The call centre activities sector in Turkey has shown substantial growth from 2013 to 2023, increasing from 1.98 billion New Turkish Liras (TRY) to 12.81 billion TRY. This growth has been driven by an average annual increase (CAGR) of 21.07% over the past decade. Notably, recent years show a deceleration trend with year-on-year growth declining from 17.3% in 2022 to 14.52% in 2023.
Future forecasts for the sector indicate a continued upward trajectory, reaching 20.56 billion TRY by 2028. The expected 5-year CAGR is 7.38%, signifying a slowdown compared to previous growth rates. Despite this, the sector will exhibit a significant overall 5-year growth rate of 42.75%.
Future trends to watch for include increasing automation and AI integration, evolving customer service standards, and the impact of global outsourcing dynamics on local employment and operational costs.
