Contact centre build and run
Designing, standing up and running your contact centre across voice, chat, email and social, in Darija, Arabic, French and English, so your customers get the same answer whichever way they reach you.
Customer operations · Morocco
We build and run your customer operations, in Morocco.
Morocco's contact centres serve the world. We serve Morocco — voice, WhatsApp, chat and email, in Darija and French, plus the process behind it.
- Advisors working in Darija, Arabic, French and English
- Your customers' data processed inside Morocco, under law 09-08
- Head office in Casablanca, engagements nationwide
How it works
01
Scoping and pilot
We map your volumes and start a small team before anyone talks about scale.
02
Recruitment and ramp
We hire for your profile and calibrate quality against your own reviewers.
03
Steady state
Daily reporting, weekly reviews, one number to move each quarter.
No year-long commitment to start: you see the work before you commit to it.
What we do
Four disciplines, one team
The contact centre, the back-office processing behind it, the consulting that redesigns it and the technology that holds it together — all from one house, so nothing falls between suppliers.
Back-office processing
Order management, claims handling, billing support and data operations, run as a managed service from inside Morocco. You keep the process. We carry the headcount and the peaks.
Consulting and transformation
Journey audits, process redesign, tooling decisions and performance frameworks. The same people are still in the room the day it goes live.
Technology and integration
CRM, telephony, automation and reporting architecture, integrated with the systems you already run. We keep what works, and your reporting still points at one source of truth. We also build the bespoke AI tools that assist and audit human work — never that replace it.
We work inside the platforms you already run
Google CloudCiscoSalesforce
One answer, every channel.One team accountable for it.
Our teams
Quality comes from training, not from software
What your customer hears on the phone depends on the person who picks up. That is where we invest first.
Trained on your business
The team learns your offer and your procedures before the first call. Not a generic script applied to every engagement.
Trained in your customers' language
Darija, Arabic, French, English — and above all the Darija people actually use on the phone, the one your customers reach for first.
Supervised continuously
Training does not stop at go-live. Supervision is permanent, and quality is corrected within the week rather than at year end.
Calibrated against your reviewers
We score the same interactions your own reviewers score, until the scores line up. Your definition of quality is the one that counts, not ours.
Why ATLAYA
A Moroccan agency, working across Morocco
Your customers speak Darija and French. So do your teams. We work on your market, not at a distance from it.
01
We work across the whole country
Head office in Casablanca and engagements throughout Morocco, on site with you when the project calls for it.
02
Darija, Arabic, French, English
Advisors who speak your customers' language, including the Darija they actually use on the phone.
03
A market we know
Buying habits, seasonality, preferred channels. We do not transplant a European model onto a Moroccan market.
04
Your data stays in Morocco
Personal data processed locally, under law 09-08 and the requirements of the CNDP.
How we work
How an engagement runs
We start small, prove the numbers, then scale. You see the work before you commit to a year of it.
01 / 03
Scoping and pilot
We map your volumes, agree the service levels that matter, and run a small pilot team before anyone talks about scale.
02 / 03
Recruitment and ramp
We hire for your profile, train on your product, and calibrate quality against your own reviewers until scores line up.
03 / 03
Steady state and optimization
Daily reporting, weekly quality reviews, and a standing agenda for the metrics you want to move next quarter.
Questions
The questions that come up before starting
The eight we get asked most. If yours is not here, write to us directly.
Ask us directlyNo. We build and run customer operations inside Morocco, for companies serving the Moroccan market. The value, the jobs and the data stay here.
Darija, standard Arabic, French and English. Darija matters most in practice: it is the language your customers reach for first.
In Morocco. Personal data is processed locally under law 09-08 and the requirements of the CNDP, so it does not leave the country to be handled.
No. Every engagement opens with scoping and a small pilot team. You see real numbers on your own volumes before anyone discusses scale or a long contract.
Yes. We integrate with the systems you have rather than replacing them. Nothing gets duplicated, and your reporting keeps pointing at one place.
It depends on the profile you need and the volumes involved, so we put real dates in the plan we send back. The pilot always finishes before the ramp starts.
Both, and from the same house. The consultants who redesign the journey sit with the team who run it day to day, so one team owns the metric.
Quality and responsiveness come first from how our operators are trained and supervised — not from software. We do not deploy AI for show. Where a use case earns it, we build the tool: it assists and audits human work, it does not replace it.