Morocco’s Outsourcing Industry Thrives, Creating 120,000 Jobs Amid Crisis

This sector, operational in Morocco for nearly 20 years, has shown resilience in the face of the crisis. "In terms of jobs, we are talking about 120,000 jobs," said RFI, citing Youssef Chraibi, head of the Outsourcia group and president of the Fmes, who added: "We are the most dynamic sector for the year 2020. We even surpassed the automotive sector during this crisis."

The sector has particularly benefited from the crisis, offering its services to clients who have an even greater need for solutions to minimize their costs. Thus, "the digital transformation has accelerated, e-commerce has experienced an unprecedented boom and in the sector we serve the most," said Youssef Chraibi.

Apart from telecommunications, outsourcing is also developing in other sectors, including banking. "For the past 5 or 6 years, we have started to practically outsource the entire banking back office. Today we handle everything related to checks, trade finance, client legal files, disputes [...] All of this is completely outsourced by the regional popular banks and for the past 4 years. We have started to explore the international market," explains Hassan Charaf, Commercial Development Director of Business Process Outsourcing (BPO).

Thus, contacts have been established with German, French, Swiss or Indian banks. While Anglophone Africa is in the lead in terms of service outsourcing, Morocco remains the leader in Francophone countries, followed by other countries such as Côte d’Ivoire, Madagascar or Senegal.