VXI Global Solutions empowers talent in Egypt by providing opportunities in emerging
markets, focusing on leveraging local skills for global business
success.
LOS
ANGELES, May 22, 2024 /PRNewswire-PRWeb/ -- With a
skilled, multilingual workforce, modern infrastructure, and a
supportive business environment, Egypt has become an ideal offshore outsourcing
destination.
"Egypt is
a vibrant hub for both U.S. and European-based businesses." -
Ahmed Bahgat, VXI's VP of Operations
for Egypt, the Middle East, and Africa
Ahmed Bahgat, VXI's VP of
Operations for Egypt, the
Middle East, and Africa, has witnessed firsthand how technology
and workforce development initiatives have transformed the country
into a premier and multilingual outsourcing hub. In the following
interview, Ahmed shares his thoughts on Egypt's talent advantage, the role of AI, and
how to empower a new generation of workers.
Question (Q): Ahmed, thank you for joining me today. One of my
favorite questions to ask leaders in our space is how they got
started. What led you to the BPO industry initially?
Ahmed Bahgat (AB): Although my
career began as a software engineer, I quickly realized the reality
of sitting behind a desk and coding wasn't for me. I've always
loved gaming, so when it was time to make a career change, I
decided to take a role as a customer service agent for one of the
world's largest gaming brands here in Egypt. Initially, I considered it a temporary
position, but gaming was something I loved, and being able to help
customers through my own passion was personally fulfilling.
Between my engineering degree and my knowledge of the player
experience, I was able to excel in a technical support role. One
promotion led to another, and before I knew it, I was managing a
multilingual site providing support services in over eleven
languages. It's an industry that is always evolving, and in a
leadership role, I've been given the privilege of growing the
careers of others, which continues to inspire me daily.
Q: How has your career progression influenced the way you
position the employee value proposition to others? What's most
important when it comes to engaging and empowering the talent in
Egypt today?
AB: That's an important question. Our business is increasingly
technology-led, but people are still the driving force behind
building meaningful brand connections. We have to recognize that we
are dealing with a new generation and a different mindset. It's
essential that we provide our employees with challenging work that
engages their minds and encourages creativity.
Routine tasks without room for innovation or sharing opinions
won't cut it. For Generation Z, building an employee value
proposition around career progression, personal development,
purpose, and a sense of achievement will be key. We need to
understand their expectations and ensure they feel valued to retain
them.
As experts in experience management, our goal should always be
to capture hearts and minds vs. scaling more "butts in seats." I
advise new professionals entering this space to come in with an
objective. It's a fast-growing business and we promote from within.
Once they know what they want, we build our operating model around
helping employees achieve their goals.
Q: How do you think AI will help elevate and empower the
employee experience?
AB: I remain very optimistic about the impact of generative AI
on our business. Embracing automation and enabling employees to
take on more creative and valuable roles is a positive trend and
one that could solve the industry's biggest pain point –
attrition.
By shifting mundane tasks to technology, we can unlock the
potential of our workforce. In Egypt, out of our 540,000 annual university
graduates, over 30% are multilingual, and more than 50,000 have an
IT background. Our talent base is scalable, but more importantly,
it's able to grow in terms of capability and skill.
By automating the low-value contact drivers, more of our
graduates will be able to use their talents and education to focus
on higher-value tasks like digital enablement and data analytics.
Everyone talks about AI replacing the need for live support, but I
believe an agent's role will evolve alongside technology, unlocking
a stronger employee value proposition. I'm excited to work with
some of VXI's client partners to demonstrate the power of an
AI-assisted workforce here in Cairo.
Q: Egypt is now considered one
of the fastest-growing offshore destinations in the world. What
advice would you give to a company outsourcing here for the first
time?
AB: Egypt has a lot to offer,
and it's continuously ranked as one of the premier offshore
outsourcing locations. As I've mentioned, our country's greatest
asset is its thriving labor force of young, competent rising
stars.
That said, companies that do well here understand the importance
of a strong partnership and view talent as a valuable asset. For
Egyptians, business is personal. If your program has seasonality,
setting clear expectations with agents from the beginning is
important. There are many candidates who are looking for part-time
and flexible work, but it must be positioned that way.
Egyptians have a good sense of humor and can be very welcoming,
hospitable, and kind-hearted – great customer support
characteristics, but we value trust and respect above all else.
Q: What is one of the biggest misconceptions U.S. companies have
about Egypt?
AB: Egypt is a vibrant hub for
both U.S. and European-based businesses, but for people who have
never been here, questions still arise around business continuity
and the country's stability. The reality is Cairo has a very low crime rate and from a
continuity standpoint, has experienced fewer disruptions than other
leading nearshore and offshore locations.
In fact, Egypt was one of the
few emerging markets to experience a positive growth rate in 2020.
Due to measured policies and a swift response from the government,
we were able to prioritize employee wellbeing, while providing our
clients with operational resiliency.
Q: Having launched VXI's newest delivery center in Cairo, what are you looking forward to the
most?
AB: We have some exciting plans to disrupt the local BPO market
with our unique culture, socially driven mission, and employee
value proposition. I look forward to sharing more as our journey
unfolds!
Learn more about VXI's global expansion and service delivery
locations at http://www.vxi.com/global-footprint.
About VXI Global Solutions
VXI Global Solutions is a BPO leader in customer service,
customer experience, and digital solutions. Founded in 1998, the
company has 40,000 employees in more than 40 locations in
North America, Asia, Europe,
and the Caribbean. VXI delivers
omnichannel and multilingual support, software development, quality
assurance, and CX advisory, automation, and process excellence to
the world's most respected brands.
VXI is backed by private equity investor Bain Capital and is one
of the fastest growing, privately held business services
organizations in the United States
and the Philippines, and one of
the few U.S.-based customer care organizations in China.
For more information, visit http://www.vxi.com.
Media Contact
VXI Corporate Communications, VXI Global Solutions, (213)
637-1300, comms@vxi.com, www.vxi.com
View original
content:https://www.prweb.com/releases/vxi-global-solutions-empowers-talent-in-emerging-markets-spotlight-on-egypt-302153623.html
SOURCE VXI Global Solutions