Moroccan Call Center Giant Intelcia Shifts 50% of Workforce to Remote Work Amid COVID-19

For Karim Bernoussi, CEO of the group, the barrier measures, telework, masks for call center agents (50,000 masks ordered urgently for 3 weeks for on-site employees in Morocco), the guarantee of 100% of salaries, the ongoing negotiations for the acquisition of laptops at 0% credit, the increase in transport shuttles, are all measures taken by the Moroccan group in this exceptional crisis context.

After taking special measures at the beginning of the crisis to allow its staff to reposition themselves in order to ensure health safety, the group gradually adopted the telework solution in March. To date, the company has 7,000 people working remotely and will soon exceed 8,000 people out of the Group’s 17,000 employees (i.e. almost 50% of its call center agents are now teleworking). In Morocco, 4,000 employees are teleworking and the objective would be to reach 4,500 call center agents under telework out of the 8,000 people working for the company, the group indicates.

This measure has helped reassure Intelcia employees and secure the work environment as the occupancy rate of the sites has decreased. According to the CEO, only 15% of employees are now on site, i.e. 150 people on a site of 1,000 people. As for salaries, the company says it is committed to guaranteeing them at 100% throughout the crisis for all employees who do not absent themselves.

Furthermore, recruitments have already started online to ensure the post-crisis period. In this sense, arrangements have been made so that new hires adapt to telework. Thus, their laptops will be configured for this purpose and they will receive remote training.

Note that the Intelcia group ended the year 2019 with good performance. Its turnover had exceeded 200 million euros and it had 15,000 employees in 8 countries around the world.