The Call Centre Activities sector in Belgium experienced fluctuations between 2013 and 2023, starting with steady growth peaking at 503.2 million euros in 2017. Thereafter, a significant drop in 2018 by 36.43% was seen, followed by a rebound in 2020 with a 29.5% increase. However, recent years showcased a declining trend with slight decreases in 2021 and 2022. By 2023, the sector stood at 419.7 million euros, marking a minimal decrease of 0.12%. The 5-year CAGR leading to 2023 indicated an average annual growth of 5.58%.
The forecasted data from 2024 to 2028 suggests a slight downward trend, expecting the value to drop to 417.2 million euros by 2028, with a forecast 5-year CAGR of -0.1%. This reflects a period of stabilization rather than significant growth or contraction.
Future trends to watch for include:
- The impact of technological advancements, such as AI and automation, on call centre efficiency and cost.
- Potential shifts in customer service strategies and outsourcing trends.
- Evolving regulatory and compliance environments affecting operational practices.
- The growing significance of multi-channel customer support requiring adaptation in call centres.
