In 2023, the number of high-growth enterprises in call centers in Italy was 53. Over the last two years, growth remained flat with no change in 2023, following a modest growth of 1.92% in 2022. Analyzing a longer period, the 5-year CAGR from 2019 to 2023 was -1.44%, indicating a slight downward trend. Looking forward, the forecasted data suggests a turnaround with a 5-year CAGR of 0.73%, projecting the number of enterprises to reach 56 by 2028—representing a total forecasted growth rate of 3.7% over five years.
Future trends to watch for:
- Adoption of advanced technologies like AI and machine learning in call centers.
- Increasing demand for omnichannel customer service solutions.
- Potential growth in outsourcing of call center services.
