Boosting Call Centers
24 October 2011
Read by 1941 persons
The customer service sector in Morocco is currently doing very well; however, the significant lack of qualified human resources is a major concern for operators in the sector.
Vocalcom, a company specializing in technological solutions for call centers, held its first "Vocalcom Regionals" event on October 20 in Fes. This meeting is part of the events periodically organized by Vocalcom to discuss the daily challenges faced by call centers and to propose appropriate solutions to further develop this sector in Morocco until it meets European standards.
Speaking on this occasion, Adib Bargach, General Manager of Vocalcom Maghreb, the Moroccan subsidiary of Vocalcom, stated that the customer service sector in Morocco is the leader in Africa and Southern Mediterranean. "It is a very important sector for Morocco as it generates jobs and wealth. With 10 years of full activity and 25,000 positions, the customer service sector has a bright future with a development potential of about ten years," he specified.
However, although the sector is currently booming in Morocco, the significant lack of qualified human resources is a real headache for sector operators. Rajae Meskini, General Manager of the "GiantLink" call center in Fes, confirms this observation. "We need young people trained in customer relations. ANAPEC sends us profiles that don't have basic training. We are looking for young people who can communicate and who have minimal skills in language and sales techniques," she explained. And she added: "We need to explain to these young people that customer service is a real profession and not a temporary job. It's a profession in which they can have opportunities to evolve and have an ambitious career plan. It is also a training profession that allows them to later practice different professions.
For his part, Mr. Bargach stressed that there weren't enough people to provide adequate customer relations training, but ensured that efforts were being made to improve the level of customer relations training. "The "Call Académie" program can be a solution insofar as it aims to raise the level of human resources, particularly in French," he added.
Note that Vocalcom is a French multinational that began its activities in Morocco in 2004. Its headquarters are in Paris and it has 18 subsidiaries worldwide.
Vocalcom is currently a leader in the global customer service market, with over 250,000 call center agents working on its platforms. After being elected Product of the Year for 5 consecutive years, Vocalcom received the European Innovation Award in 2006 for its new "IP" platform open to all new media.
"Call Académie"
In order to help call centers struggling to find profiles that are perfectly fluent in French, the Ministry of Industry and Trade launched the "Call Académie" program in April 2010 in partnership with ANAPEC and AMRC (Moroccan Association of Customer Relations). After selection, candidates undergo 400 hours of training over three months in specialized firms, leading to a certificate. The training includes a French language learning program, covering French language, behavioral skills, and skills related to customer relations professions.
Candidates also benefit from internships with employers. They join the company after signing an employment contract and receive a second certificate from the employer after 9 months of integration.
Lematin.ma
Published October 22, 2011.
Posted online October 24, 2011.
Vocalcom, a company specializing in technological solutions for call centers, held its first "Vocalcom Regionals" event on October 20 in Fes. This meeting is part of the events periodically organized by Vocalcom to discuss the daily challenges faced by call centers and to propose appropriate solutions to further develop this sector in Morocco until it meets European standards.
Speaking on this occasion, Adib Bargach, General Manager of Vocalcom Maghreb, the Moroccan subsidiary of Vocalcom, stated that the customer service sector in Morocco is the leader in Africa and Southern Mediterranean. "It is a very important sector for Morocco as it generates jobs and wealth. With 10 years of full activity and 25,000 positions, the customer service sector has a bright future with a development potential of about ten years," he specified.
However, although the sector is currently booming in Morocco, the significant lack of qualified human resources is a real headache for sector operators. Rajae Meskini, General Manager of the "GiantLink" call center in Fes, confirms this observation. "We need young people trained in customer relations. ANAPEC sends us profiles that don't have basic training. We are looking for young people who can communicate and who have minimal skills in language and sales techniques," she explained. And she added: "We need to explain to these young people that customer service is a real profession and not a temporary job. It's a profession in which they can have opportunities to evolve and have an ambitious career plan. It is also a training profession that allows them to later practice different professions.
For his part, Mr. Bargach stressed that there weren't enough people to provide adequate customer relations training, but ensured that efforts were being made to improve the level of customer relations training. "The "Call Académie" program can be a solution insofar as it aims to raise the level of human resources, particularly in French," he added.
Note that Vocalcom is a French multinational that began its activities in Morocco in 2004. Its headquarters are in Paris and it has 18 subsidiaries worldwide.
Vocalcom is currently a leader in the global customer service market, with over 250,000 call center agents working on its platforms. After being elected Product of the Year for 5 consecutive years, Vocalcom received the European Innovation Award in 2006 for its new "IP" platform open to all new media.
"Call Académie"
In order to help call centers struggling to find profiles that are perfectly fluent in French, the Ministry of Industry and Trade launched the "Call Académie" program in April 2010 in partnership with ANAPEC and AMRC (Moroccan Association of Customer Relations). After selection, candidates undergo 400 hours of training over three months in specialized firms, leading to a certificate. The training includes a French language learning program, covering French language, behavioral skills, and skills related to customer relations professions.
Candidates also benefit from internships with employers. They join the company after signing an employment contract and receive a second certificate from the employer after 9 months of integration.
Lematin.ma
Published October 22, 2011.
Posted online October 24, 2011.
