Customer support outsourcing that fits the way you work.

UCC 10X provides outsourced customer service and B2B customer support from Cairo, Egypt. Plan voice, email, chat and ticket support around your customers, your tools and the decisions that need to stay with your team.

Contact our team Discuss your requirements

Choose the channels and responsibilities you need

Customer support outsourcing means a partner handles agreed customer interactions on your behalf. The starting point is a clear scope: which requests the support team can resolve, which need approval and how issues reach the right person inside your business.

Our service is aimed at English-speaking businesses worldwide, including US and UK companies and teams in the Middle East. Delivery is based in Egypt; language requirements, working hours and time-zone overlap are agreed for each engagement.

Voice support: Define the types of inbound or outbound conversations, identity checks, escalation rules and follow-up notes your team needs.
Email and ticket support: Organize incoming requests using agreed categories, priorities, response guidelines and ownership of unresolved issues.
Chat and messaging: Plan support for live chat, WhatsApp or social messaging where included in the scope. Confirm coverage hours and how a conversation moves between channels.
Technical helpdesk handoff: Define the troubleshooting steps support can perform and the information needed when an issue reaches a product or technical specialist.

Agree on the operating details before launch

Bring your current support channels, typical weekly volumes, busy periods, customer locations and helpdesk setup to the first discussion. A small set of real, anonymized ticket examples can help explain the work and where your team needs support.

Map the requests. Identify common customer questions, repeat issues and the actions support is allowed to take.
Set the working arrangement. Agree on languages, coverage windows, tools, access permissions and named escalation contacts.
Prepare the team. Align on your knowledge base, response guidance, training and the checks needed before launch.
Review service quality. Discuss useful measures, review customer interactions and update the guidance as your product or service changes.

Measure the work that matters to your customers

Choose reporting measures that reflect your service. First response time, resolution time, unresolved backlog and quality-review findings answer different questions. Customer satisfaction can add context when you collect enough relevant responses.

Define each measure, the reporting period and the owner of follow-up actions together. Coverage hours, response targets and escalation commitments belong in the agreed scope; they are not universal guarantees across every engagement.

Contact our team

Questions about outsourcing your support

Can an outsourced team work alongside our in-house team?

Yes. The scope can focus on agreed channels or request types while your internal team keeps product decisions, sensitive approvals and complex escalations. The handoff and responsibility for each type of request should be agreed before launch.

Do you offer 24-hour or weekend coverage?

Coverage is planned for each engagement. Share the hours, time zones and days your customers need help so we can discuss an appropriate service arrangement. Round-the-clock coverage is not assumed in every quote.

Can we keep our existing helpdesk?

Bring your current tools and workflows to the consultation. UCC's service offering includes setup support for Zendesk, Freshdesk and Salesforce. Access, configuration changes and any integrations depend on your requirements and the agreed scope.

What affects customer support outsourcing cost?

Channel mix, conversation volume, coverage hours, languages, training needs and technical complexity all affect the required team. A scoped quote starts with those details rather than a single price for every business.

What happens after I contact your team?

Our team follows up to discuss your current channels, coverage and service goals, then discusses the service scope and availability. You can use that discussion to decide whether a larger support engagement fits your needs.

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