EGYPT OUTSOURCING COMPANY

DESCRIPTION
mohamed.fekry@call-ecco.com

Ecco provides contact center & BPO
services

Banking and Financial Services
Professional Services
Telecommunications
Health Care
Information Technology
Media and Entertainment
Consumer Goods
Insurance
Construction and Engineering
Electronics

Energy
Pharmaceuticals and Medical Equipment
Transportation
Chemicals
Manufacturing
Retail and Distribution
Utilities
Hospitality and Travel
Metals and Natural Resources
Food and Beverage Processing

Our Services
Inbound Services:

• Customer service & external help desk:
Customer service is an essential function to achieve a lifetime value for customers and to provide a higher leveraged service by responding to inquiries, complaints and trouble shouting

• Respond to advertisement:
This service helps organization to ensure that almost all of the calls which are generated from the television or radio campaigns are answered, triggering the correct market feedback that is needed, and getting to know the cost effectiveness of the different Medias.

• Order management:
Order management helps to increase customer base and increase business by allowing the customers to place more delivery orders over the phone sufficiently, having it delivered to them rapidly in a seamless way.

• Over flow & after hours:
Helps any Organization to ensure a continuous and consistent service Level, even in periods of high traffic calls, without having to hire additional resources that would be unutilized in off peak hours.

• Disaster recovery site:
A high level of continuity in customer service operation in case of emergencies, disasters or sudden failures in the systems and/or site, by having all traffic calls transferred to a back up site to continue to run its operation remotely but consistently .

Outbound Solutions:

• Telesales:
Telesales helps to increase sales revenues through selling & cross-selling products/services in potential markets, allowing the business to grow in sales & revenues in these markets and gain market share over competition.

• Lead generation:
Lead generation helps to turn prospect customers to regular by approach a larger pool of potential customers in order to generate more business leads, which will maximizing the chance to drive in more sales & revenues.

• Fleet control :
Optimizing and maximizing fleet operation by establishing a very close monitoring & tracking system on fleet utilization in order to reduce operational costs.

• Telemarketing campaigns:
To identify, segment and target the current/prospect customers by performing various types of marketing campaigns, extending market knowledge, as well as understanding the new market trends.

• Database filtration and validation:
This service offers to build, update & filter customer database by validating current/prospect customers' information, and by segmenting it into a proper and usable way.

• Market surveys:
Building long term customer relationship through providing customers’ satisfaction feedback on products & services, and surveying a certain sample of customers to measure against a predefined customer satisfaction index.

Cyber Solutions:

• Web order management:
All about extending the power of the company ordering system and allowing your customers to place orders over the web, without having them to call in order to get their products/services
• Email & fax management:
Ensure very high response to customers' different types of confirmation/acknowledgment requests or needed information, by responding by email or fax in a timely manner

Business Process Outsourcing (BPO) services:

• Administrative Support:
Outsourcing of data entry, document conversion, forms processing, document scanning, indexing, secretarial tasks support, etc.
• Customer Relationship Management:
Outsourcing of customer support, order taking, customer service, product support, techn

SKILLS
Contact Center:

Infrastructure:
ECCO has chosen the Commercial Syndicate Building as the location of its operation. The site provides security, redundancy, high connectivity as well as an extremely professional and warm working environment.

Equipment:

• ECCO is currently operating Multimedia Cisco IP telephony System at its new site, the system offers the following features:
o State of the art voice technology.
o VPI recording System.
o Latest reporting applications & customer based CRM applications.
o Preview, Progressive, predictive dialer.
o Multimedia Solution to customer including SMS &e-mail solution
o Lenovo top of the range computers with plasma screens.
o Plasma Screens for real time monitoring.
o Fully redundant IBM servers.

Redundancy:

• Multiple Power Sources: a fully redundant power supply connected to two different power sources from the National Grid and has it own power generator and Server room with UPSs.

Telephony:

• The site is connected to public exchanges via E1s connection. Using CISCO IPCC and Call Manager with an IVR, auto dialers and IP telephony.

Connectivity:

• ECCO is connected to internet via 2?2 MB SDSL and LAN core upon Cisco switches.

Site Facilities:

• ECCO guarantees its clients presence 24 hours a day, seven days a week.
• 24x7 manned security desks.
• Security breach alarms & surveillance cameras inside the building.
• Finger print access for attendance.
• Separate cooling zones for computer halls and offices.
• Automatic smoke and fire detection systems.
• Highly equipped recreation zones with professional catering services 24/7.
• Prayer room.

Building Infrastructure:

• 4 lifts to ease access.
• Centrally air-conditioned facility.
• Highly secured by both private and public security guards.
• Redundant electricity supplies from 2 different sources.
• 24 hours backup generator.
• 2 different sources of telephone lines from 2 exchange sites
• Conference center.

TERMS
starting from 6 $ based on agents skill sets and the project's scope of work
ECCO's Clients:
Information Technology
• EGYNET
• TEDATA
Telecom
• Vodafone Egypt
• NTCC
• ATS
Banking
• Arab African International Bank
• Egyptian Commercial Bank
• Housing & Development Bank
• Egyptian Arab Land Bank
• National Processing Co
Pharmaceutical & Heath care
• Misr Scan
• EGY Drug

Tourism and Travel
• Hilton
• Convention Expo Travel
FMCG
• Doumty
• Procter & Gamble Egypt
• La Vache qui rit
• La poire
Manufacturing
• Siemens
• Samsung
• Union Air
• Quick Tel
• Mena Com
• Mantrac
• Caterpillar
• Car Gas

Marketing & PR Agencies
• Promo Seven (Weber Shandwick)
• Logic Consultant
• Integrated Marketing Solution (IMS)


Real Estate
• Amlak Finance
• First


Membership services
• Egyptian Junior Business Association
• Cash Back
• Entity

Government
• IMC
• Smart Card
Automotive:
• Audi & Volkswagen

Moreover, ECCO presently has a reputable list of customers in the offshore operations, which are mainly in USA and UK, Australia & France Building on our experience in Egypt, and providing similar services in USA and UK ECCO is successfully operating the following:
• OMNIAT (USA)
ECCO aided Omniat the acquisition of new potential customers in the US market for International & Long distance calls
• One Mobile Village (UK)
ECCO telesales team operates with One Mobile Village (UK), which is one of the leading Providers for the mobile phones & mobile networks in UK to execute many tele-sales activities for lots of resident customers.
Office Mobile (UK)
ECCO telesales team operates with One Mobile Village (UK), which is one of the leading Providers for the mobile phones & mobile networks in UK to execute many tele-sales activities for lots of business customers.
• NAOS (FRANCE)
ECCO operates with NAOS (FRANCE), which is one of the leading marketing research companies to execute many tele-marketing activities for lots o

LOCATION Egypt - cairo, EMPLOYEES 1000-5000 YEARS IN BUSINESS 7-10 years CONTACT INFORMATION Register or Login to view the outsourcing service provider contact information.