Topic: The Offshoring Industry in Morocco

In recent years, Morocco has emerged as a destination of interest for multiple buyers and suppliers. Morocco’s ICT market has grown rapidly from US$400 million in 2001 to US$700 million in 2007. The industry employs more than 41,000 personnel, and is starting to emerge as a competitive alternative for service delivery to Europe and the Middle East.

Offshoring is an emerging segment in Morocco, with the country attempting to become a leading offshore center for the French and Spanish markets. Call center offshoring, in particular, has grown rapidly in recent years, with more than 185 call centers supporting ~17,000 jobs. More than 95 percent of these call centers are located along the Rabat-Casablanca axis. Other cities such as Marrakech, Fes, and Tangier are also fast emerging as call center destinations.

Several major international customer relations organizations have established centers in Morocco including large global players such as Client Logic, Sitel, and Teletech. Many others have set up centers in partnership with local operators such as Transcom with CBI and, Arvato Services with Phone Assistance.

Other global players that have set up their operations in major offshoring zones include Atos Origin, TCS, Capgemini, and Accenture. In addition, French majors such as GFI Informatique and BNP Paribas have set up subsidiaries specializing in the development and maintenance of computer applications, mainframe, and ERP systems.

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