Morocco’s call center industry is facing a major disruption as a new French law set to take effect Aug. 11, 2026, will require companies to obtain explicit consent before making commercial calls to consumers in France.
The measure marks a shift from the current opt-out system, under which consumers must request not to be contacted. French authorities say the change is needed after complaints about unsolicited sales calls rose 113% in 2025, while a 2024 survey found that 97% of respondents said they strongly disliked cold calls.
While the law is widely seen in France as a long-awaited consumer protection measure, it poses significant risks for Morocco’s outsourcing industry.
Heavy dependence on France
Morocco’s call center sector is deeply tied to the French market. About 80% of its revenue comes from French clients, and operations are largely conducted in French, from recruitment to training.
As a result, the new rules will directly apply to Moroccan firms serving French customers, even if they operate from cities such as Casablanca. Companies will be required to meet the same consent standards as those based in France.
Uneven impact across the sector
On paper, the sector remains a key pillar of Morocco’s economy. It employs an estimated 120,000 people and contributes more than $1 billion annually to gross domestic product, offering one of the country’s main sources of formal employment for young graduates.
However, the impact of the French law is expected to vary.
Industry estimates suggest outbound cold-calling accounts for only 15% to 20% of total activity, with the majority of work focused on customer service, technical support and back-office operations — areas not directly affected by the new rules.
But that average masks a divide within the sector.
Morocco has around 800 call center companies, and many small and medium-sized firms rely almost entirely on outbound sales calls to France. These companies, which represent about 60% of the sector, often operate on thin margins and depend on continuous campaigns in sectors such as telecommunications, insurance and energy.
Analysts say these firms are the most vulnerable to closures or job cuts if they fail to adapt quickly.
Pressure to diversify
The Moroccan government is encouraging operators to diversify into new markets, including Germany, Spain, Italy and parts of Africa, while shifting toward higher-value services such as digital solutions and technical support.
Training initiatives are also being promoted to help workers transition to new roles.
However, industry experts warn that time is limited. Morocco’s call center ecosystem has been built over decades around its relationship with France, and restructuring that model in a matter of months is expected to be a significant challenge.
add your comment
Terms of publication : Not to offend the writer, people, sacred things, or attack religions or the divine self, and refrain from racist incitement and insults.