Employment in the Call Centres Activities Sector in Belgium has experienced fluctuations over the past decade. From 2013 to 2017, employment saw a slight increase, peaking at 4.59 thousand FTEs in 2017. However, from 2018 onwards, there was a notable decline with a sharp drop of 24.14% in 2018, followed by a continued decrease each year until 2023. By 2023, the employment stood at 3.47 thousand FTEs, representing a 1.34% decline from the previous year.
The Compound Annual Growth Rate (CAGR) over the last five years leading to 2023 was -0.098%. The forecast indicates a continuing downward trend with a forecasted 5-year CAGR of -1.09% from 2024 to 2028. Employment in this sector is projected to drop to 3.24 thousand FTEs by the end of 2028, suggesting ongoing challenges and adjustments in the call centre industry.
Future trends to watch for:
- Increased automation and AI-driven customer service solutions which may reduce employment needs.
- Potential offshoring of call centre activities to lower-cost regions.
- Evolution in customer service demands which might require a shift in skill sets and staffing models.
