The number of persons employed in call centers in Belgium showed a fluctuating pattern between 2013 and 2023. The workforce started at 5.31 thousand in 2013, dipped slightly in 2014, and grew to a peak in 2015, followed by a small decrease in 2016. Despite a minor uptick in 2017, 2018 saw a significant drop of 23.91%. From 2019 onwards, the numbers showed modest fluctuations, with a slight uptick in 2020 followed by small decreases annually, resulting in 4.46 thousand employees in 2023.
Over the last two years, the call center employment decreased by 0.77% in 2022 and 0.8% in 2023. The compounded annual growth rate (CAGR) from 2019 to 2023 was 0.85%, indicating a relatively stable trend over the recent past despite short-term variations. Looking ahead, the forecast for the period from 2023 to 2028 suggests a small annual decline, with a CAGR of -0.63%, indicating a gradual reduction in the workforce over the coming years.
Future trends to watch for include the increasing automation within call centers, which could further impact employment levels. There is also potential for outsourcing and offshoring practices to influence the sector, along with evolving customer service trends driving demand for more technologically skilled staff.
