INTRODUCTION

While traditionally the French contact center services activity has largely remained on shore, the growing maturity of global sourcing in other languages is encouraging buyers and suppliers to leverage lower cost locations in Africa and Central and Eastern Europe for sourcing French language support. In particular, Egypt, Morocco, Mauritius, and Tunisia are emerging as attractive low-cost offshore/nearshore destinations for French contact center services. Lower operating costs coupled with a large French-speaking workforce are the key value propositions of these countries. This Everest research provides an overview of select contact center players in Europe, Middle East, and Africa (EMEA) that have successfully achieved meaningful scale, capabilities, and experience in the French language to be considered credible options for meeting global sourcing requirements of large companies.

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