With a strategic location, a multilingual workforce, and competitive pricing, Tunisia has positioned itself as a preferred outsourcing destination for both European and global contact centers.
Why Outsource to Tunisia?
Cost-Efficiency Without Compromising Quality
One of the most significant advantages of outsourcing to Tunisia is the cost savings. Tunisian contact centers offer highly competitive pricing compared to Western Europe or North America. However, this does not come at the expense of quality. Tunisia has a well-educated workforce, particularly in technology and customer service sectors, ensuring the delivery of professional, high-quality services.
For example, hiring customer service representatives in Tunisia can cost up to 50% less than in European countries like France or Germany while maintaining equivalent service levels.
Multilingual Talent Pool
Tunisia is known for its multilingual workforce. Many Tunisians are fluent in French, Arabic, and English. This linguistic diversity makes Tunisia an attractive choice for businesses aiming to serve multinational or multilingual customer bases.
For instance, French is commonly spoken across Tunisia, making it a go-to destination for French companies looking to outsource. Additionally, a growing number of Tunisians are proficient in English, catering to businesses targeting US, UK, and global audiences.
Geographical Advantage
Tunisia’s proximity to Europe is an undeniable advantage. The country operates in a time zone similar to many European nations, making it easier to provide real-time customer support. Compared to outsourcing destinations like India or the Philippines, Tunisia’s similar working hours provide a seamless experience for European customers.
Tunisia’s location also benefits businesses needing an on-site presence. A short flight from Western Europe allows for easier management and coordination with outsourced teams.
Strong Governmental and Technological Support
The Tunisian government has prioritized the development of its technology and communications infrastructure. Investment-friendly policies and the promotion of technology parks have positioned the country as an outsourcing hub. For example, Tunisia is home to several technology parks such as El Ghazala Technopark, which fosters innovation and ensures businesses have access to high-speed internet and modern facilities.
The country has also signed trade agreements with Europe and other regions, further solidifying its position as a reliable outsourcing partner.
The Smart Tunisia initiative
The Smart Tunisia initiative is a public-private partnership program aimed at boosting Tunisia’s IT and digital sectors. Its primary goal is to create 50,000 jobs over five years in areas such as offshoring, nearshoring, colocation, fintech, IoT (especially in autotech and agritech), data analysis, AI, and BPO. The program seeks to position Tunisia as a leader in French-speaking offshoring and as a hub for digital skills in Europe, Africa, and the Middle East.
Key features of the initiative include:
- Acting as a single point of contact for companies and foreign investors.
- Offering incentive mechanisms to align labor supply and demand.
- Supporting international and local companies in their growth strategies.
- Signing agreements with tech companies and strategic partners to foster collaboration.
The Tunisian government has allocated significant resources, including a €500 million budget, to support the program’s objectives
Success Stories: Companies Using Tunisia for Contact Centers
Several well-known companies have successfully outsourced their customer support operations to Tunisia.
Teleperformance
One of the world’s largest customer service outsourcing companies, Teleperformance, operates in Tunisia. It employs thousands of agents who handle customer service for global brands in industries ranging from telecommunications to financial services.
Orange (France)
Orange, a leading telecommunications company, has leveraged Tunisia’s highly skilled workforce to handle customer inquiries and technical support for French-speaking customers.
Vermeg Group
A key player in software development, Vermeg has outsourced much of its customer support and backend operations to Tunisia. The move has allowed them to optimize costs while maintaining customer satisfaction.
Key Benefits for Your Business
Outsourcing your contact center to Tunisia offers a range of benefits for businesses prioritizing efficiency, cost savings, and customer satisfaction. Here’s how it can improve your business operations:
- Improved CX (Customer Experience): Tunisia’s multilingual representatives ensure clear, efficient communication with customers, fostering satisfaction and loyalty.
- Operational Flexibility: Outsourcing allows your company to focus on its core competencies while allowing experts in Tunisia to handle customer support.
- Scalability: Whether you’re scaling up during peak seasons or trimming costs during slower months, Tunisian providers offer flexibility to adjust to business needs.
Addressing Common Concerns
You might be wondering, “What about cultural differences or quality management when outsourcing?” The good news is that Tunisia has a strong cultural alignment with Europe and North America, particularly in customer service etiquette and business practices. Partnering with experienced service providers ensures that quality remains consistent, thanks to advanced training programs and robust quality assurance protocols.
Growth Opportunities
Tunisia is fast becoming a powerful player in the outsourcing industry. With its skilled workforce, cost advantages, and strategic location, the country offers businesses an opportunity to enhance customer support and drive growth. Companies that have made the move to outsource to Tunisia are already reaping the rewards of reduced costs, improved flexibility, and enhanced customer satisfaction.