The call centres activities sector in Sweden has seen a consistently declining trend in the number of employees from 2013 onwards. In 2023, the sector stood at 8.93 thousand employees. Over the last two years, the sector experienced year-on-year variations of -3.25% in 2022 and -3.32% in 2023. The last five years have experienced an average annual decline (CAGR) of -2.91%, contributing to an overall reduction of 13.74% forecasted by 2028.
Future trends to watch for include the impact of increasing automation and AI on employment, potential outsourcing shifts, and the adaptation of call centres to changing customer service technologies. These trends may further influence workforce needs and industry dynamics.