What is it about?
This study examines the main factors behind bad working conditions in the Call Centers of Morocco. The research is based on fieldwork including 15 semi-structured interviews and in the analysis of government records, labour legislation, academic studies, statistics and other reports from international organizations. The interviews were carried out in Arabic and French in 2018 in Casablanca, Rabat, Fès, Meknès and they involved workers, former workers, trade union leaders and employers from the Call Center sector. The article highlights the fact that the bad working conditions are caused by a combination of multiple factors, such as the effects of neoliberal reforms, the economic dependence on Europe but also the inefficiency of the labour inspections. The first part discusses the broad factors including the telecommunications’ sector reforms, international agreements, legal and tax reforms that exacerbate directly or indirectly the working conditions. The second part aims to investigate the centers organization and other micro-factors that affect the possibility of claiming rights and speaking out against unfair practices.
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Why is it important?
This study gives voice to many unheard youth and uncovers the multiple, complex and apparently invisible dynamics of the moroccan Call Center sector. Thanks to the interviews we were able to assess in detail the issues faced by workers and, consequently, to explore them.
Perspectives
The study is comprehensive and intriguing, what came up from the inteviews is a mix of frustration and hope. It was a challenge and a pleasure to translate words and feelings into a phenomenon with social and scientific explanation.
FRANCESCA GALIAZZO
Read the Original
This page is a summary of: I Call Center in Marocco: uno studio sulle condizioni di lavoro nel settore, Studi Maġrebini, June 2021, Brill,
DOI: 10.1163/2590034x-12340043.
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