The number of employees in call centre activities in the UK has seen notable fluctuations from 2013 to 2023. Starting from 91,540 employees in 2013, the sector peaked at 102,720 in 2014 before experiencing a significant decline. By 2023, the workforce had reduced to 41,470, reflecting a steady downward trend with notable year-on-year decreases, particularly from 2016 onwards. The average annual variation over the past five years (CAGR) stands at -5.7%, indicating a consistent contraction in employment within the sector.
Future trends to watch for:
- Continued automation and adoption of AI/technology in customer service, likely reducing the need for human employees.
- Potential offshoring trends as companies seek cost efficiencies.
- Increasing demand for value-added services, potentially creating niche employment opportunities.
- Changes in regulatory frameworks impacting call centre operations.