The employment in the call center activities sector in Germany has shown significant volatility over the past decade. After steady growth from 2013 to 2017, peaking in 2017, the sector experienced a dramatic decline in 2018. Although there was a slight recovery in 2019, subsequent years indicate a persistent downward trend. By 2023, employment stood at 69.48 thousand FTEs, representing a declining CAGR of -2.88% over the last five years.
Year-on-year variations observed over the last two years reveal a decline trend, with an 8.12% decrease in 2022 and an 8.75% decrease in 2023. Looking ahead, the forecast suggests a continuous decline, with a forecasted 5-year CAGR of -10%, anticipating a 40.94% reduction by 2028 compared to 2023 levels.
Future trends to watch for include increasing automation and the use of AI in customer service, which may further diminish the need for human operators, along with potential shifts towards remote working models that may affect employment figures in the traditional call center setup.
