The analysis of the number of persons employed in call centers in Italy indicates varying trends from 2013 to 2023. As of 2023, the number of employees stood at approximately 56.79 thousand. The data shows fluctuations with notable year-on-year variations, such as a significant decrease of -8.31% in 2017 and an increase of 11.41% in 2014. Over the last five years leading up to 2023, the Compound Annual Growth Rate (CAGR) was an average of 1.48%, indicating moderate growth.
From 2024 onwards, the forecast shows a steady increase in employment numbers, with a projected CAGR of 1.01% over the next five years, reaching approximately 60.5 thousand employees by 2028. This forecast suggests a consistent, albeit modest, growth rate for the industry.
Future trends to watch for include:
- Technological advancements in call center operations
- Outsourcing trends and their impact on domestic employment
- Changing customer service models and increased use of AI and automation
