Analyzing employment trends within Finland’s Call Centres Activities Sector over the past decade reveals a mixed pattern. The employment figure stood at 3.23 thousand (Full-Time Equivalent) in 2023. Year-on-year variations have shown fluctuations, with significant drops in 2017 and 2021, but increases in 2019 and 2020. Considering the Compound Annual Growth Rate (CAGR) since 2013, employment has been on a general declining trend. The forecast for the upcoming years signifies an average annual decline in employment of 1.68%, with a total decrease of 8.14% expected by 2028.
Future trends to watch for include:
• Digital transformation and automation may reduce employment in traditional call centres.
• Outsourcing and offshoring trends could impact local employment levels.
• Demand for multi-channel customer service solutions might shift skill requirements and job nature within the sector.
