Moroccan Call Centers Embrace Remote Work Amid COVID-19 Crisis

Faced with the effects of the health crisis, Moroccan companies, financial institutions, and public establishments have been forced to adopt remote work, already common in many companies in the Kingdom, reports fnh.ma. This mode of work has contributed to the maintenance of the productive activities of several companies. A recent study by Rekrute estimates that 50% of companies have placed more than 80% of their employees in telework, including 25% who have brought it to 100%. According to the same source, nearly 24% of companies have placed between 50% and 80% of their employees in telework, against 27% who have placed less than 50% in telework.

Regarding the timing, nearly 63% of companies have adopted telework in a few days, against 15.14% after 2 weeks or more. Among the sectors that have adopted telework, we can mention IT, which accounts for 15% of companies that have adopted telework in a few days. Only 8% are from the education and training sector, against 7% from consulting and studies and 16% from banking and finance.

As for the customer relationship sector, it has managed this crisis as an accelerator of transformation. It employs nearly 80,000 employees and has adapted by deploying more than half in telework mode. The announcement of the easing of the health protocol has allowed a see-saw movement in companies on the subject of teleworking, it is indicated.

To inscribe this mode of operation in time, the Moroccan Association of Customer Relationship (AMRC) has defined the 12 commitments on which the signatory members will have to rely to implement telework under the best conditions. The organization is thus committed to respecting the intentions of this declaration in the implementation of telework at the level of the companies adhering to the AMRC.

For now, there is no legal framework regulating telework in Morocco. According to Maître Nesrine Roudane, a lawyer at the Casablanca Bar, telework, which has similarities with home-based work as provided for in Article 8 of the Labor Code, should not be confused with the latter. A few days ago, the El Otmani government had announced a bill to regulate remote work in the public sector. The objective is to accelerate the digitization of services provided by public administrations.