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 Capacity

Wasla Outsourcing has 4 premises to serve different local and offshore needs and to act as back-up for each other, so as to insure that client operations are continuously stable and efficient ,

Wasla Outsourcing have 4000 Multilingual agent &  2000 seats

1. El Kourba, Heliopolis, Cairo, Egypt: A 5300 m2 floor in a smart office building consisting of 4 floors fully equipped with the latest state-of-art technology .

2. El Maadi , Call Center Park , Wasla’s Building , Cairo , Egypt : 2 floors fully equipped with the latest state of art technology .

3. Abbassya Square, Tatbeqeyeen Tower, 9th , 10th & 22nd floor , Abbassya, Cairo, Egypt: A 1300 m2 each floor in an office building located downtown, in the heart of Cairo, fully equipped with the latest state-of-art technology, .

4. Al-Noor & Al-Amal .

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 Our People

We in Wasla envision our people as the most precious pillar through which we can grow consistently, and expand our services to achieve excellence and diversity.
Wasla staff is growing day after day, currently exceeding 4000 multilingual employees offering services for a broad range of industries like Real Estate, Automotive, Technical Support, FMCG, Retail, Health Care, etc…

Wasla Outsourcing Hiring and Training:

Hiring Process:
All Agents are recruited after undergoing several tests in order to guarantee their ability to work in a call center environment and so that they are directed to the right projects, according to their level of education, certifications and skill set. The process follows the following sequence:

  • Telephone prescreening: (To assess the communications skills)
  • Computer knowledge: (To assets the computer skills)
  • Language exams: (English, French, German, Italian, as required).
  • Human Recourses interview: (To assess the customer service orientation, creativity and the team abilities).
  • Operation interview: To assess leadership skills and team work)
  • Medical test is applied for all agents: To assure that all agents are in good health and they don’t carry any critical disease.

Wasla Outsourcing Hiring and Training:

Training Process:
All Agents will receive different types of Training (Customers Service and Tele-Sales and Tele- Marketing). The process follows the following sequence:

  • Customer service skills.
  • Telesales (selling different range of products over the phone).
  • Customer objection handling.
  • Customer relation management.
  • Call handling and routing.
  • Product industry and knowledge.
  • Product technical and non-technical.
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 Our Infrastructure

Wasla Outsourcing has invested in state of art technology to ensure that we are capable of delivering world-class solutions to our clients.

Telecommunication:

PABX: MITEL 3300
Call Center Software: 6110 and 6140 as a CTI
Phone Sets: MITEL 5212

IP network:

Router: CISCO
Fire wall: Microsoft ISA
Switches: 3Com
Servers: HP and Dell
PC: ACER and Dell

Emergency preparedness and recovery procedures:

  • Phone trunk failure protection:
    Redundant phone trunks (PRI-ISDN link) providing full backup.
  • Internet connection failure protection:
    Redundant internet connectivity (with two different technologies leased line and frame relay link) providing full backup.

Emergency preparedness and recovery procedures:

  • Power failure protection:
    The call center facility is equipped with emergency lights and the call center equipment (PBX, Servers).
  • Data:
    Backup is done daily and stored in secured locations in addition to the standards data demonstration tasks to ensure performance efficiency.

 

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 Application

CRM:Oracle based CRM application.

Voice Mail:available if required (license per account).

Call Management:MITEL 6110.

CTI: MITEL 6140.

Call Accounting:MITEL 6110.

Database:Oracle Database.Security

Security

Data confidentiality is our main concern and in order to firmly secure our client data,Wasla Outsourcing employs industry-standard Open PGP (based on the open source implementation of Pretty Good Privacy) technology to safeguard data at rest.

  1. A call center agent uploads the customer data using a secure HTTPs data transaction application.
  2. On upload PGP encryption process is initiated assuring secure storage of data.
  3. An automated email is sent upon the completion of the upload process informing our client with the confirmation of the upload and another mail is sent to the project supervisor of the successful receiving of data.
  4. The project supervisor will download the uploaded data.
  5. Uploaded data cannot be opened except downloaded by the project supervisor.

The following model describes the secure transaction of data.
In contrast to symmetric encryption technologies that rely on a single password or shared secret for encryption and decryption, Open PGP uses a public/private key pair and a password.

How PGP Encrypt/Decrypt Works

Below are illustrations of how PGP encryption and decryption works.
Encryption
Encryption

Decryption:

Decryption

 

 

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The Open PGP data encryption (or decryption) process is directed by Event Rules that specify how data files are treated in a particular context, Open PGP uses a public key (a message encrypted with a recipient’s public key cannot be decrypted by anyone except the recipient possessing the corresponding private key.
See Private Key) and a private key (the server’s private key decrypts the client’s session, the private key has a key extension and is part of the public-private key pair) to encrypt data and maintain security.
These two components are considered a key pair and are associated with a particular Site The key pair is stored on the Open PGP Key Ring, which is the management tool for public keys and key pairs. The Open PGP Key Ring contains all key information and allows import, export, creation, and deletion of keys. The example below shows how a trigger event (On Upload) is used to initiate Open PGP encryption: