From 2013 to 2023, the number of employees in call centers in France saw significant fluctuation, beginning at approximately 50,000 in 2013 and declining to around 31,560 by 2023. The most notable drop was observed in 2017, with a decrease of 23.75% year-on-year. Although there were small growth periods, such as in 2015 and 2016, the overall trend from 2013 to 2023 was a decline, particularly marked after 2017. This trend is further substantiated by the compounded annual growth rate (CAGR) over five years (2018-2023), averaging at -2.82%.
Looking forward from 2024 to 2028, the forecast shows a continuing decline in the number of employees, from about 29,890 in 2024 to roughly 23,380 in 2028. The future 5-year CAGR is expected to be -4.8%, leading to an overall decrease of 21.79% over this period.
Future trends to watch for include potential impacts from automation and artificial intelligence, which could further disrupt employment in call centers. Additionally, shifts towards more personalized customer service models and increased remote working setups may impact the demand for traditional call center roles.
