The Moroccan Federation for the Outsourcing of Services (FMES) presented its perspectives and ambitions for 2021-2023 during a press conference.

In the presence of:

  • Ghita Lahlou, Vice-President of the General Confederation of Moroccan Enterprises (CGEM)
  • Youssef Chraibi, President of the Outsourcia Group – President of the FMES
  • Otmane Serraj, CFSO de Majorel
  • Redouane Mabchour, DG Webhelp Maroc – Commission Innovation
  • Hamza Laraichi – DG Infomineo – Commission KPO
  • Didier Manzari – DG Comdata Morocco and Barcelona – HR and Social Affairs Committee
  • Olivier Blanchard – DG Sitel Africa – Technical, Legal and Security Commission And moderated by Yasmina Belahsen, founder of Mayadigital.

Ghita Lahlou, Vice-President of the CGEM returned to the cooptation of the FMES as an external statutory sectoral federation. “The service outsourcing sector is undoubtedly one of the real levers of our trade balance. We are delighted to co-opt the FMES as an external statutory sectoral federation. One of the challenges for our country in the coming months will be employment, especially for young people. We believe it is essential that all Outsourcing professionals now have direct access to CGEM and be able to make their voices heard for the development of this sector on which we rely a lot. ”

“The service outsourcing sector started in Morocco a little over 20 years ago. Contact centers, in particular, have been able to constantly reinvent themselves to the point of becoming generalist, multichannel, multilingual and multiservice outsourcers. New professions such as KPO have emerged so well that outsourcing can no longer be reduced to verticals such as CRM, BPO or IT, but now designates a sector in its own right which consists in the outsourcing of IT. all value-added service businesses. After having achieved the rank of regional leader, our Federation intends to contribute to inserting the Kingdom durably in the global knowledge economy ”declared Youssef Chraibi (Outsourcia), President of the FMES.

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The FMES represents all the companies operating in the fields of Outsourcing in Morocco, a strategic sector, in particular thanks to its potential for job creation and its contribution to the trade balance.

Outsourcing is one of the rare sectors to have shown resilience during the COVID crisis, with the maintenance of its dynamic of job creation, in particular among young people:

  • Total of 120,000 jobs in Morocco in 2019;
  • Outsourcing is the sector that generates the most jobs in 2020 with more than 10,000 jobs created despite the crisis.

Outsourcing of services is also one of the most currency generating activities:

  • With a turnover of 14 billion dirhams achieved in 2019;
  • The 2020 forecasts should be of the same order which shows how resilient this sector has been (Awaiting figures from the latest);
  • 1.3 billion dirhams of investment over the last 4 years.

With the potential to gain significant market share at the global level, this sector confirms Morocco’s place as a regional leader in the outsourcing business:

  • Morocco is the leading destination for French-speaking Outsourcing with 50% market share;
  • Morocco is also considered to be the most qualitative destination in Africa, with a leading position, despite lower cost competitiveness than competing destinations;
  • Morocco is positioned as a high-end destination specializing in higher-value services, unlike a low-cost destination positioning.

The FMES has set itself the main missions of:

  • Federate all the players in the Outsourcing trades, first of which are the operators in CRM, BPO, KPO, ESO as well as all the new trades that we wish to develop in Morocco;
  • Give this sector the representativeness it deserves given its importance in:
    • Job creation: 1is employer in 2020 (Rekrute survey of January 2021);
    • Export revenues: 3rd currency generator for the country;
    • The development of regions far from economic poles, in particular through teleworking (the first sector to have published a charter for teleworking in Morocco);
    • The development of women’s employment;
    • The development of employment for people with disabilities;
    • The inclusion of Morocco in the global map of the knowledge economy, in general.
  • Support the public authorities in setting up the means necessary for its development, in particular in terms of increasing the skills of the HR pool but also in terms of the regulatory system specific to the Outsourcing sector;
  • Establish a code of ethics and social responsibility specific to the entire Outsourcing sector.