The Call Centres Activities Sector in Chile saw significant fluctuations over the past decade. Between 2013 and 2023, the sector transitioned from an early-stage industry to a mature market. In 2013, production was 19.35 Billion Chilean Pesos. By 2023, this value had grown to 349.27 Billion Chilean Pesos. Notable peaks in growth occurred in 2014 (830.77% YoY) and 2017 (34.51% YoY). Conversely, slight contractions and modest growth were observed in the interim years, maintaining an overall ascending trajectory.
Year-over-year growth rates in the last two years showed a deceleration; 2022 experienced a 5.33% increase, while 2023 saw a 4.96% rise. The CAGR over the last five years stood at 6.02%, indicating steady growth.
Future trends include:
- Increased adoption of automation and AI, impacting call centre efficiency and employment rates.
- Growing demand for multilingual support due to globalization efforts by Chilean companies.
- An emphasis on enhancing customer experience through advanced analytics and personalized services.
- Potential regulatory changes that could affect operational costs and practices in the sector.
