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Regional call centres set to soar

The number of Middle Eastern call centres will increase 30% a year, as competitive costs, multi-lingual residents and tax incentives encourage companies to outsource their call centre and technical support operations to the region.

The number of Middle Eastern call centres will increase 30% a year, as competitive costs, multi-lingual residents and tax incentives encourage companies to outsource their call centre and technical support operations to the region.

That's the view of HDI Middle East and Africa (HDI-MEA), the world's largest membership association
for technical service and customer support professionals.

The increasing maturity of the Middle Eastern call centre industry will provide many benefits, such as long term economic growth and technology transfer to the region in addition to creating many more employment opportunities.

"The Middle East is gaining international acclaim for its superior customer service, technological innovation and trend setting initiatives that encourage many large and multinational companies to open offices in the region. This corporate growth supports the development of the outsourcing industry as a large percentage of executives consider outsourcing to provide innovative, secure and cost effective measures to improve their business processes," said Moustafa Kadous, president and chief operating officer, HDI-MEA.

"As a result, the call centre and technical support sectors of the outsourcing industry represent a potential goldmine of employment opportunities as many new jobs will be created to support the outsourcing requirements of these large companies. Middle Eastern call centres, in particular, are gaining momentum as they offer key advantages such as multilingual staff, competitive labour costs, and relatively low taxes," Kadous added.

Additional results of an in-depth call centre and technical support industry study will be previewed during the upcoming HDI-MEA Conference and Expo, at Cairo's Intercontinental City-Stars Hotel from May 26-31, 2007.

The event, which features international and regional speakers discussing how best practices can be used to achieve corporate and strategic aims.