Call Centers: A Sector in Full Evolution According to Concentrix

Despite a slight decrease observed in 2024 in the number of open positions in the call center sector, some players continue to thrive and stand out. Redouane Mabchour, General Manager of Concentrix in the Maghreb, shares his analysis and forecasts for the coming year:

Analysis of the HR trends of the year 2024 shows a slight decrease in terms of open positions in the call center sector. Did you feel this at your level? If so, how do you explain it? Do you think that the recruitment trend in 2025 will be upwards in your sector and what are your forecasts for this year?

At Concentrix, we have not observed a decrease in our recruitment, quite the contrary. The transformation we are currently experiencing, combined with the integration of new clients from various sectors with specific needs, allows us to open more positions and seek new profiles in all the regions where we are present.

The year 2025 looks very promising, with a positive dynamic, rich in opportunities and development. For us, this recruitment is not limited to filling positions. They are also synonymous with investment in the training and skills development of our employees.

We are convinced that talent development is essential to meet the challenges of the sector. This approach is all the more crucial with the increasing integration of technological tools, including AI, into the daily lives of our teams. This requires in-depth acculturation and training to enable our employees to take full advantage of these innovations, far beyond simple recruitment.

Regarding the HR trends of 2024, although some players in the sector have observed a slight decrease in terms of open positions, our diversification strategy and our ability to anticipate market needs have allowed us to maintain a growth trajectory. We are convinced that this trend will continue in 2025, with an increase in recruitment, supported by the growing demand for increasingly personalized and technologically advanced services.

Concentrix will continue to position itself as an employer of choice, offering opportunities for professional fulfillment and adapting to market changes.
Redouane Mabchour, General Manager, Concentrix Maghreb

Discover HR trends

Want to learn more about the prospects and evolutions of the sectors for the coming year? Consult our complete analysis of HR Trends to explore current dynamics, in-demand skills and forecasts for 2025.