{"id":138138,"date":"2025-05-23T10:12:31","date_gmt":"2025-05-23T08:12:31","guid":{"rendered":"https:\/\/lexpertjournal.net\/fr\/?p=138138"},"modified":"2025-05-23T10:35:05","modified_gmt":"2025-05-23T08:35:05","slug":"la-france-interdit-le-demarchage-telephonique-quel-impact-sur-les-centres-dappels-et-relation-client-en-tunisie","status":"publish","type":"post","link":"https:\/\/lexpertjournal.net\/fr\/?p=138138","title":{"rendered":"La France interdit le d\u00e9marchage t\u00e9l\u00e9phonique\u00a0: Quel impact sur les centres d\u2019appels et relation client en Tunisie\u00a0?"},"content":{"rendered":"

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Mercredi dernier 21 Mai 2025, le S\u00e9nat fran\u00e7ais vient d\u2019adopter une proposition de loi visant \u00e0\u00a0lutter contre le d\u00e9marchage t\u00e9l\u00e9phonique<\/a>.<\/p>\n

La loi interdit aux entreprises de d\u00e9marcher par t\u00e9l\u00e9phone une personne, soit\u00a0\u00ab\u00a0directement ou par l\u2019interm\u00e9diaire d\u2019un tiers agissant pour son compte\u00a0\u00bb, sans avoir obtenu, au pr\u00e9alable, son consentement de mani\u00e8re \u00ab\u00a0libre, sp\u00e9cifique, \u00e9clair\u00e9e, univoque et r\u00e9vocable\u00a0\u00bb. Ce consentement peut \u00eatre envisag\u00e9 selon un formulaire, un mail ou autre moyen.<\/p>\n

Une exception est n\u00e9anmoins pr\u00e9vue\u00a0: un professionnel peut contacter un client au sujet d\u2019un contrat en cours. L\u2019op\u00e9rateur t\u00e9l\u00e9phonique ou le fournisseur d\u2019\u00e9lectricit\u00e9 peut appeler pour proposer une offre plus avantageuse, en lien avec la pr\u00e9c\u00e9dente. Et devra interrompre l\u2019appel si le client exprime son refus.<\/p>\n

La loi entrera en vigueur le 11\u00a0ao\u00fbt 2026, notamment pour laisser le temps aux entreprises de s\u2019organiser.<\/p>\n

La loi pr\u00e9voit des sanctions pour les entreprises \u00e0 l\u2019origine du d\u00e9marchage \u2013 jusqu\u2019\u00e0 20\u00a0% du chiffre d\u2019affaires moyen annuel pour les entreprises et 500\u00a0000\u00a0euros d\u2019amende pour les particuliers<\/p>\n

Il faut ajouter \u00e0 ce niveau que selon un sondage r\u00e9alis\u00e9 en France 97% des consommateurs se sentent harcel\u00e9s par le d\u00e9marchage t\u00e9l\u00e9phonique.<\/p>\n

Cette interdiction aura certainement un impact sur un des secteurs strat\u00e9giques de l\u2019\u00e9conomie tunisienne \u00e0 savoir celui des centres d\u2019appel et relation client. Un secteur qui a connu depuis des ann\u00e9es une croissance importante et surtout un secteur qui emploie et recrute en masse. En Tunisie op\u00e8re actuellement plus de 200 centres d\u2019appel qui emploient plus de 25000 personnes, en majorit\u00e9 des dipl\u00f4m\u00e9s du sup\u00e9rieur. Ces centres d\u2019appels offrent une opportunit\u00e9 pour plusieurs dipl\u00f4m\u00e9s surtout de s\u2019initier \u00e0 la vie professionnelle, d\u2019acqu\u00e9rir une formation et trouver une source de revenu. Plusieurs dipl\u00f4m\u00e9s ont fait carri\u00e8re dans les centres d\u2019appel qui ne sont plus une simple passerelle durant la p\u00e9riode de ch\u00f4mage. Les centres d\u2019appel en Tunisie op\u00e8rent dans plusieurs domaines et secteurs (technologie, marketing, comptabilit\u00e9,\u2026..).<\/p>\n

Le business des centres d\u2019appels en Tunisie g\u00e9n\u00e8re plus de 300 millions d\u2019euros\/an de revenus, selon leur chambre syndicale.<\/p>\n

La soci\u00e9t\u00e9 T\u00e9l\u00e9performance, op\u00e9rateur fran\u00e7ais, est le plus grand investisseur en Tunisie, et est concern\u00e9 par l\u2019interdiction survenue en France. Ce leader mondial de la relation client emploie \u00e0 travers le monde plus de 510.000 personnes et r\u00e9alise un chiffre d\u2019affaire annuel de 8.2 milliards d\u2019euros.<\/p>\n

Une fois cette loi entr\u00e9e en vigueur l\u2019ann\u00e9e prochaine plusieurs centres d\u2019appels op\u00e9rant dans la branche d\u00e9marchage t\u00e9l\u00e9phonique en Tunisie vont certainement r\u00e9duire leur activit\u00e9 et licencier, ce qui r\u00e9duira les opportunit\u00e9s d\u2019emploi.<\/p>\n

Une reconversion doit \u00eatre envisag\u00e9e d\u00e9s maintenant, et les pouvoirs publics doivent se pr\u00e9parer \u00e0 de nouveaux venus sur le march\u00e9 du ch\u00f4mage.<\/p>\n

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Abou Farah<\/strong><\/div>\n<\/div>\n<\/div>\n
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    Mercredi dernier 21 Mai 2025, le S\u00e9nat fran\u00e7ais vient d\u2019adopter une proposition de loi visant \u00e0\u00a0lutter contre le d\u00e9marchage t\u00e9l\u00e9phonique. 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