The union representing workers in Morocco's outsourcing sector has issued a stark warning regarding the potential repercussions of the increasing adoption of artificial intelligence (AI) and automation, which could jeopardize thousands of jobs. In a letter addressed to the government, the National Union of Call Centers and Offshore Professions, affiliated with the Moroccan Labor Union (the largest labor union in the country), emphasized that the sector is at a "critical juncture" due to new regulatory constraints in external markets and the rapid integration of AI technologies. This situation poses a significant threat to employment; however, the union believes that with proactive policies, this challenge could be transformed into an opportunity.
The outsourcing sector encompasses both call centers and companies involved in information technology and engineering services. Ayoub Saoud, the president of the union, stated that "AI will not only change the usual roles within this sector but will also impact the labor market as a whole." He elaborated in an interview with Bloomberg Asharq, saying, "We are not against technology; rather, we advocate for it to serve as a catalyst for equitable transition, enabling the sector to benefit from technological advancements."
Sector Employing Over 148,000 Individuals
Over the past decades, Morocco's outsourcing sector has experienced steady growth, bolstered by strategies that have supported the companies operating within it. Currently, the number of jobs in the sector exceeds 148.5 thousand, reflecting a cumulative net increase of over 18.5 thousand positions since 2022, according to recent data from the Ministry of Digital Transition and Administrative Reform. Call centers represent a significant portion of this total. The union points to the necessity for immediate action to safeguard jobs and steer the sector towards a more sustainable and value-added model that allows technological transformation to serve as a means for decent work rather than a cause of employment reduction or increased job insecurity.
The union stressed in its message to the Moroccan government that the stakes extend beyond merely protecting current job positions; it also involves creating pathways for transition into new professions. Service exports related to this sector are projected to reach $3 billion by 2025, with an annual growth rate averaging 16% over the past five years, according to official reports. The sector comprises over 1,200 local and international companies, reflecting the increasing significance of this activity in the Moroccan economy.
Challenges in the sector are not solely related to AI. In March, Moroccan Employment Minister Younes Sekouri revealed that approximately 50,000 workers in the sector are at risk of losing their jobs due to a new French law that restricts telemarketing and unsolicited communications. This law is set to take effect in August 2026. The French market alone accounts for about 80% of the sector's business, alongside other markets in Canada, Spain, and Belgium, as noted by Ayoub Saoud. He added, "We see a necessity to open up to other markets, particularly English-speaking ones, and importantly, to enhance our local market share, which remains modest, an initiative that should be driven by government sectors and companies."
Union's Demands to Address Challenges
To confront these challenges, the union representing workers in the sector has called for the launch of a national program for retraining and upskilling employees before any layoffs connected to technological transitions. They urge the establishment of recognized certifications that would facilitate transitions to new digital professions. Furthermore, the union advocates for linking government support for companies in the sector with commitments to maintain employment, training, and improve working conditions.
Additionally, the union proposes that the National Labor Market Observatory be tasked with monitoring the impact of technological changes on the sector by identifying threatened jobs, required skills, and training needs, which will aid in preparing for the expected transformations in the coming years. They have also called for dialogue to reshape the "Outsourcing Program by 2030," directing the sector towards higher value-added activities in fields such as technology, data, and AI.
Last year, the government announced a program aimed at increasing sector exports to over $4 billion by the end of the current decade while adding approximately 130,000 new jobs. This program includes tax incentives for companies operating in the sector in special zones in exchange for increased investment in employment across five major chains: Information Technology Services (ITO), Customer Relationship Management (CRM), Business Process Outsourcing (BPO), Engineering and Research & Development (ESO), and Knowledge Process Outsourcing (KPO).
As reported by asharqbusiness.com.
