The turnover of call centers in the Czech Republic has shown a consistent upward trend with occasional fluctuations. In 2023, the value stood at 493.7 million euros. Starting from 2013, where the turnover was 235.6 million euros, there has been significant growth over the years. The period from 2014 to 2015 saw a boost with a 12.94% increase. The most substantial increment happened in 2019 with a 42.08% rise. Though there were minor setbacks in 2014 and 2020, the overall trend remained positive, leading to an average annual growth rate (CAGR) of approximately 9.02% over the last five years.
Looking forward, the forecast from 2024 to 2028 shows a steady growth with a 2.98% CAGR and an overall growth rate of 15.83%. This suggests a more stable yet positive trajectory for the industry. Future trends to watch for include advancements in AI and automation, which might impact the human workforce in call centers, and the growing importance of customer experience in retaining market share. Additionally, economic factors and regulatory changes in the Czech Republic and the broader EU could influence future performance.
