Focus

Morocco,
a strategic choice

Morocco brings together all the necessary features for an enduring, reliable nearshore production center dedicated to high-tech multilingual technical support....

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Even with the most sophisticated tools on the market, the most powerful computing systems, lMan will always be at the heart of the technical support trade.. This is where Percall excels, where Percall’s know-how is a true added-value for its partners. Percall’s expertise lies in its capacity to identify and recruit the resources needed in the best time possible, adapt them to your business, integrate them in the teams, train them on your products, motivate them, build loyalty and, finally, have them do what we do best : work through a concerned, mutual understanding between your customers and our teams of engineers.
 

IDENTIFYING AND RECRUITING RESOURCES

Identifying the resources needed for an activity starts by getting a clear understanding of the activity. This essential groundwork consists in accurately identifying the content, the linguistic and technical environment, the application softwares and hardwares, and all the inherent procedures and constraints. Our “number one” criterion in selecting a resource, essential since it is at the heart of our business, is the quality of the candidate’s capacity to interact, orally or in writing, when working with your customers.
This is the benchmark which will determine the engineer’s or technician’s admission in our database which today represents more than 2000 profiles from all IT horizons.
Then comes the technical selection process, validated by appropriate tests, standard or specific, defined to ensure that the candidates skill sets match up with the products and requirements of our service requesters.
Thanks to its international recruiting network, Percall is relocating, in particular for its offshore center at Rabat, engineers who have done their upper level training abroad and who are perfectly fluent in the language of the country in which they earned their degrees. In recognition of this strategic approach, Percall was awarded the valued Investment Prize in December 2006 by the Moroccan government. In the multilingual technical support world, this strategy solved one of the great riddles of the industry : how to combine know-how excellence with appropriate linguistic skills.
 

MOTIVATING AND BUILDING LOYALTY

Identifying and testing, recruiting, training and adapting resources to our business and those of our service requesters and, once again, doing this fast, represent a few of the fundamental aspects in the life cycle of our human resources.
Then come the strategic phases : creating and maintaining motivation for on-going improvement of quality, forging closer ties, building a feeling of belonging to Percall, its missions and the goals of its partners, reducing the turnover risk factor to the minimum. Our HR policy, founded on the belief that our human capital is the key driver in Percall’s success, is geared to provide our technical teams with a close-in leadership capable of keeping our teams cohesive around commonly defined objectives through credible leadership.
 

With staff quality in mind, our managers are given powerful resources :


 individuals and teams are given professional recognition by wages above the market average and a career plan giving them visibility as they progress within the company,
 motivation by Incentives and monthly Awards,
 skills development by initial coaching and continued training (Percall invests between 10% and 15% of available time in technical, communication and linguistic workshops),
 a congenial and pleasant work environment with sophisticated tools adapted to the needs of our staff.

Percall’s philosophy, grounded in its ISO 9000 quality approach, is effectively aimed at finding the perfect match between the needs of the market, our customers and our human resources. These needs are not unchanging. They evolve with the economic situation, with the evolving requirements of outsourced technical support, and finally with the opportunities provided by the labor market. Neglecting this last point would be to overlook our most precious resource : the men and women making up our teams.