From 2013 to 2019, the call center turnover in Sweden experienced a consistent decline, with the most significant drops occurring in 2015, 2018, and 2019. This trend reversed in 2020, showing a slight recovery through 2023 with year-on-year growth stabilizing between 2021 and 2023. As of 2023, the turnover stood at 678.6 million euros. The compound annual growth rate (CAGR) over the last five years was 1.37%.
Looking forward from 2024, the turnover is expected to stagnate with minimal growth, reaching 679.9 million euros by 2028. The forecasted five-year CAGR is a mere 0.03%, indicating a flat growth trend overall.
Future trends to watch for include increased digital transformation and automation of customer service processes, potentially affecting call center demand. Additionally, greater emphasis on customer experience and specialized services may drive qualitative changes in the industry despite the stagnant turnover figures.
