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Call centers employ in total 30 000 persons including a majority of women.
3 billion of dirhams in sales in 2006 but the margins stat to deteriorate.
The Professionals expect a movement of restructuring in 2008. 

 

The alarm rings at four o'clock in the morning to Ayoub. Soon he prepares to take the minibus reserved for the transport of personnel call center where he is employed. His working day starts at 5am and ends at 10am in summer and 6am to 11am in winter time difference with Europe is required. Upon arrival, a coffee quickly swallowed decorated with a cigarette for warm voice, and the work of prospecting begins. The files to solicit clients are available. The predictive softwares facilitate the work and save the hassle of dial telephone number. This avoids falling on false numbers, which facilitates the task. The call centers are a sector of a high added value and both equipment and software are all of recent inventory. But later operator quickly alters the voice, ears buzz and stress related to the fear of not achieving the objectives drives him stressed.

Ayoub is twenty-two years and has no diploma. But there is no shortage of assets. A language "well hanged" and a good mastery of English allowed him to start working in one of the many call centers, which are mushrooming. He is employed as a telemarketer. "This is not ideal but better than remain Jobless," says the young man. For others, the method was totally different
  
This is the case of Youssef, holds a tray +5 in computer management a degree that has not helped him get integrate in the world of work. At least not for the moment, he says. As a result, his training does not really serve him in his current work: "Usually I am asked to make technical assistance. For example assist a client in the connection and the start of his ordered aircraft. This is not a challenge! "For some, the windfall turns into disillusionment after some time. Indeed, the craft of call centers generally are limited to issuing or receiving calls or both. In the first case, it is of making appointments for salespeople who will then pick the order from the client, of calendar management of the sales force located locally in France generally, or sales distance. A teleoperator Generates

an annual turnover of 17 000 euros
As for receiving calls, it consists of received commands for local and international telecommunications operators to deal with claims, orders or information. "Anyway, this is an interesting and valued profession," says, for his part, Mohammed Slimani, DG (general director) of Strategy Call. For this entrepreneur, the call is at 80% of women, the latter having contact easier. According to him, the salary is equal to twice of the Smig and is a tremendous lift and a tool for social empowerment of women.
Nevertheless, the sector becomes increasingly a major provider of jobs, with 30 000 employees.

17 000 teleoperators
Is that the sector is still profitable. The evidence, it has generated for the year 2006 alone, sales of 3 billion DH, knowing that teleoperator generates in average an annual turnover of 17 000 euros. But if these figures may seem large, professionals explain that profit margins are already starting to melt and for two main reasons. First, increased competition, the fact that many entrepreneurs are engaged in call centers field, baited by money and by mimicry. Immediate outcome: lower prices.
 BAC +2, BAC +4 and less than 25 years!
On the other hand, when large groups are installed, they drained the best with more attractive salaries, so a higher cost. "The heart of business is human resources," says the GD of a center. Indeed, contrary to what one might think, in the sector, everything is intangible. As with any service activity, so the richness of the company lies in human resources. "We invest in ongoing training," said a trader. Indeed, whenever the center is working on a new project, a new product, it has to train its teleoperators for at least a week to new specifics to be able to answer questions of new customers.
 And who says that human resources says, of course, recruitment, selection, most importantly, good research of good profiles. Today, nearly 50% of telecom is BAC +2 BAC +4, aged less than 25, generally recruited for positions of juniors. The others are recruited at those of less than 30 years in senior positions of teleoperators or experts. There are Few operators who are over 30 years. However, there are more than wages are motivating they can climb to 6 500 or 7 000 DH by adding bonuses and opportunities for development in which companies are structured. An operator can become a team leader and manage a dozen of people. Thereafter, he can become a project leader and pilot a folder alone ensuring the direct relationship with the payer, or head of board and become a manager as the word suggests. In the end, most of them, it is a means like other means to get a career.   Especially since, contrary to what some believe, the turnover does not exist to pose major problems because, as professionals, labour is abundant. «There is provided recognition of the work and good working conditions, employees have no reason to leave the service. Unless this is not for better pay or better position ".
Driss Amrani, head of plateau in the call center Cerdas, which has 80 positions, its turnover estimated at 15%, which means that 15% of the averages of his telaoperators leave each year, knowing that they are replaced. A replacement level that does not seem to unduly worry the more it can be higher in other centers, especially the largest, with 100 positions and more.
Of course, the turnover should be, as professionals, with lower restructuring of the sector which they foresee for 2008, when many small call centers should be absorbed by large ones.
The alarm rings at four o'clock in the morning to Ayoub. Soon he prepares to take the minibus reserved for the transport of personnel call center where he is employed. His working day starts at 5am and ends at 10am in summer and 6am to 11am in winter time difference with Europe is required. Upon arrival, a coffee quickly swallowed decorated with a cigarette for warm voice, and the work of prospecting begins. The files to solicit clients are available. The predictive softwares facilitate the work and save the hassle of dial telephone number. This avoids falling on false numbers, which facilitates the task. The call centers are a sector of a high added value and both equipment and software are all of recent inventory. But later operator quickly alters the voice, ears buzz and stress related to the fear of not achieving the objectives drives him stressed.

Ayoub is twenty-two years and has no diploma. But there is no shortage of assets. A language "well hanged" and a good mastery of English allowed him to start working in one of the many call centers, which are mushrooming. He is employed as a telemarketer. "This is not ideal but better than remain
Jobless," says the young man. For others, the method was totally different  This is the case of Youssef, holds a tray +5 in computer management a degree that has not helped him get integrate in the world of work. At least not for the moment, he says. As a result, his training does not really serve him in his current work: "Usually I am asked to make technical assistance. For example assist a client in the connection and the start of his ordered aircraft. This is not a challenge! "For some, the windfall turns into disillusionment after some time. Indeed, the craft of call centers generally are limited to issuing or receiving calls or both. In the first case, it is of making appointments for salespeople who will then pick the order from the client, of calendar management of the sales force located locally in France generally, or sales distance. A teleoperator Generates

an annual turnover of 17 000 euros
As for receiving calls, it consists of received commands for local and international telecommunications operators to deal with claims, orders or information. "Anyway, this is an interesting and valued profession," says, for his part, Mohammed Slimani, DG (general director) of Strategy Call. For this entrepreneur, the call is at 80% of women, the latter having contact easier. According to him, the salary is equal to twice of the Smig and is a tremendous lift and a tool for social empowerment of women.
Nevertheless, the sector becomes increasingly a major provider of jobs, with 30 000 employees.

17 000 teleoperators
Is that the sector is still profitable. The evidence, it has generated for the year 2006 alone, sales of 3 billion DH, knowing that teleoperator generates in average an annual turnover of 17 000 euros. But if these figures may seem large, professionals explain that profit margins are already starting to melt and for two main reasons. First, increased competition, the fact that many entrepreneurs are engaged in call centers field, baited by money and by mimicry. Immediate outcome: lower prices.
 BAC +2, BAC +4 and less than 25 years!
On the other hand, when large groups are installed, they drained the best with more attractive salaries, so a higher cost. "The heart of business is human resources," says the GD of a center. Indeed, contrary to what one might think, in the sector, everything is intangible. As with any service activity, so the richness of the company lies in human resources. "We invest in ongoing training," said a trader. Indeed, whenever the center is working on a new project, a new product, it has to train its teleoperators for at least a week to new specifics to be able to answer questions of new customers.
 And who says that human resources says, of course, recruitment, selection, most importantly, good research of good profiles. Today, nearly 50% of telecom is BAC +2 BAC +4, aged less than 25, generally recruited for positions of juniors. The others are recruited at those of less than 30 years in senior positions of teleoperators or experts. There are Few operators who are over 30 years. However, there are more than wages are motivating they can climb to 6 500 or 7 000 DH by adding bonuses and opportunities for development in which companies are structured. An operator can become a team leader and manage a dozen of people. Thereafter, he can become a project leader and pilot a folder alone ensuring the direct relationship with the payer, or head of board and become a manager as the word suggests. In the end, most of them, it is a means like other means to get a career.   Especially since, contrary to what some believe, the turnover does not exist to pose major problems because, as professionals, labour is abundant. «There is provided recognition of the work and good working conditions, employees have no reason to leave the service. Unless this is not for better pay or better position ".
Driss Amrani, head of plateau in the call center Cerdas, which has 80 positions, its turnover estimated at 15%, which means that 15% of the averages of his telaoperators leave each year, knowing that they are replaced. A replacement level that does not seem to unduly worry the more it can be higher in other centers, especially the largest, with 100 positions and more.
Of course, the turnover should be, as professionals, with lower restructuring of the sector which they foresee for 2008, when many small call centers should be absorbed by large ones.
 

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