Call centers in the Maghreb facing artificial intelligence

With 90,000 employees in Morocco and over 20,000 in Tunisia, call centers in the Maghreb are at the forefront in the upcoming battle of jobs with the rise of artificial intelligence (AI). Since the early 2000s, the former has placed a strong emphasis on outsourced customer relationship, one of the main sectors creating net jobs in the country: an average of 10,000 each year.

Across all its professions, service outsourcing has never weighed so heavily: €1.6 billion in exports in 2023, equal to the aerospace industry. Revenues mainly come from France. Despite increased competition in Africa, the Moroccan kingdom still captures half of the French market share outside of France.

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