top of page

Morocco Offshoring Services Industry Market Report (BPO, IT)

Updated: Jun 3


Morocco Offshoring Services Industry Market Report (BPO, IT)


The offshoring services industry in Morocco, encompassing business process outsourcing (BPO) and information technology (IT) services, is a rapidly growing sector, facilitating economic growth, job creation, and technological advancement. As of 2023, the offshoring services sector is valued at approximately USD 4 billion, with call centers, IT services, and shared service centers being the primary components (source: Moroccan Investment Development Agency - MIDA).


The sector has seen an annual growth rate of 10% over the past five years, driven by foreign investments, government support, and the expansion of digital infrastructure. Morocco's GDP stood at USD 124 billion in 2022, with the offshoring services sector accounting for about 3% of the total (source: World Bank). The future growth potential of the sector is substantial, with projections indicating that the market could reach USD 8 billion by 2030, supported by ongoing investments and increased service capabilities.


Morocco's strategic location, multilingual workforce, and favorable business environment make it an attractive destination for offshoring services. The government's focus on developing technology parks, improving digital infrastructure, and providing incentives for foreign investors is also boosting the sector. Key players include global BPO and IT services providers, as well as local companies.



Key Market Trends


Several trends are shaping the offshoring services industry in Morocco, including:


  1. Government Support: The Moroccan government has implemented several policies and programs to promote offshoring services. These include tax incentives, investment subsidies, and infrastructure development projects. The government aims to enhance the competitiveness of the offshoring services sector and attract more foreign investments. Initiatives such as the establishment of technology parks in Casanearshore, Technopolis Rabat, and Fes Shore have been pivotal.

  2. Foreign Investments: Morocco has attracted significant foreign investments from leading BPO and IT services companies. These investments are driving the expansion of service centers and the development of local capabilities. For instance, companies like Teleperformance and Webhelp have expanded their operations, creating thousands of jobs and enhancing service quality.

  3. Digital Transformation: The adoption of digital technologies, such as cloud computing, artificial intelligence (AI), and automation, is transforming the offshoring services industry. Companies are leveraging these technologies to enhance productivity and efficiency. The use of AI-powered chatbots, robotic process automation (RPA), and advanced data analytics is becoming increasingly common.

  4. Multilingual Workforce: Morocco's multilingual workforce, proficient in Arabic, French, Spanish, and English, is a key competitive advantage. This linguistic diversity enables companies to serve a wide range of international markets. The availability of skilled professionals fluent in multiple languages makes Morocco an ideal location for multilingual customer support centers.



Competitive Landscape


The offshoring services market in Morocco is competitive, with numerous local and international players involved in various projects. Major players include:


  1. Teleperformance: A leading global BPO company with significant operations in Morocco, providing a wide range of customer service and technical support services. Teleperformance holds an estimated market share of 20%. The company operates multiple call centers across the country, serving clients from various industries.

  2. Webhelp: Known for its comprehensive range of BPO and IT services, Webhelp holds a market share of approximately 15%. Webhelp has established a strong presence in Morocco, offering services such as customer support, sales, and technical assistance.

  3. Atos: A key player in the IT services market, offering a wide range of services, including consulting, digital transformation, and managed services. Atos holds a market share of around 10%. The company has been instrumental in providing IT solutions to both local and international clients.

  4. International Companies: Companies like IBM, Accenture, and Capgemini are significant players in the market, leveraging their global expertise to offer high-quality BPO and IT services. These companies collectively hold about 30% of the market share. Their presence has contributed to the growth of Morocco's offshoring sector by bringing in advanced technologies and best practices.



Opportunities and Challenges


Opportunities:


  1. Call Centers and Customer Service: There is significant demand for call center and customer service outsourcing, driven by Morocco’s multilingual workforce. Companies can invest in developing and operating call centers and customer service centers. Products such as customer support services, technical support, and telemarketing services are in high demand. The expansion of e-commerce and the increasing need for customer engagement solutions further drive this demand.

  2. IT Services: The growing digital economy presents opportunities for IT services. Companies can invest in developing and providing IT solutions, including software development, cloud services, and cybersecurity. Products such as custom software development, IT consulting, and managed IT services are needed. The rise of digital transformation projects across various industries, including finance, healthcare, and retail, offers significant growth potential.

  3. Shared Service Centers: The increasing need for cost-effective business operations presents opportunities for shared service centers. Companies can invest in developing and operating shared service centers for various functions, including finance, HR, and procurement. Products such as financial processing, HR management, and procurement services are in demand. These centers can help multinational companies streamline their operations and reduce costs.

  4. Digital Transformation: The adoption of digital technologies presents opportunities for digital transformation services. Companies can develop and provide digital transformation solutions, such as AI, automation, and data analytics. Products such as AI-powered chatbots, robotic process automation (RPA), and data analytics platforms are needed. Digital transformation initiatives can help businesses improve efficiency, enhance customer experience, and gain competitive advantage.

  5. Nearshoring: The strategic location of Morocco, close to Europe and the Middle East, presents opportunities for nearshoring services. Companies can invest in developing nearshore service centers to serve European and Middle Eastern markets. Products such as multilingual customer support, IT outsourcing, and back-office operations are in high demand. Nearshoring allows companies to benefit from proximity to their markets while leveraging cost advantages.



Challenges:


  1. Regulatory Environment: Navigating the regulatory environment can be complex, with various permits and approvals required for offshoring services projects. Ensuring compliance with local regulations requires significant effort and investment. Companies must engage with regulatory authorities, such as MIDA and the National Telecommunications Regulatory Agency (ANRT), to streamline approvals and ensure compliance. Staying updated with regulatory changes and maintaining transparency with authorities is crucial.

  2. Infrastructure Constraints: Despite improvements, there are still challenges related to digital infrastructure. Companies need to invest in developing quality facilities and networks to support offshoring services operations. Collaboration with government authorities and private sector stakeholders can help address infrastructure gaps. Ensuring reliable internet connectivity and robust data centers is essential for seamless operations.

  3. Talent Acquisition: The availability of skilled talent can be a challenge. Companies need to invest in training and development programs to build a skilled workforce. Collaborating with educational institutions and vocational training centers can help address this challenge. Offering competitive salaries, career development opportunities, and a positive work environment can also attract and retain top talent.



Relevant Authorities and Organizations


  1. Moroccan Investment Development Agency (MIDA): MIDA promotes investment in Morocco, including in the offshoring services sector, providing support and incentives for foreign and local investors.

  2. National Telecommunications Regulatory Agency (ANRT): ANRT oversees telecommunications regulations and policies, ensuring compliance and facilitating the growth of the offshoring sector.

  3. Moroccan Agency for Digital Development (ADD): ADD focuses on enhancing Morocco's digital infrastructure and promoting digital transformation across various sectors.

  4. Federation of Information Technology, Telecommunications, and Offshoring (APEBI): APEBI represents the interests of IT and offshoring companies in Morocco, advocating for favorable policies and promoting industry growth.



Conclusions and Recommendations


The offshoring services industry in Morocco offers significant growth potential, driven by government support, foreign investments, and digital transformation. However, entering this market requires a thorough understanding of the local landscape and the ability to navigate regulatory and infrastructure challenges. Key recommendations for potential investors and businesses include:


  1. Market Research: Conduct comprehensive market research to identify key segments and products with the highest growth potential. Understanding the demand patterns, customer preferences, and competitive landscape is essential for making informed investment decisions. Detailed market analysis can help identify emerging trends and opportunities.

  2. Partnerships: Forge partnerships with local BPO and IT services companies, government bodies, and international investors to leverage their expertise and resources. Collaborating with established players can facilitate market entry and enhance operational efficiency. Strategic alliances and joint ventures can also provide access to advanced technologies and financial resources. Partnering with local educational institutions can also enhance talent development.

  3. Regulatory Compliance: Ensure strict adherence to offshoring services regulations and engage with regulatory authorities to streamline project approvals. Building strong relationships with MIDA, ANRT, and other regulatory bodies is essential for ensuring compliance and mitigating regulatory risks. Companies should also implement robust governance and compliance frameworks to uphold ethical standards and maintain stakeholder trust. Regular audits and compliance training can ensure adherence to regulatory requirements.

  4. Innovation and Technology: Invest in innovative technologies and solutions to enhance efficiency and productivity. Developing and implementing digital transformation technologies, such as AI, automation, and cloud computing, can drive growth and competitiveness. Companies should also explore opportunities in data analytics and cybersecurity to optimize operations and improve service quality. Leveraging emerging technologies can provide a competitive edge in the rapidly evolving offshoring sector.

  5. Talent Development: Invest in training and development programs to build a skilled workforce. Collaborating with educational institutions and vocational training centers can help address talent acquisition challenges. Companies should also focus on creating attractive career opportunities and retaining top talent to enhance long-term success. Providing continuous learning and professional development opportunities can enhance employee satisfaction and loyalty.


By capitalizing on these opportunities and addressing the challenges, businesses can successfully enter and thrive in Morocco's dynamic offshoring services market. The sector's growth potential, driven by government support, foreign investments, and digital transformation, offers significant opportunities for investors and companies willing to navigate the complexities of the market.


Emphasizing innovation, talent development, and strategic partnerships can enhance the long-term success and competitiveness of offshoring services companies in Morocco.



7 views0 comments

Comments


Industry Reports. Checklists. Weekly Updates

UNLIMTED ACCESS 

Only $7.99

bottom of page