Analysis of the employment trends in the Call Centre Activities Sector in Germany reveals a fluctuating pattern between 2013 and 2023, showing an initial rise followed by a notable decline. Employment peaked in 2017 with 156.08 thousand employees, demonstrating a significant year-on-year increase. However, a sharp decline ensued, bringing the number to 79.18 thousand in 2023. The recent year-on-year decline rates were 9.65% in 2023 and 8.88% in 2022, revealing a consistent downward trend over the last two years. Notably, the Compounded Annual Growth Rate (CAGR) over the last five years stood at -4.03%.
Future trends indicate a continued decline with a forecasted 5-year CAGR of -11.63%, projecting the number of employees to drop to 38.17 thousand by 2028. Key trends to watch include the impact of automation and AI, changing customer service models, and offshore outsourcing prominence, which could further influence the employment numbers in this sector.