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Morocco World
18-02-2025
- Business
- Morocco World
France Tightens Telemarketing Rules, Morocco Call Centers Feel the Heat
Rabat – France is moving towards stricter telemarketing regulations, which could drive Moroccan call centers – who rely on French markets – out of business. Lawmakers in the National Assembly approved a bill banning unsolicited commercial calls unless the consumer gives prior consent. The Senate had already backed the proposal, and the Economic Affairs Committee will now discuss it before approval. The legislation, if passed, would impact Moroccan outsourcing firms, where telemarketing generates about 20% of call center revenue. New rules aim to address consumer outrage French consumers have been grumbling for years over telemarketing. When UFC-Que Choisir surveyed in October 2024, 97% of respondents said they were annoyed by the calls. Many see them as intrusive, with some linked to scams, particularly in energy renovation services. Current legislation has consumers opt out if they do not want to receive such calls. The new law reverses this, with advance permission being required before any business can call. Legislators view this amendment as strengthening consumer protection. Ecologist Parliament Member Delphine Batho, who introduced the proposal, asserted that cold calls are where frauds typically begin. 'People have had enough, and fraud often spreads through these calls, so banning them is essential,' she told AFP. The French government is backing the bill, which could accelerate its passage through parliament. Uncertainty for Moroccan call centers Moroccan call centers rely on French markets, particularly for customer support and telemarketing. Cold calling alone accounts for a big chunk of Morocco's call centers' revenue. While larger firms with multiple services may adjust, smaller centers may be adversely affected if the law takes effect. This is not the first time France has put a restriction on telemarketing. In France, anyone can receive telemarketing calls unless they register their number with Bloctel, a do-not-call service launched in 2016 to reduce unwanted calls. By 2018, about 3.7 million consumers and 700 businesses had signed up, hoping to avoid persistent solicitations. Yet, many find this service to be ineffectual nonetheless. Moroccan call centers have had to get over previous regulatory changes, but this one is more of a challenge. A move from an opt-out to an opt-in system might force companies to regroup and reassess their strategy. The industry is currently in limbo, threatening the job security of many Moroccans, as companies weigh how to offset potential losses against staying competitive in the French market. Tags: Call centerscall centers in moroccoFrance call centers
Euronews
31-01-2025
- Business
- Euronews
France clamps down on cold calling in bid to reduce harassment and scams
We all know the feeling: Your phone rings in your pocket and you answer, only for it to be someone trying to sell you a new deal on your WiFi. Well, if French MPs have their way, cold calls like this will be a thing of the past. France's parliament adopted new rules on Monday to ban unsolicited sales calls from companies. It was added as an amendment to a bill cracking down on fraudulent use of public subsidies, particularly in the energy renovation sector. What's the problem with cold calling? According to research by consumer group UFC-Que Choisir, 97% of French consumers say they are annoyed by cold calling from companies. 'The Ecologist and Social group has sought above all to be useful in defending citizens who are victims of unacceptable scams and frauds that are detrimental to the country's essential transformation, particularly in terms of energy sobriety,' said Delphine Batho, the MP from Ecology Generation who introduced the amendment. The proposal would see the current system changed from consumers needing to opt out to having to opt in. Companies would have to get clients explicit consent to contact them for sales purposes. The bill still needs to be approved by the Senate, but there is widespread support. Will the new law reduce scams? However, some are sceptical that it will have any real effect, particularly in reducing fraud. France has already introduced several measures to combat the problem. In 2016, a free service that allows individuals to register their phone numbers to block telemarketing calls was set up. However, weak enforcement meant many companies continued to ignore the rules. Cold calls from certain industries such as the energy renovation sector, have also been banned in recent years. Telemarketing has also been confined to Monday to Friday from 10 am to 1 pm and 2 pm to 8 pm. Yet the issue persists. 'The problem is not to ban cold calling [to reduce scams], but rather to know how call centers have our information and why they use it at this level,' Centho, a French online scam investigator, told Euronews. 'Without the information about the people they are going to call, they cannot contact us. So the question I'm asking myself is what is going to change? In concrete terms, will call centers stop calling people overnight? No, it's not a law that's going to prevent that.' In the meantime, there are ways to protect yourself against scam calls. Experts say to be wary of all calls you receive, never give out your bank details or PIN over the phone and be conscious of pressure tactics where the caller says you owe money or need to act quickly.
