The turnover in the UK Call Centre Activities sector showed significant volatility from 2013 to 2023. A dramatic spike in 2016, with a subsequent sharp decline in 2017, disrupted an otherwise relatively stable trend. Recent years saw minor fluctuations, averaging around 2 billion pounds. The 2023 turnover stood at 2.18 billion pounds, reflecting a consistent, albeit modest, downward trend in value.
Between 2019 and 2023, the average annual decline in turnover was approximately -4.67%. The forecasts predict a continuation of this decline, with a projected annual decrease of -2.59% from 2024 to 2028, resulting in a turnover of about 1.85 billion pounds by 2028.
Future trends to watch for:
- The impact of automation and AI on call centre operations.
- Shift towards remote and hybrid working models.
- Changing customer service expectations and technology adoption.
- Potential consolidation within the industry.
