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Tawasul Contact Solutions

Service 01

Customer Experience

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

Channels
Voice, chat, email, social
Languages
Arabic and English
Coverage
24/7 shift model

What this actually covers

We run the conversations your customers have with you. Tawasul builds dedicated inbound, outbound and technical support teams in Cairo, trained on your products, your tone and your escalation rules, then manages the quality, staffing and reporting so your managers do not have to.

  • Coverage that matches Gulf business hours without Gulf salary rates
  • Native Arabic and fluent English on the same team
  • Service levels you can hold us to, reported weekly

  1. Inbound customer support

    First-line response across voice, email, chat and social, with scripted and non-scripted handling.

  2. Outbound sales

    Lead qualification, win-back and renewal campaigns run against agreed conversion targets.

  3. Technical support

    Tiered troubleshooting with defined escalation paths into your engineering team.

  4. Omnichannel communication

    One conversation history across phone, WhatsApp, email, live chat and social inbox.

  5. Customer service operations

    Workforce planning, shift design and service-level management for peak and off-peak demand.

Where we already run this

All industries

  • Travel & Tourism

    Booking support, itinerary changes and multilingual traveller assistance across peak seasons and time zones.

  • Healthcare

    Appointment coordination, patient enquiry handling and administrative back office under strict confidentiality rules.

  • Retail

    Order and returns handling, seasonal capacity, store-support desks and campaign execution.

  • Banking & Financial Services

    Cardholder support, collections follow-up and document-heavy back-office processing with segregated access.

  • Telecommunications

    High-volume technical support, tiered troubleshooting, retention campaigns and win-back calling.

  • Education

    Admissions enquiry handling, student services desks, recruitment support and enrolment campaigns.

  • E-commerce

    Pre-sale chat, delivery exception handling, marketplace response times and always-on social inbox.

  • Real Estate

    Lead qualification, viewing coordination, developer campaign support and CRM hygiene.

  • Hospitality

    Reservations, guest communication, review response and central reporting across properties.

Other capabilities

HR Outsourcing

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

Finance & Accounting

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

Marketing

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

Move customer experience across without losing control of it.

Bring your current volumes and service levels to a scoping call. We will tell you what the team would look like and what it would cost to run.

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.