The turnover in call centre activities in Italy demonstrated considerable volatility from 2013 to 2023, with significant fluctuations year-on-year. The highest turnover was recorded in 2013 at 147.5 million euros, while the lowest was in 2021 at 101.5 million euros. The latest actual data for 2023 stands at 106.4 million euros, reflecting a marginal year-on-year increase of 1.62%. Over the past five years, from 2018 to 2023, the compound annual growth rate (CAGR) has been negative at -5.68%, indicating a general downtrend in revenue over this period.
Forecast from 2024 to 2028 suggests a continued decline, with an expected CAGR of -0.62% and an overall decrease of 3.04% projected for the next five years. By 2028, the turnover is forecasted to be 101.9 million euros.
Future trends to watch for:
- Ongoing digital transformation and automation in customer service operations.
- The potential impact of emerging technologies such as AI and machine learning on call centre efficiency and cost structures.
- Shifts in consumer behaviour and expectations post-COVID-19 and their implications for call centre demand.
- Regulatory changes and competitive dynamics within the industry.
