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Tawasul Contact Solutions

Services

Four capabilities. One operating standard.

Each of these can run on its own. Most clients start with one, prove the reporting rhythm works, then move a second process across.

Delivery base
Cairo, Egypt
Languages
Arabic and English
Markets served
Egypt and the GCC

Customer Experience

Contact centre teams that answer for your brand, in Arabic and English, around the clock.

  • Inbound customer support
  • Outbound sales
  • Technical support
  • Omnichannel communication
  • Customer service operations

HR Outsourcing

Hiring, payroll and people administration handled end to end, so your managers can manage.

  • Recruitment
  • Payroll
  • Employee management
  • Performance management
  • HR consultancy

Finance & Accounting

A finance back office that closes the books on time and tells you what the numbers mean.

  • Accounting
  • Bookkeeping
  • Financial reporting
  • Accounts payable
  • Accounts receivable

Marketing

An in-house marketing team, without the in-house headcount.

  • Digital marketing
  • Social media management
  • Content creation
  • Performance marketing
  • Brand strategy

How we work

From first call to a live team, in five stages.

Nothing here is improvised. Each stage has an owner, an output and a point at which both sides agree it is complete before the next one starts.

  1. Scope

    Week 1

    We map the work you want to move: volumes, channels, systems, service levels and the definition of a good outcome. Where the scope is not yet clear, we say so before quoting it.

    • Volume and channel assessment
    • Target service levels
    • Commercial model

  2. Design

    Weeks 1–2

    Team shape, shift pattern, supervision ratio, escalation matrix and reporting cadence are designed against your scope — then written down so both sides are holding the same document.

    • Operating model
    • Escalation matrix
    • Quality scorecard

  3. Build

    Weeks 2–6

    The talent pipeline runs: sourcing, assessment, verification, then process and product training on your material. Systems access and data-handling rules are agreed in parallel.

    • Named team and supervisor
    • Trained on your process
    • Access and security scoping

  4. Launch

    Week 6+

    A pilot cohort goes live under close supervision, with daily review in the first two weeks. Volume ramps as quality holds, not on a fixed calendar.

    • Pilot go-live
    • Daily review in week one
    • Controlled volume ramp

  5. Operate & improve

    Ongoing

    Weekly reporting, monthly calibration and a quarterly business review with your account manager. Improvement actions are tracked to closure rather than noted and forgotten.

    • Weekly performance reporting
    • Monthly calibration
    • Quarterly business review

The talent pipeline behind stage three — sourcing, assessment, verification, training and onboarding — is documented in full.

See how we build the team

Start with the part you least want to keep doing.

Bring one process to the call — the one that eats the most management time. We will tell you what it would take to run it, and whether it is worth moving.

Book a consultation Join our team

  1. A 30-minute scoping call

    Volumes, channels, systems and what good looks like.

  2. A written proposal

    Team shape, service levels and commercial model.

  3. A pilot, if it fits

    A small cohort live before you commit to scale.

Concept redesign.