Call Centers: Morocco at a Turning Point as France Changes the Rules

What will France’s ban on unsolicited telemarketing without prior consent, effective August 11, 2026, mean for Moroccan call centers? The reform, which brings an end to Bloctel and requires consumers’ prior consent, poses a significant risk to the Moroccan sector.
Younes Sekkouri, Minister of Economic Inclusion, Small Business, Employment and Skills, stated that the measure could threaten nearly 80% of call-center revenues and put 40,000 to 50,000 jobs at risk. The sector currently accounts for around 120,000 direct and 50,000 indirect jobs and contributes between MAD 10 billion and MAD 12 billion annually to GDP. In 2023, investment in the sector reached nearly MAD 1.3 billion.
In response to this risk, the government is preparing a transformation plan focused on market diversification, higher value-added services, digital technologies and training in new skills. But is the threat as serious as it appears, and to what extent? An exclusive interview with Youssef Chraibi, President of Outsourcia Group and President of the Moroccan Federation of Service Outsourcing.

– L’Economiste: What impact will the new French telemarketing law have on Moroccan call centers?
– Youssef Chraibi: First, the issue needs to be put into perspective. This regulation will have a real impact on cold-calling activities targeting the French market, but it absolutely does not call into question Morocco’s outsourcing industry as a whole.
Outbound telemarketing currently represents only a minority share of customer relationship center activity in Morocco, which we estimate at around 15%. Most jobs are now concentrated in customer service, technical support, back-office operations, sales generated through inbound requests or existing customers, as well as a growing number of higher value-added activities.
It is also important to distinguish between two trends that are sometimes confused: while certain tasks are being automated, European companies are simultaneously continuing to outsource more of their operations. The addressable market for Morocco therefore continues to expand, even though its nature is changing.

– Which jobs in Morocco are most exposed to this law?
The jobs most directly exposed are those exclusively dedicated to cold-call sales prospecting targeting France, particularly in certain sectors that have historically relied heavily on this channel. However, exposure will vary considerably from one company to another. Diversified operators working across several business lines, clients and markets naturally have a much greater capacity to redeploy their workforce. There will therefore be adjustments and job transitions that will need to be supported. However, it would be excessive to conclude that the regulation poses an overall threat to the tens of thousands of jobs in Morocco’s outsourcing industry.

– How can Moroccan call centers adapt to this new regulatory environment?
– I would describe it more as a transformation than a conversion. The industry has already been evolving for several years: from telemarketing to omnichannel customer relations, from front-office to back-office activities, from simple tasks to more complex services, and now toward models in which artificial intelligence enhances employee productivity rather than systematically replacing workers.
The challenge for Moroccan operators is therefore to accelerate this move up the value chain by expanding customer service, support, customer retention, BPO, data processing and business-process activities, while investing heavily in digital skills and AI.

Interview by Fatim-Zahra TOHRY