The turnover in the call centres activities sector in Sweden has shown various fluctuations over the past decade. After peaking in 2014, the turnover saw a gradual decline up to 2019, reaching 6.37 billion Swedish Kronas. A significant rebound occurred in 2020, with turnover rising to 7.10 billion Swedish Kronas, driven mainly by pandemic-related changes. Although slight year-on-year growth was observed from 2021 to 2023, the sector stood at 7.16 billion Swedish Kronas in 2023. Moving forward, a moderate CAGR of 0.26% is expected from 2024 through 2028, with turnover reaching approximately 7.28 billion Swedish Kronas in 2028.
Future trends to watch for:
• Technological advancements and the integration of AI in customer service.• Potential impact of economic fluctuations and global market changes.• Evolution in the demand for remote working and virtual call centers.• Shifts in consumer behavior and customer service preferences.
