Raya Contact Center · EGX:RACC
Raya Contact Center — Investor Presentation (December 2020)
34 slides from Raya Contact Center's investor presentation, December 2020
Slide 1: Raya Contact Center Investor Presentation
Raya Contact Center Investor Presentation December 2020 1
Slide 2: I. Introduction to Raya Contact Center
I. Introduction to Raya Contact Center
Slide 3: A Leading Egyptian Provider of Business Process Outsourcing (BPO) Services
A Leading Egyptian Provider of Business Process Outsourcing (“BPO”) Services Company Synopsis Key Metrics Raya Contact Center (“RCC“ or the (“Company”) is a leading Egyptian Provider of Business Process Outsourcing Services (“BPO”). Founded in 2001 by Raya Holding for Financial Investments, the #1 ~
Slide 4: Track Record of Growth
Track Record of Growth Doubled Dubai operations and capacities to reach c.300 seats. Launched its 1st European Opened a new c.450 seat onshore delivery center in facility in West Cairo’s RCC was established with Increased its stake in Established strategic alliances Acquired a major re
Slide 5: A Wide-Ranging Provider of BPO Services
A Wide-Ranging Provider of BPO Services Customer Service Technical Support Account Profiling Lead Management Campaign Management Account Management Inbound Sales Tele-marketing 3,890+ 60% 20+ 0% FTE(1) Revenue Contribution(2) FTE(1) Revenue Contribution(2) 1470+ 36% 226+ 4% FTE(1) Revenue Contributi
Slide 6: Serving Multiple Clients Across Various Industries
Serving Multiple Clients Across Various Industries A Sample of RCC’s Client Base One of the largest fast food chains American multinational technology One of the top 3 multinational One of the leading European companies One of the leading multinational globally conglomerate (#1 leader in networks &
Slide 7: From Multiple Facilities in the EMEA Region
From Multiple Facilities in the EMEA Region 7,762 135 workstations workstations 8 1 Facilities Facility 4,350+ 26+ Employees Employees 2001 2015 / 2016 Establishment Year / Operational Year Establishment Year / Operational Year 300 1 245+ 2014 / 2015 workstations Facility Employees Establishment Yea
Slide 8: Facilities Overview
Facilities Overview Overview of RCC’s Facilities 1 2 3 4 5 Raya HQ – 6th of October, Maadi Park 3 – Maadi, Raya October City, Cairo Downtown, Cairo Maadi Park 1 -Maadi, Cairo Cairo Cairo Year Established 2001 Year Established 2006 Year Established 2007 Year Established 2010 Year Established 2013 # o
Slide 9: RCC's Differentiators
RCC’s Differentiators RCC Differentiators Compared to RCC Differentiators Compared to Global Competition Regional / Local Competition Capitalize on Successful Track Record Over 1 Flexibility in Providing Tailored Services 1 Local / Regional Peers Accommodate High Value Client Segment 2 Better Cost S
Slide 10: II. Key Investment Highlights
II. Key Investment Highlights
Slide 11: Key Investment Highlights
Key Investment Highlights I A Growing Industry Supported by Key Fundamentals Trends II Leading Market Position in Increasingly Attractive Delivery Locations III Scalable Operational Platform Supported by a Low Capital Intensity IV Comprehensive Provider of BPO Services V Longstanding Client Relation
Slide 12: A Growing Industry Supported by Key Fundamental Trends
I A Growing Industry Supported by Key Fundamental Trends Attractive Market Segment With the growth witnessed in the BPO market, obvious trends towards nearshoring and offshoring coupled with robust growth in vertical segment industries, the contact center market is expected to benefit greatly espe
Slide 13: Leading Market Position in Increasingly Attractive Delivery Locations
Leading Market Position in Increasingly Attractive Core Egyptian II Market and Strong Presence in Favorable UAE and Polish Markets Location Portfolio Diversity within the Top 20 Favorable … With High Availability of Talent and Low Operational Cost Countries… Low India tier-1 AT Kearney 2017 Global S
Slide 14: Scalable Operational Platform Supported by a Low Capital Intensity
III Scalable Operational Platform Supported by a Low Capital Intensity RCC operates an asset light business model and rents all of its facilities, which has allowed for growth with limited Capex Key Highlights of RCC’s Facilities Location of RCC’s Facilities # of Existing Facilities New Facilities W
Slide 15: A Comprehensive Provider of BPO Services
IV A Comprehensive Provider of BPO Services One of the Only Regional Players that Provides Extensive Solutions … Social Media HR Services HR Services Revenue Contribution H1 2020 HR Services Hosting Services Hosting Services Hosting Services Training / Consulting Training / Consulting 1 Contact Serv
Slide 16: Longstanding Client Relationship
V Longstanding Client Relationship … While Maintaining Strong Relationship Continuously Securing New Clients … …Resulting in High Retention Rates(1) with Existing Clients… # of New Clients Added 5-8 Years # of Clients 26 25% 89% 96% 91% 88% 86% 90% 20 75% 17 16 EGP > 8 years 10 10 10 54% 733.8 mn <
Slide 17: Efficient HR Management and State of the Art Infrastructure
Efficient HR Management and State of the Art Infrastructure VI Endorsed by Various Renowned Certificates Key Support Platform Highlights Information Technology Human Resources Security Reliability Quality A Talent Acquisition RCC has access to multiple recruiting channels including their website,
Slide 18: III. Strategy
III. Strategy
Slide 19: Well Defined Growth Strategy with Significant Room for Further Expansion
Well Defined Growth Strategy with Significant Room for Further Expansion Sustain #1 Position in Grow into #1 Player in Develop a Challenger A Egypt B GCC C Platform in Europe These strategic pillars are achieved through the below growth strategies Internal Development Focusing on higher margin ser
Slide 20: IV. Financial Overview
IV. Financial Overview
Slide 21: Financial Overview: Factors Affecting RCC's Profitability
Financial Overview Factors Affecting RCC’s Profitability Key Factors Affecting the Company’s Top Line Growth and Margin Profile I Capacity and Utilization The Company’s top line growth is greatly affected by its total capacity (denoted by the evolution of its total number of workstations), as well a
Slide 22: 2020 Highlights
2020 Highlights Achievements and negative impacts Business Operations + EGP 360 Million in awarded contracts Introduce a CX automation offering + 56.6% YoY growth in upselling & new Introduce WFH Model which reached 85% of business total headcount during the peak of the pandemic. WFH is currently of
Slide 23: 2021 Guidance
2021 Guidance YoY Revenue Growth and Marginality 23
Slide 24: 2021 – 2023 Strategy
2021 – 2023 Strategy Sustain market Expand Footprint in Expand foot print through dominance in the US Market further acquisitions in new the Egyptian through partnerships geographies market, while and acquisitions to capture more leverage hybrid market share delivery model 2021 in the GCC Focus on h
Slide 25: Tech Initiatives – Analytics & AI
Tech Initiatives – Analytics & AI Tech Initiatives Recruitment Automation Platform • Sourcing, Filtration and Assessments • Multi-touchpoints Engagement platform with less human mistakes, no wasted (Omni-channel + Channels deflection + time on data-entry or CRM Integration) extracting/searching prof
Slide 26: Segment Reporting | Offshore & Local Revenue
VII Segment Reporting | Offshore & Local Revenue Revenue breakdown by service type (EGP mn) Revenue and Expense Currency Mismatch Revenue Offshore Local Egypt Cost of Sales Breakdown 909 2019 816 UAE and Poland Cost of Sales 759 734 25% 22% 29% B 529 41% 32% 17% Cost of 41% 22% 36% Sales Cost of 288
Slide 27: Growth Track Record
Financial Overview Growth Track Record Evolution of RCC’s # of Workstations(1) CAGR: 20.5% Average additional # of W/S (last 3 years) +870 Workstations 8,325 Average additional # of W/S (last 5 years) +771 Workstations Average additional # of W/S (last 10 years) +543 Workstations 7,003 6,688 5,715 4
Slide 28: Capacity and Utilization Analysis
Financial Overview Capacity and Utilization Analysis Evolution of RCC’s # of Workstations & Utilization Percentages Average Capacity Utilization % Total Capacity 64% Egypt Dubai Total 82% 80% 79% 76% 74% 72% 70% 8,197 7,003 6,688 8,197 172 5,715 6,852 300 300 135 6,448 4,870 135 5,381 4,470 300 245
Slide 29: Segmental Reporting | Overview
Financial Overview Segmental Reporting | Overview Segments Key Facts 1 Outsourcing 2 Hosting 3 Insourcing Performing all activities of human Outsourcing model is providing voice and Providing the needed contact center resources management from screening, to Description non-voice services to cl
Slide 30: Segmental Reporting | Overview
Financial Overview Segmental Reporting | Overview Offshore Outsourcing Local Outsourcing Hosting Insourcing Revenue evolution Revenue evolution Revenue evolution Revenue evolution 547 % of Total 489 Revenue 20% 19% 418 358 15% 16% 296 14% 11% 10% 175 147 164 119 141 164 143 133 102 133 87 87 104 86
Slide 31: Consolidated Income Statement Overview
Financial Overview Consolidated Income Statement Overview Income Statement Summary Key Highlights In EGP million unless otherwise stated 2016 2017 2018 2019 2020 Consolidated revenues in 2020 recorded EGP 733.8 million, Revenue 528 759.1 908.6 815.6 733.8 down (10%) y-o-y — The decline in our top
Slide 32: Consolidated Balance Sheet Overview
Financial Overview Consolidated Balance Sheet Overview Balance Sheet Summary Working Capital (EGP mn) In EGP mn, unless otherwise stated 2016 2017 2018 2019 2020 Accounts and Notes Receivables and 212.2 152.0 118.5 Accrued Revenue 135.9 168 Prepayments and Other Debit Balances 20.1 34.3 48.8 63.5 53
Slide 33: Contact IR
Contact IR Headquarters Investor_relations@rayacc.com Karim Seoudy 26th July Corridor, Touristic Zone Head of Investments & Investor Relations Direct: +202 3872 6000 (Ext. 5539) 6th of October City Giza, Egypt Fax: +202 3872 6001 PO: 12568 Visit our IR website: http://www.rayacc.com/investor-relatio
Slide 34: Thank you
Thank you Raya Contact Center Investor Presentation 34
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