Between 2013 and 2017, the number of persons employed in the call centres activities sector in Belgium saw modest fluctuations, peaking in 2015 at 5.65 thousand employees. A significant drop occurred in 2018, with a 23.91% decrease compared to the previous year. Thereafter, a slight recovery was observed up to 2020, followed by a gradual decline.

Notably, in 2023, the number of employees stood at 4.46 thousand, marking a -0.8% year-on-year decrease, continuing the trend of slight declines observed since 2021. Analyzing the longer-term trend from 2018 to 2023, there was an average annual decline (CAGR) of approximately 0.63%.

Future trends to watch:

Continued gradual decline in employment numbers, with forecasts suggesting a decrease to 4.29 thousand by 2028.
Potential impacts of automation and AI on employment in the sector.
Growth opportunities through adoption of new technologies and specialized services.