’ edition of the ICT Business magazine also shed light on RAYA CX’s statistics, reflecting on the progressive enhancement of digital services. It was stated that digital services make 42% of all the provided services, whereas voice services represent 58% this year, compared to 90% in the previous year with only 10% digital services.

Refky has discussed with the magazine RAYA CX’s ambitious strategy in the upcoming period, asserting that it has three integral cornerstones. First, to focus on improving brand loyalty. Second, to progress the digital infrastructure of the company. And third, to expand services through the acquisition of other companies worldwide. He also added that the company’s wealth lies in its human calibers, saying:

“We’ve developed multiple training programs for our existing employees and the newly-hired ones to ensure that the quality of the services we provide is up to the global standards. I believe that our people are the integral element in our success equation in the outsourcing industry, and that’s why we have been working on applying ‘Employees Happiness’ programs to ensure their satisfaction that is surely reflected on their performance, and in turn, affecting the customers’ satisfaction.”

Earlier this year, RAYA CX was selected by the International Association of Outsourcing Professionals (IAOP), based in the USA, to join the 2021 Global Outsourcing 100 list, as one of the world’s best outsourcing services providers. This global achievement further builds on the company’s significant contributions to the outsourcing industry, not only in Egypt but worldwide as well. It is noteworthy to mention that RAYA CX won the Gold Award for CX in Times of Crisis and Silver Award in CX Team of the Year at one of the most competitive Gulf-based awards, Gulf Customer Experience Awards (GCXA) ‘21.

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