In 2023, Spain led the European number of persons employed in call centers, making up 23.23% of the workforce, followed by Germany at 15.68% and Italy at 11.08%. Despite the UK's historical significance, it fell to 8.1%, showing a notable decline. Key growth areas included Portugal, with a significant increase of 12.09%, and Bosnia and Herzegovina, showing an impressive 22.57% growth. Conversely, countries like Germany and the UK experienced declines of 3.94% and 5.71%, respectively. Over the last year, the market exhibited diverse trends with some smaller countries such as Cyprus and Macedonia experiencing substantial growth rates of 27.56% and 21.79%, respectively.
Looking forward, future trends to watch for include technological advancements in call center operations, the increasing shift towards remote work, and the continuing focus on cost efficiency which might further boost call center employment in emerging European markets. Additionally, economic conditions and regulatory environments will influence employment shares across countries.
Top countries in Number of Persons Employed of Call Centers Share by Country (Units (Employees))
| # | 10 Countries | Percent | Last Year | YoY | 5-years CAGR | |
|---|---|---|---|---|---|---|
| 1 | 1 Spain | 23.23 | 2023 | +2.42% | +2.77% | View data |
| 2 | 2 Germany | 15.68 | 2023 | -9.48% | -3.94% | View data |
| 3 | 3 Italy | 11.08 | 2023 | +1.37% | +1.48% | View data |
| 4 | 4 United Kingdom | 8.1 | 2023 | -6.97% | -5.71% | View data |
| 5 | 5 Portugal | 6.42 | 2023 | +9.29% | +12.09% | View data |
| 6 | 6 France | 6.16 | 2023 | -3.01% | -2.82% | View data |
| 7 | 7 Netherlands | 3.88 | 2023 | +5.26% | +7.29% | View data |
| 8 | 8 Poland | 3.46 | 2023 | +4.93% | +1.74% | View data |
| 9 | 9 Romania | 3.38 | 2023 | -2.83% | -3.57% | View data |
| 10 | 10 Bulgaria | 2.23 | 2023 | +5.9% | +5.58% | View data |
