The first goal is to overcome negative perceptions in North America about Egypts stability, which are due to its geographical location. While it remains one of the most stable countries in the Middle East, there are concerns about terrorism and the safety of Western business people. However, our most recent survey of preferred offshore locations among contact center managers showed a noted improvement in Egypts positioning.
For the second goal, Egypts contact center sector needs to promote its ability to deliver services in North American Spanish. The US Hispanic market is gaining importance in terms of both size and purchasing power, and if CRM outsourcing vendors are to be lured into Egypt there must be confidence that both North American English and Spanish can be handled at an advanced level. Here the government has a major role to play in terms of enhancing the foreign language educational footprint and infrastructure.
Should these two areas be engaged in a coordinated manner, Egypt has a substantial opportunity to enhance its position as a location of choice and eat into the lead its competition enjoys.
The writer is an Ovum analyst.
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