The employment in the call centre activities sector in France has experienced fluctuations between 2013 and 2023. After peaking near 42,000 FTEs in 2013, significant declines followed, particularly in 2014 and again in 2020, with the lowest job count around 23,900 FTEs. The sector began to recover slightly, achieving a modest increase to 29,700 FTEs in 2023, indicating a 3.32% year-on-year increase. The compounded annual growth rate (CAGR) over the last five years stands at -0.65%, reflecting the overall downturn of the sector.
The forecast data suggests a gradual decline over the next five years, with the employment dropping to approximately 28,000 FTEs by 2028. The forecasted five-year CAGR is -0.9%, leading to an anticipated 4.42% decrease in employment by 2028.
Future trends to watch for:
- Impact of automation and artificial intelligence on call centre operations.
- Potential shifts towards remote and hybrid working models.
- Evolution of customer service roles with advancing technology.
- Economic factors influencing outsourcing decisions in the sector.
