Medium and large programs

Outsourcing a large contact center program to Morocco

BPO Contact is a contact center outsourcing provider headquartered in Casablanca, with production in Kénitra, Morocco. We run inbound and outbound customer programs for companies that need a dedicated, multilingual team at scale. To start, describe your volumes, channels and languages in a short request; we reply with scoping questions and a written proposal.

Describe your program

Short form. We reply with questions or a written proposal; nothing is ordered at this stage.

What you scope with us

A large program is not bought off a menu. Each topic below is discussed with your team before anything is agreed.

TopicWhat we clarify togetherTerms
ChannelsPhone, email, live chat or social messaging, and how each channel is routed and reported.Defined together and specified in the written proposal
LanguagesThe languages your customers use, chosen from our validated language grid and qualified for your request.Defined together and specified in the written proposal
Opening hoursDays and time slots to cover, in your customers’ time zones.Defined together and specified in the written proposal
Volumes and peaksExpected contact volumes, seasonality and how peaks are staffed.Defined together and specified in the written proposal
Your toolsYour CRM, telephony or ticketing tools, the access you grant and who provides each tool.Defined together and specified in the written proposal
Quality and reportingEvaluation method, calibration with your team and the indicators you receive.Defined together and specified in the written proposal
Data securityAccess rights, handling of personal data and the documents you want to review.Defined together and specified in the written proposal
Ramp-upHow the team grows from launch to full scope, and how changes are agreed in writing.Defined together and specified in the written proposal

How a program starts

  1. Your need — You describe volumes, channels, languages and hours in the short request form.
  2. Scoping call — We go through the topics above with your team and note open questions.
  3. Written proposal — You receive a proposal covering scope, team, languages, hours, quality and reporting.
  4. Agreement — Nothing starts before the proposal is accepted in writing.
  5. Recruitment and training — We recruit the profiles agreed and train them on your products, procedures and tools.
  6. Launch — The team goes live on the date set in the proposal, with the agreed governance.

Sectors

Our site presents contact center services for sectors such as telecoms, e-commerce, energy, insurance and public services. Sector rules and vocabulary are covered during scoping and training. See industries

Buyer questions

Is there a minimum program size?
We do not publish a minimum size. Your volumes, hours and channels determine the team, and the number of seats is set in the written proposal. One seat is one full-time agent; longer opening hours are covered with more seats, not longer shifts.
Which languages can you staff?
Languages come from our validated grid, for example French, English or Spanish. Each language is qualified for your request and confirmed in the written proposal.
How long does it take to launch?
It depends on the profiles, languages and volumes required. Recruitment and training start after the written agreement, and the launch date is set in the proposal rather than promised in advance.
Can your agents work in our own tools?
Yes, agents can work in your CRM, telephony or ticketing tools with the access you grant. If you ask us to provide technology, it is quoted separately from the agent resources.
How is quality managed?
The evaluation method, calibration sessions with your team and the indicators you receive are agreed during scoping and written into the proposal. We commit to the means we put in place, not to guaranteed results.

Related pages

Contact center services · Multilingual customer support · Omnichannel customer support