The number of employees in the call centre activities sector in France stood at 32,150 in 2023. From 2013 to 2023, the sector experienced significant fluctuations, with notable declines in 2014, 2017, and 2020. However, there were modest gains in 2015, 2016, 2021, and 2022. Over the last five years, the sector saw an average annual decline (CAGR) of -2.1% up to 2023. From 2024 onwards, the forecast indicates a continuing, albeit slower, decline with an anticipated five-year CAGR of -1.05%, resulting in an expected employee base of 30,090 by 2028.
Future trends to watch for:
- Impact of automation and AI on employment levels.
- Shifts in demand for offshoring vs. nearshoring of call centre services.
- Increasing importance of digital communication channels reducing traditional call centre roles.
- Ongoing workforce management strategies to optimize efficiency and cost.