The employment in the call centers activities sector in Italy has seen fluctuations over the past decade, reaching 56.79 thousand employees in 2023. The employment figures initially increased significantly by 11.41% in 2014 but faced a significant dip of 8.31% in 2017. The sector recovered slowly with modest growth from 2018 and experienced a consistent uptrend in recent years with a year-on-year increase of 1.37% in 2023. Over the last two years (2022-2023), the employment growth hovered around 1.4% year-on-year. The CAGR for the past five years from 2019 to 2023 stands at approximately 1.48%, indicating a steady but slow growth rate.
From 2024 onwards, the forecasted data suggests a gradual increase in employment, with a CAGR of 1.01% expected over the next five years up to 2028, accumulating to a total growth rate of 5.14%. The trend points to a steady uptick in employment figures, albeit at a moderated pace compared to previous periods of higher volatility.
Future trends to watch for:
- The potential impact of automation and AI on employment in the call center sector.
- Shifts towards remote working models and their influence on employment figures.
- Economic factors that could influence labor demand in the service industry.
