{"id":139862,"date":"2026-03-16T11:57:19","date_gmt":"2026-03-16T10:57:19","guid":{"rendered":"https:\/\/lexpertjournal.net\/fr\/?p=139862"},"modified":"2026-03-16T11:57:19","modified_gmt":"2026-03-16T10:57:19","slug":"le-crash-des-centres-dappels-approche","status":"publish","type":"post","link":"https:\/\/lexpertjournal.net\/fr\/?p=139862","title":{"rendered":"Le crash des centres d\u2019appels approche ?"},"content":{"rendered":"<h3>L\u2019Expert avait publi\u00e9 pas moins de deux articles sur le futur des centres d\u2019appels en Tunisie \u00e0 la lumi\u00e8re de la nouvelle r\u00e8glementation fran\u00e7aise. En effet, la loi fran\u00e7aise du 30 juin 2025 sur le d\u00e9marchage t\u00e9l\u00e9phonique entre en vigueur\u00a0<strong>\u00e0 partir du 11 ao\u00fbt 2026. Selon cette loi tout d\u00e9marchage non sollicit\u00e9 sera interdit, et ce, quel que soit le secteur<\/strong><strong>.\u00a0<\/strong><strong>Cela signifie concr\u00e8tement que les consommateurs ne pourront plus \u00eatre d\u00e9march\u00e9s, sauf s\u2019ils ont donn\u00e9 explicitement leur consentement\u00a0<\/strong>ou lorsque<strong>\u00a0<\/strong><strong>l&rsquo;appel porte sur un contrat en cours<\/strong><strong>. <\/strong><\/h3>\n<h3>Le secteur des centres d\u2019appels en Tunisie est tr\u00e8s important et occupe une place importante dans le march\u00e9 de l\u2019emploi depuis plus de 30 ans.\u00a0 Le secteur compte pas moins de 350 centres actifs employant 25000 personnes avec 20.000 positions et un chiffre d\u2019affaire annule de 300 millions d\u2019euros. Plus de 80% des emplois concernent des dipl\u00f4m\u00e9s du sup\u00e9rieur. La majorit\u00e9 des donneurs d\u2019ordre pour le march\u00e9 tunisien sont fran\u00e7ais, et en deuxi\u00e8me position les italiens.<\/h3>\n<h3>Plusieurs grands acteurs internationaux se sont d\u00e9j\u00e0 install\u00e9s chez nous tel que le g\u00e9ant fran\u00e7ais Teleperformance, l&rsquo;am\u00e9ricain\u00a0Concentrix, ou Nexus Contact Center.\u00a0Rien que pour la soci\u00e9t\u00e9 Teleprformance pr\u00e9sente en Tunisie depuis 2000, elle emploie plus de 7500 personnes \u00a0\u00e0 Charguia 2, Montplaisir, Kram, Ben Arous et Sousse.<\/h3>\n<h3>L\u2019entr\u00e9e en vigueur de la loi fran\u00e7aise pourrait d\u00e9stabiliser un secteur d\u00e9j\u00e0 fragilis\u00e9 par le recours de plus en plus excessifs \u00e0 l\u2019IA et au Chtabot. Si aucune mesure de soutien ou d\u2019adaptation n\u2019est pas prise dans les prochains mois, le secteur risque de disparaitre avec \u00e0 la cl\u00e9 des milliers de postes d\u2019emplois qui vont s\u2019\u00e9vaporer.<\/h3>\n<h3>Le gouvernement, et principalement le minist\u00e8re des technologies, doit anticiper ce virage important et mettre en place une strat\u00e9gie de sauvetage ou de changement de cap. Des solutions existent certainement. Les centres d\u2019appels sont appel\u00e9s \u00e0 diversifier les march\u00e9s en s\u2019orientant vers le march\u00e9 Espagnol ou l\u2019Allemand, et m\u00eame am\u00e9ricain.<\/h3>\n<h3>Ces centres, principalement ceux qui sont dans la relation client et le d\u00e9marchage, doivent aussi migrer vers des sp\u00e9cialit\u00e9s \u00e0 haute valeur ajout\u00e9e tel que l\u2019assistance technique \u00e0 distance ou les secteur des \u00e9tudes et sondages d\u2019opinions.<\/h3>\n<h3>Le gouvernement de sont c\u00f4t\u00e9 doit penser \u00e0 offrir des formations de reconversion pour ceux qui vont se trouver au ch\u00f4mage \u00e0 cause de cette nouvelle loi.<\/h3>\n<h3>Gouverner, c\u2019est \u00ab\u00a0anticiper\u00a0\u00bb. On doit prendre les d\u00e9cisions ad\u00e9quates tant qu\u2019il est temps.<\/h3>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019Expert avait publi\u00e9 pas moins de deux articles sur le futur des centres d\u2019appels en Tunisie \u00e0 la lumi\u00e8re de la nouvelle r\u00e8glementation fran\u00e7aise. En effet, la loi fran\u00e7aise du 30 juin 2025 sur le d\u00e9marchage t\u00e9l\u00e9phonique entre en vigueur\u00a0\u00e0 partir du 11 ao\u00fbt 2026. Selon cette loi tout d\u00e9marchage non sollicit\u00e9 sera interdit, et [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":139863,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[29],"tags":[],"class_list":["post-139862","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualites"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.9 (Yoast SEO v24.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Le crash des centres d\u2019appels approche ? - L&#039;expert Journal<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/lexpertjournal.net\/fr\/?p=139862\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Le crash des centres d\u2019appels approche ?\" \/>\n<meta property=\"og:description\" content=\"L\u2019Expert avait publi\u00e9 pas moins de deux articles sur le futur des centres d\u2019appels en Tunisie \u00e0 la lumi\u00e8re de la nouvelle r\u00e8glementation fran\u00e7aise. En effet, la loi fran\u00e7aise du 30 juin 2025 sur le d\u00e9marchage t\u00e9l\u00e9phonique entre en vigueur\u00a0\u00e0 partir du 11 ao\u00fbt 2026. 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