MobiNil sets new standards in customer service quality with a new dedicated customer service facility.

Saturday, April 01, 2000

MobiNil, the Egyptian Company for Mobile Services, announced today the official opening of its Cairo 2000 facility, the largest and most advanced dedicated Customer Service Facility in Egypt and the Middle East. The new facility has the capacity to serve 1.5 million customers and has created more than 500 highly qualified positions in the field of customer services and risk management. This new facility consolidates MobiNil's continuing efforts to do more for its customers and maintain its position as Egypt's largest customer-oriented organization.

The purpose-built facility has been designed to create a most unique working environment to help employees provide the highest levels of service to MobiNil customers. Featuring ergonomically designed positions including 21-inch monitors for the service representatives, the facility pays great attention to detail, offering soundproof walls and double-pained glass to block out street noise. The new facility features an open plan workspace with natural light pouring in from its many windows, multiple training and meeting rooms and three rest areas for the employees, which complete the purpose-built design.

"MobiNil has made great strides towards creating the best, largest and most technically advanced Customer Service Operation in the Middle East. With this new multi-million dollar facility, we are reaffirming our commitment and dedication to MobiNil's customers. The facility will handle all our telephone and internet-based inquiries as well as company research and sales initiatives," says Jere Calmes, Director - Customer Services and Credit Control.

Located on the banks of the Nile, MobiNil's new facility with its eye-catching facade adds a touch of elegance to the Agouza landscape and reflects our work ethic of people means quality and quality means business. The facility, comprised of four floors in the Cairo 2000 Building, houses the functions of customer and corporate services, tele-sales, tele-survey, activation and credit control. The building is designed with one purpose in mind: to serve MobiNil's customers better. It features the most advanced telephony and information technology systems available on the world market.

"As you know, our customer service operation is a 24 hour facility- the only one of its kind in Egypt. Our employees work very hard and for very long hours, therefore, it is our responsibility to provide them with a comfortable work space and a professional atmosphere. We strongly believe that customer service is an integral part of our business and is ultimately what strongly differentiates us in the market. We do not just sell mobile phones and lines, we provide a service that we are committed to support," comments Calmes.

The creation of the new facility means the creation of more jobs for young Egyptians in various disciplines.

"MobiNil is a market leader and a big advocate of creating job opportunities for the youth. With their ambition and undampened spirits, they are fast learners, hard workers and have a sense of loyalty that is priceless," says Osman Sultan, President and CEO of MobiNil. "Because our customers deserve the best, we hire the best and now we are proud to say we have the best customer service facility in Egypt and the Middle East. I had the privilege and pleasure of taking the first call at the Cairo 2000 facility on February 29th at 11:00 p.m. and in celebration of the first call in the new facility and to commemorate this important moment in the life of our company, we offered the caller a year's free subscription so he can share with us this special occasion."

The average age of employees at MobiNil's Cairo 2000 facility is 24 - 25 years old. 99% of MobiNil's customer service employees are high achieving university graduates of highly reputable universities.

"To start with, these employees represent the top candidates Egypt has to offer. Through a comprehensive recruitment program, these employees were selected from thousands of applicants. And with ongoing training, they have become experts in the company's products and services," adds Calmes.

Two hundred positions at the new facility are dedicated exclusively for handling customer calls or emails 24 hours a day, 7 days a week. Cairo 2000 is not intended to receive customers in person. MobiNil's extensive network of customer centers will handle any necessary personal visits. Customer walk-in service will continue to be provided at the World Trade Center Facility or via MobiNil's 11 shops widely spread throughout Cairo and nationally in Egypt (Mohandessin, Maadi, Nasr City, Heliopolis, Roushdy, Smouha, Mansoura, Port Said, Mahalla, Suez and Aswan).

"A year ago, we received around 150,000 calls per month. Today, we respond to more than 800,000 contacts in the same time period. The department has grown from just 20 employees during the transition stage from Arento to 150 customer service employees this time last year. Today we employee more than 300 representatives that are solely dedicated to making the customer experience with MobiNil easier and more convenient," says Calmes.

With the aid of a very thorough and timely reporting system, Customer service can easily keep tabs on number of calls received, number of customer inquiries and cases resolved as well as the nature of customer inquiries for research purposes and to re-direct the company's attention to customers' concerns.

"With a 17-million pound investment, this new dedicated Customer Service Facility is bound to become an example to be followed by many players in the market. However, we will continue to lead and set the standards for customer service in the Egyptian market taking customer service to unprecedented heights," concludes Sultan. "Our past obstacles were yesterday's challenges and our achievements today have made us ready to take on tomorrow."

-Ends-

About MobiNil
The Mobile GSM900 cellular network in Egypt is operated by The Egyptian Company for Mobile Services (ECMS), an Egyptian public company.There are more than 2 million subscribers to MobiNil's service in Egypt today.

Press contacts:
Taha Saifullah, Media Relations Manager, MobiNil
Tel: (20) 12 320 1021, Mob: (20) 12 313 8955
Fax: (20) 12 320 6682
Email: tsaifullah@MobiNil.com

Tamer Zakaria, Media Relations Specialist, MobiNil
Tel: (20) 12 320 6685, Mob: (20) 12 319 9727
Fax: (20) 12 320 6682
Email: nhamid@MobiNil.com

© Press Release 2005