The forecast for the number of persons employed in the call centre activities sector in Germany indicates a significant downward trend. Starting from 72,010 employees in 2024, employment is expected to decline annually, reaching 39,510 by 2028. The year-on-year change suggests steep reductions, with a nearly 12% decline from 2024 to 2025, followed by another significant decrease of roughly the same magnitude in the subsequent years. This pattern points to broader industry dynamics, such as automation and digital transformation reducing the need for traditional call centre roles. In 2023, the employment figure stood at a higher level than the starting point of this forecast.

Future trends to watch for include:

Increased use of AI and chatbots may further reduce workforce needs.
A shift towards high-skill customer service roles requiring advanced tech proficiency.
Potential geographic or sector-specific demand variations responding to regulatory or economic shifts.