The number of employees in the call centre activities sector in Italy has shown varied trends over the past decade. In 2023, the workforce stood at 55.9 thousand employees. After a fluctuating period between 2013 and 2020, marked by moderate declines and gains, a more stable increase has been observed from 2021 onwards. The year-on-year variation for 2022 was 1.5%, while for 2023 it was 1.46%. Over the last five years, the sector has experienced an average annual growth rate (CAGR) of 1.57%.
Looking ahead, the forecast projects a continued but moderate increase, with a 5-year CAGR of approximately 1.08% and an overall growth rate of 5.5% by 2028. Trends to watch for include potential impacts of automation and AI on employment levels, as well as shifts in remote work policies influencing staffing needs in call centres.