A booming employment sector

The Moroccan federation of outsourcing of services recently organized a press videoconference during which the results and perspectives of the said institution were presented. This is a rapidly expanding sector considered today, in this period of Covid-19, as a provider of jobs. It is clear, as the FMES points out, that Outsourcing is one of the rare sectors to have shown resilience during the COVID crisis, with the maintenance of its dynamic of job creation, in particular among youth. The figures posted by the sector confirm this dynamic.

Indeed, with a total of 120,000 jobs in Morocco in 2019, Outsourcing is the sector that generates the most jobs in 2020 with more than 10,000 jobs created despite the crisis, not to mention that the sector ranked third in terms of export turnover. Better still, Outsourcing has experienced nearly 1.3 billion dirhams of investment over the past 4 years. A dynamism which means that despite the “aggressive offers” of the competition in terms of price, Morocco maintains its leadership as the first destination of French-speaking Outsourcing with 50% of the market share, as specified by Mr. Youssef Chraïbi, President of the FMES and of the Outsourcia Group (read the three questions).

Business outsourcing
And it is rightly moreover that the FMES is deploying a strategic action plan to accelerate the development of the service outsourcing sector and strengthen Morocco’s positioning as a hub for the outsourcing of high-level jobs. added value. It could not be otherwise when we know that new professions such as KPO have emerged so that Outsourcing can no longer be reduced to vertical services such as CRM, BPO or IT, but now designates a sector. full-fledged which consists in the outsourcing of all high value-added service trades.

This breakthrough is not the result of chance, the sector started in Morocco a little more than 20 years ago, with 2 main segments, namely: call centers and IT outsourcing. In this regard, it is worth noting that call centers have evolved into multi-channel contact centers, with a declining share of voice in favor of digital channels.

Moreover, the FMES represents all the companies operating in the fields of outsourcing of services in Morocco, has just been co-opted to the CGEM. This co-optation follows the decision of the Board of Directors of the Confederation. During this Council, the directors took note of the criteria for identifying a sector activity represented within the CGEM, namely the weight and the development prospects of the sector, the consistency with the country’s strategic objectives and the degree maturity of sectoral representation.

Leading position
Today, Morocco is considered, according to the Federation, as the most qualitative destination in Africa, with a leading position, despite lower cost competitiveness than competing destinations. Moreover, the FMES has given itself the task of supporting the public authorities in setting up the means necessary for its development, in particular in terms of increasing the skills of the HR pool but also in terms of the regulatory system specific to the Outsourcing sector. It also involves the establishment of a code of ethics and social responsibility specific to the entire Outsourcing sector.

To face up to the many challenges in the sector, a new office has just been elected around Youssef Chraïbi (President of the Outsourcia Group) as President of the FMES. We also find Redouane Mabchour (CEO of Webhelp Maroc) as Vice-President, Hassan Ghellab (CEO of Majorel Africa) as Secretary General, Olivier Blanchard (CEO of Sitel Africa) as Deputy Secretary General, Ahmed Belahsen (CEO of MCC), Treasurer, and Tarik Dahab (CEO of Leyton), Deputy Treasurer.

The new team is driven by great ambitions. Mr. Youssef Chraïbi declares on this subject that “after having reached the rank of regional leader, our Federation intends to contribute to inserting the Kingdom durably into the global knowledge economy”. Finally, let us recall that the outsourcing of services is one of the activities that generate the most currencies, with a potential for significant market share gains at the global level, this sector confirms Morocco’s place as a regional leader in the outsourcing business. .

FMES mission

The FMES has set itself the main missions, among others, of bringing together all the players in the Outsourcing professions, first of which are the operators in CRM, BPO, KPO, ESO as well as all new jobs that we want to develop in Morocco, but also to give this sector the representativeness it deserves, given its importance in job creation. It is already considered the 1st employer in 2020, according to the Rekrute survey of January 2021), and also in the field of export revenues. The FMES also intends to support the development of regions far from economic poles, in particular through teleworking (the first sector to have published a charter for teleworking in Morocco), the development of women’s employment as well as the development of the employment of people with disabilities.


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