Trusted by teams in 12+ countries
Egypt's Premier CX Partner
You Grow.
We Connect.
Recruitment, training, quality, and reporting — all owned in-house. 50–60% less than building internally.
How it works
From first call to
fully operational.
Every client follows the same structured path. No delays, no surprises — operational in 14 days.
01
Day 1 – 2
Discovery Call
Brand guidelines, SLA targets, and channels mapped. Tailored proposal delivered within 48 hours.
02
Day 3 – 5
Contract & Kickoff
Contract signed. Account manager assigned. Agent recruitment and screening begins immediately.
03
Day 6 – 12
Training & QA
Agents trained on your product, tone, and escalation paths. Every agent QA-scored before going live.
04
Day 14
Go Live
All channels active. CSAT tracked from the first interaction. Weekly reports from week one.
What we do
End-to-end CX.
Fully managed.
From the first interaction to the last — we own the entire operation.
Workforce Management
Fully dedicated CX teams — recruited, trained, and performing within weeks.
Omnichannel Operations
Voice, chat, email, and social — every channel through one managed operation.
Quality & Analytics
Real-time CSAT, QA scoring, agent coaching, and weekly reports — always included.
Sales Outsourcing
Outbound and inbound sales teams — fully managed to drive revenue without in-house overhead.
Technical Helpdesk
Tier 1 & 2 technical support by trained agents with deep product knowledge and fast resolution.
Quality Assurance
QA reviews, calibration sessions, and data-driven coaching — consistently high performance.
Why Solomeg
The smarter way
to run CX.
See how Solomeg compares to building in-house or working with a generic outsourcer.
Solomeg
In-house
Generic BPO
Time to go live
2 weeks
3–6 months
4–8 weeks
Cost vs in-house
50–60% less
Baseline
20–30% less
Recruitment owned
✓
✗
✗
Training owned
✓
✗
Partial
Internal QA
✓
Varies
Varies
Live reporting
✓
✗
Partial
Multilingual
6 languages
1–2 languages
2–4 languages
Single point of contact
✓
Varies
✗
Our approach
We handle the ops.
You focus on growth.
No dashboards, no systems to manage, no in-house hiring. Just a high-performing CX team representing your brand every day.
Egypt: 85/100 CX quality score, 85/100 workforce stability (2026 BPO Report)
Internal recruitment, training & QA — fully owned end-to-end
Multilingual support: English, Arabic, French, Italian, German and Spanish
50–60% cost savings vs in-house UK or US teams
Operational in 2 weeks — contract signing to first live interaction
CSAT Score
93%
↑ +2.3% this week
SLA Compliance
96.4%
Above target
Agent Retention
85%+
After 12 months
Handle Time
4m 22s
All channels avg.
How it works
Operational in weeks.
Not months.
Agents briefed, trained, and live within days of signing.
01
Discovery & Strategy
Brand guidelines, SLA targets, and escalation paths signed off within 48 hours.
02
Build & Train
Agents recruited, screened, trained on your product and brand voice — QA-scored before go-live.
03
Go Live & Optimise
All channels live. CSAT tracked from day one, weekly QA drives improvement.
Quality & Trust
We own every part
of the operation.
No third parties. No subcontractors. No surprises.
Internal QA
Every interaction is scored. Calibration sessions run weekly. Agents coached continuously — not just at onboarding.
Live Reporting
Real-time CSAT, AHT, and SLA dashboards. Weekly reports every Monday — before you ask.
End-to-End Ownership
Recruitment, training, quality, operations — all owned by Solomeg. One contract, one contact, full accountability.
Multilingual Capacity
English, Arabic, French, Italian, German, Spanish. Serving global brands from Cairo — rated 85/100 for CX quality.
FAQ
Frequently asked questions.
Everything you need to know — for clients, candidates, and team members.
We go from contract signing to a live, fully handling team in as little as 14 days. Discovery and training happen in parallel — agents are brand-ready before the first interaction.
No. 100% of our agents are recruited, trained, and managed internally by Solomeg. No subcontracted vendors — ever.
English, Arabic, French, Italian, German, and Spanish. Coverage depends on volume — confirm your requirements during the discovery call.
Voice, live chat, email, WhatsApp, and social — coordinated through one managed operation. We work with your existing tools: Zendesk, Freshdesk, Salesforce, Intercom, and more.
Businesses typically save 50–60% compared to running an equivalent in-house team in Europe or North America — including salaries, overhead, tooling, and management costs.
Recruitment, training, quality assurance, live reporting, scheduling, and a dedicated account manager. You focus on growth — we handle the full operation.
Yes. Phase 1 supports up to 50 agents, Phase 2 scales to 200, and Phase 3 supports 500+ with dedicated team leads and account management. Each batch is fully trained before going live.
Our Head of Quality monitors live and recorded interactions across all accounts — assessing script adherence, procedures, and client expectations. All calls are recorded. Issues are flagged to the Operations Manager and Head of HR immediately.
We review your volume, channels, languages, tools, SLA targets, and timelines. From there we build a tailored proposal — delivered within 48 hours. No commitment required.
We work with Zendesk, Freshdesk, Salesforce, Intercom, HubSpot, Slack, Jira, WhatsApp Business, and other platforms. Our agents are trained on your existing toolset.
This is discussed during the discovery call and outlined in your proposal. We tailor the commercial model to your volume and contract length.
Yes. All agents sign NDAs on joining. Client data and operational data are handled strictly within authorised systems. We are GDPR-compliant. No data is shared outside authorised channels.
Each shift is 9 hours total: 8 hours of active work and 1 hour break. Shift times vary by client account and are communicated before each account starts.
Under 15 minutes late: verbal warning only. 15 minutes to 1 hour late: ¼ day pay deduction. Over 1 hour late: ½ day pay deduction. 3 or more incidents in a month: written warning from Head of HR.
Notify your Team Leader via WhatsApp at least 2 hours before your shift. Step 1: Employee → Team Leader (WhatsApp). Step 2: Team Leader → Operations Manager. Step 3: Operations Manager → Head of HR if formal action is needed. Skipping the Team Leader is not accepted unless they are the subject of a grievance.
Notified absence (2+ hours before shift): 1 full day pay deduction. Unnotified absence (no notification): 2 full days pay deduction. Complete no-show (no appearance, no notification, unreachable): immediate termination. Emergency/force majeure: assessed case by case — you or your family must contact your Team Leader immediately.
Each agent is entitled to 1 hour of break per shift. Break timing is assigned and managed by the Team Leader. Agents may not choose or modify break time without Team Leader approval.
Overtime must be pre-approved in writing by the Operations Manager before the shift starts. Unauthorised overtime is subject to disciplinary action — but employees retain the right to compensation for actual hours worked if they can substantiate them via Company attendance or system records. Rates: 1.35× on regular days, 2× on public holidays. Maximum 2 hours overtime per day.
You must: (1) immediately notify your Team Leader via WhatsApp or phone; (2) attempt to reconnect using mobile data or any available means; (3) keep the Team Leader updated. Consequences if reported immediately: under 30 min = verbal note only; 30 min–1 hour = ¼ day deduction; over 1 hour = 1 full day deduction. If NOT reported: treated as unnotified absence (2-day deduction). 3+ outages per month: formal review — may result in written warning or reassignment. Solomeg is not responsible for internet or power outages at the employee's home.
Laptop or desktop in good working condition; quality headset suitable for call centre operations; stable internet (minimum 15 Mbps download / 4 Mbps upload — VDSL or Fiber preferred, ADSL not recommended); router not shared with more than 3 devices during work hours; mobile data backup strongly recommended.
A professional, quiet, and distraction-free environment. No unauthorised person may access Company systems during your shift. Tools and systems are determined by the client account — you must complete tool training before going live.
Yes. All calls are monitored and recorded — this is a standard operational requirement, not optional. The Company also reserves the right to monitor systems, communication channels, attendance, login/logout activity, and work devices. Employees consent to this monitoring as a condition of employment. Refusing or interfering with monitoring is a serious disciplinary offence.
Performance is evaluated monthly through KPIs, attendance, quality scores, client feedback, and policy compliance. KPIs and targets are communicated per account and may vary. All warnings are issued via official email and documented in the employee's personnel file.
Step 1: Operations Manager identifies underperformance → notifies Team Leader. Step 2: Team Leader provides direct support, coaching, and verbal warning. Step 3: No improvement → Head of HR engages directly. Step 4: Head of HR issues formal written warning. Step 5: Continued non-improvement → final warning. Step 6: Unresolved after final warning → termination (subject to law and Founder/CEO approval). The Company may implement a Performance Improvement Plan (PIP) at any stage.
The Head of Quality monitors call quality and agent performance across all accounts — listening to live and recorded calls, assessing adherence to scripts and procedures, identifying coaching opportunities, and flagging issues to the Operations Manager and Head of HR. All calls are monitored and recorded. Refusing monitoring or interfering with monitoring activities is a serious disciplinary offence.
Category 1: Employees on fixed employment contracts (CX Agents, Screeners, Operations Managers, Team Leaders, Head of CX, Head of HR, Head of Quality, Head of Training, and all permanent salaried roles) — subject to Egyptian Labour Law No. 14 of 2025. Category 2: Commission-based contractors in the Recruitment department only (Recruiters, Team Leaders Recruitment, Operations Manager Recruitment) — evaluated monthly on performance targets. Failure to meet targets in the first month results in termination of the commission contract.
3 months for Category 1 employees only. During probation, either party may terminate with 14 calendar days' prior written notice via official email. After probation, 1 month's written notice is required from either side. The Company may waive the notice period at its discretion. Probation does not apply to commission-based contractors.
The Company may operate through onsite, remote, hybrid, rotational, or client-based models. The Company reserves the right to modify work locations, teams, schedules, and assignments as operationally required.
National ID (front and back); recent personal photo; educational certificate or university degree; military service certificate (male employees); social insurance card if available; a valid personal email address; and payment method details. All documents must be submitted via the official onboarding form before or during training. Starting work does not exempt you from submitting required documents — incomplete submissions may delay or affect your employment status.
Employment Contract signed; NDA signed; Handbook acknowledged; Compensation Annex signed; required documents submitted via official onboarding form; equipment verified and ready (WFH); and official communication channel access confirmed.
Annual leave: no paid annual leave during probation — accrues per Egyptian Labour Law after probation. Sick leave: notify Team Leader as soon as possible — medical documentation required for absences exceeding 2 consecutive days. Emergency leave: notify Team Leader immediately — assessed case by case, may be paid or unpaid at Company discretion. Official public holidays: 2× hourly rate if required to work. Unauthorised absence, falsification of medical documents, or misuse of leave is a serious disciplinary offence and may result in termination.
Solomeg operates on official Egyptian public holidays. Employees required to work receive 2× their standard hourly rate. Scheduling is determined by the Operations Manager.
Payroll cut-off: 22nd of each month. Salary payment: 28th of each month. Accepted payment methods: bank transfer, Vodafone Cash, Orange Cash, InstaPay, Fawry Pay, or any other officially approved method. The employee is responsible for providing accurate payment details. The Company is not liable for delays caused by incorrect information.
Each account may have a fixed salary only, or a fixed salary plus KPIs, commissions, or bonuses. Specific terms are documented in the Compensation Annex provided upon joining each account.
Yes. A referral bonus is payable upon a successful hire. The qualifying period and bonus amount are documented in the Compensation Annex. The referred candidate must meet all performance requirements within the qualifying period for the bonus to be payable. Referral activity must be conducted only within authorised Company systems and processes.
Training includes: soft skills (communication, tone, professionalism); campaign/account training (product knowledge, scripts, call flow); supervised test calls to assess readiness; and nesting (supervised live calls with Team Leader support before independent operation). Training duration varies by client account. Training is delivered by the Head of Training/Trainer. Upon completion, employees are handed to their Team Leader. Poor engagement, repeated absences, or failure to pass test calls may result in removal from the training programme. All training materials are the exclusive property of Solomeg and/or its clients — sharing, copying, or reproducing any material without written authorisation is prohibited.
Professionalism — high standards in everything we do. Integrity — honest and ethical at all times. Accountability — we own our results and actions. Confidentiality — we protect Company and client information. Respect — we treat everyone with dignity. Teamwork — we grow together. Compliance — we follow the rules. Operational Discipline — on time, every time, ready to perform. Client Commitment — we deliver what we promise.
The Handbook forms an integral part of your Employment Contract and must be read together with: Employment Contract, NDA, Compensation Annex, Equipment Handover Form, IT & Security Policy, Code of Conduct Policy, and any additional policies issued by the Company. The Company reserves the right to amend this Handbook at any time — changes will be communicated through official channels.
CX Department: CX Agent → Team Leader (CX) → Operations Manager (CX) → Head of CX. Recruitment Department: Recruiter → Team Leader (Recruitment) → Operations Manager (Recruitment) → Head of Recruitment. Solomeg believes in growing from within — results determine promotion, not seniority alone.
Consistent KPI achievement or exceeding targets; strong attendance record; positive quality results; professional conduct; and a recommendation from a Team Leader or Operations Manager. Final promotion decision requires Founder/CEO approval.
KPIs and targets are communicated per account before you go live and may vary between accounts. Performance is reviewed monthly and feedback is provided through your Team Leader or Operations Manager.
Yes — internal mobility is encouraged. Performance, attitude, and demonstrated capability determine eligibility. Speak to your Team Leader or Operations Manager about your goals.
A PIP is a formal structured plan implemented when performance does not meet the required standard. It sets clear targets, a timeline, and support measures. The Company may implement a PIP at any stage of the performance escalation process. Failure to meet PIP targets may result in further disciplinary action up to and including termination.
Offer Approval → Sourcing → Application → Screening → Phone Interview → Feedback → Offer & Onboarding. Commission-based contractors in the recruitment department are evaluated monthly against performance targets. Failure to meet targets in the first month results in termination of the commission contract. All candidate data is strictly confidential — sharing or using candidate data outside authorised systems is a serious disciplinary offence.
All employees must maintain professional, respectful, and ethical conduct in all interactions — with clients, colleagues, management, candidates, or any third party — at all times and through all channels. Official communication is currently via dedicated WhatsApp groups. All content must be work-related only. Personal conversations or inappropriate content in official groups is not permitted.
Employees may not: use offensive, abusive, threatening, or discriminatory language toward anyone; harass, bully, intimidate, or disrespect colleagues or management; share confidential Company or client information through unofficial channels; or use official communication groups for personal purposes.
Zero-tolerance toward all forms of harassment, sexual harassment (verbal, written, or behavioural), bullying, intimidation, discrimination based on gender, religion, age, or nationality, abusive or humiliating language or behaviour, and retaliation against anyone who reports harassment or participates in an investigation. This applies regardless of seniority or role. Retaliation is itself a disciplinary offence that may result in termination.
Step 1: Submit grievance to Head of HR (verbally or in writing). Step 2: Head of HR acknowledges and begins investigation within 5 working days. Step 3: Impartial investigation with findings documented. Step 4: Appropriate action taken. Step 5: Employee informed of outcome. If the complaint involves the Head of HR, escalate directly to the Founder/CEO. Any employee may raise a genuine complaint without fear of retaliation.
Strictly prohibited at all times — during and after employment — on any platform (Facebook, Instagram, TikTok, LinkedIn, Twitter/X, YouTube, WhatsApp groups, or any other): posting content that defames or damages the reputation of Solomeg or its management; discloses confidential information about the Company, clients, operations, or employees; misrepresents the Company; or contains abusive or defamatory statements about anyone associated with Solomeg. Violations are treated as a serious disciplinary offence.
Secondary employment outside Solomeg hours is permitted, subject to conditions. Prohibited: working for any CX Outsourcing, Telesales, Call Centre, or BPO company in the same or overlapping markets; working for any direct or indirect Solomeg competitor; any work impairing your ability to meet Solomeg's performance and attendance requirements; or any work involving Solomeg's confidential information or client data. You must disclose any secondary employment to HR for approval before commencing.
For 6 months after your last day, you may not work for any CX Outsourcing or Telesales company operating in the same markets as Solomeg's clients.
During employment and for 12 months after your last day, you may not: solicit, recruit, or encourage any Solomeg employee to leave or join a competitor; solicit or approach any Solomeg client for competing business purposes; or use Solomeg's confidential information, client data, or operational knowledge to benefit yourself or any third party.
Employees must: maintain strict confidentiality of all Company, client, and candidate information; protect passwords and credentials at all times; report any security incident or suspicious activity immediately to management; use only authorised systems, tools, and platforms; and delete all Company and client data from personal devices upon termination. Employees may not: share passwords or credentials with any person; download or transfer confidential information without authorisation; upload confidential information to unauthorised AI tools, cloud services, or external platforms; or access information outside their authorised scope.
Employees must not upload, process, analyse, store, or share confidential Company or client information through unauthorised AI tools (e.g. ChatGPT), external platforms, cloud services, or third-party software. Use of any external platform for operational work requires explicit Company authorisation. Violations are treated as a data security breach and a serious disciplinary offence.
Any work product, script, call flow, report, template, database, training content, process, or development created within the scope of employment or using Company resources is and shall remain the exclusive property of Solomeg. Employees may not reproduce, copy, share, sell, or use any Company intellectual property outside authorised business purposes — during or after employment.
All equipment, devices, accounts, systems, and tools provided by the Company remain the exclusive property of Solomeg. If your own equipment is damaged: your responsibility. If Company equipment is damaged or lost due to your negligence: you are financially responsible. All responsibilities are documented in the Equipment Handover Form signed upon joining.
Verbal warning (documented internally) → Written warning (official email from Head of HR) → Final warning (official email from Head of HR) → Performance Improvement Plan (PIP) → Suspension of commission or bonus eligibility → Termination. All actions are documented in the employee's personnel file. Coordination is required between Head of HR and Operations Manager. Termination decisions require Founder/CEO approval.
Fraud, theft, or financial dishonesty; falsification of data, KPIs, or attendance records; unauthorised disclosure or leakage of confidential information; sexual harassment or physical assault; complete no-show (disappearance without notification); defamation of the Company on any platform; working for a direct competitor while employed at Solomeg; KPI manipulation; misuse of Company resources; or any conduct causing material harm to the Company, clients, or reputation.
The following constitute serious misconduct subject to immediate termination and/or legal action: fraud or financial dishonesty; KPI manipulation or falsification of performance data; falsification of attendance; unauthorised system access; data leakage; theft; misuse of Company resources; or any conduct exposing the Company or clients to legal, financial, or reputational risk.
Employees must cooperate fully with any internal review, compliance inquiry, disciplinary investigation, or audit. Employees must not conceal, alter, destroy, or interfere with records, systems, or evidence relevant to an investigation. Obstruction is itself a serious disciplinary offence.
Solomeg is committed to a professional, respectful, and inclusive work environment. Discrimination, harassment, bullying, intimidation, retaliation, or abusive conduct based on gender, religion, age, nationality, or any protected characteristic will not be tolerated and may result in immediate termination.
All Company, client, candidate, and employee data must be handled securely and responsibly. Unauthorised disclosure, negligent handling, misuse, or leakage of any data may result in disciplinary action and legal liability. These obligations apply during and after employment.
Notify your Team Leader via WhatsApp (Step 1) → Operations Manager is notified (Step 2) → Submit formal written resignation via official email to Head of HR (Step 3) → Wait for handover to be arranged (Step 4). Notice period: 14 calendar days during probation; 1 full calendar month after probation. The Company may waive the notice period. You must complete a full handover: return all equipment, devices, and SIM cards; return all credentials, passwords, and account access; delete Company and client data from personal devices; transfer all operational files and records; complete pending tasks or document their status; and sign the clearance form. Final settlement may be withheld until handover is satisfactorily completed.
Final settlement is processed in the first payroll cycle after all handover obligations are met. It includes: salary for actual working days in the final month; accrued unused annual leave (after probation completion); any qualifying KPIs, commissions, or bonuses per your Compensation Annex; and any other entitlements under applicable Egyptian Labour Law. The Company reserves the right to deduct from final settlement any amounts owed, including equipment damage costs, salary advances, or any other legally permissible deduction — coordinated between Head of HR and CFO.
Yes. The Company reserves the right to update, amend, replace, or supplement this Handbook and any Company policies at any time. Employees will be notified of material changes through official channels. Continued employment after notification of changes constitutes acceptance of those changes.
This Handbook is governed by the laws of the Arab Republic of Egypt, including Egyptian Labour Law No. 14 of 2025. The Courts of Cairo have jurisdiction over any dispute arising from this Handbook or the employment relationship. In the event of conflict between this Handbook and mandatory Egyptian law, Egyptian law shall prevail. In the event of conflict between this Handbook and the Employment Contract, the Employment Contract shall prevail to the extent permitted by law.
During emergencies, system outages, operational disruptions, or force majeure events, employees may be required to follow temporary emergency schedules, alternative workflows, or additional operational requirements. Employees are expected to cooperate reasonably with all business continuity measures.
By signing the acknowledgment, you confirm that you have received, read, and understood this Handbook in full; that you agree to comply with all policies, rules, and standards set out in it; and that you understand that violations may result in disciplinary action up to and including termination. Claiming you did not read or understand a policy will not exempt you from its application.
What clients say
Trusted globally.
Proven results.
From London to Riyadh — businesses across the world run their CX with Solomeg.
★★★★★
"Solomeg had our team live in 11 days. They handled everything — hiring, training, QA. Our CSAT jumped from 71% to 89% in the first quarter. Nothing like what we expected from an outsourcer."
★★★★★
"We moved our entire support operation to Solomeg and cut costs by 55%. The team is sharp, reporting is live, and they own quality themselves. Best outsourcing decision we've made."
★★★★★
"The transparency is unlike anything I've seen. Live dashboards, weekly calls, full visibility into every metric. It genuinely feels like an internal team — not a vendor."
★★★★★
"We needed a partner who could handle Arabic-speaking customers with real professionalism. Solomeg exceeded every expectation — fast response times, full reporting, and a team that actually cares."
★★★★★
"We launched our support team in under two weeks at a fraction of the cost of hiring in-house. Solomeg saved us enormous time and delivered quality we didn't expect at this price point."
★★★★★
"Solomeg handles our Arabic and English support across four markets. Response times improved by 40% and customer retention increased significantly. The team runs itself — we barely have to think about it."
Security & compliance
GDPR Compliant
NDA on all engagements
100% in-house agents
24/7 availability
Dedicated account manager
Works with your existing tools
Zendesk
Freshdesk
Salesforce
Intercom
HubSpot
Slack
Jira
WhatsApp Business
Your CX team,
live in 2 weeks.
Tell us what you need. We'll build the team, handle the training, and have agents live within 14 days.