Gross investment in the Call Centres Activities sector in Italy has shown significant fluctuations over the past decade. From a peak in 2013 at EUR 170.2 million, there was a sharp decline to EUR 17.5 million by 2016. A temporary recovery was seen in 2017, followed by a downward trend tapering off around EUR 24.6 million in 2020. The sector experienced a moderate rebound in 2021, but the investments decreased again in 2022 and 2023, standing at EUR 31.2 million in 2023. The year-on-year variation in 2023 was a decline of 5.74%, with a five-year CAGR from 2018-2023 showing a decrease of 1.23%.
Future predictions for the sector from 2024 to 2028 indicate a continued decline, with an estimated CAGR of -5.55% and an overall forecasted growth rate of -24.83%. By 2028, investments are expected to drop to EUR 22.1 million, suggesting a consistent reduction in the sector’s gross investment.
Future trends to watch in the Call Centres Activities sector in Italy include the increasing automation and adoption of AI technologies, potential shifts to remote working models, the evolution of customer service demands, and regulatory changes which may influence operational costs and investment strategies.
