France’s ban on unsolicited commercial calls is raising concerns over jobs in the Moroccan call-center industry, with UMT calling on the government to move quickly on retraining and a new strategy for a sector also facing growing pressure from artificial intelligence and automation.
In a memorandum to the government dated September 1, the National Federation of Call Centres and Offshoring Professions warned that new regulations in overseas markets and faster adoption of AI and automation could threaten thousands of jobs.
The federation wants urgent tripartite talks between the government, employers and workers to review the offshoring strategy through 2030, with job protection and new career paths among its priorities.
It is also calling for workers to be retrained before any layoffs linked to technological change.
Retraining before job cuts
Under the union’s proposal, a national reskilling program would prepare workers for new digital occupations through continuous training and retraining, with recognized qualifications and clearer routes into new jobs.
UMT also wants workers represented on the technical committee overseeing the offshoring sector, so that employment concerns are taken into account as the industry adjusts to regulatory and technological changes.
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The National Labour Market Observatory should, meanwhile, be tasked with regularly tracking employment in call centers and offshoring, including the number of workers and contractors, jobs at risk and skills likely to be needed through 2030, the federation said.
UMT also wants public support for the sector tied to commitments on jobs, training and working conditions.
Less dependence on foreign markets
The union is also calling for the industry to reduce its reliance on a limited number of foreign markets and generate more demand for digital services at home.
It wants offshoring companies to expand into technology, data and artificial intelligence, alongside traditional call-center activities.
A permanent social dialogue mechanism should also be set up to track the impact of AI and automation on jobs and occupations, according to the memorandum.
UMT is further calling for measures against undeclared work and wants workers protected from bearing the cost of technological and organizational changes.
The federation wants the government to set out a clear offshoring roadmap through 2030 covering employment, skills, and the sector’s move into new activities.
