The UK call center employment market has seen a volatile trend from 2013 to 2023 with significant fluctuations. The number of employees rose to a peak in 2014 but started declining sharply post-2016. Particularly, there was a notable drop in 2017, and the employment figures continued their downward trajectory, reaching 41,500 employees in 2023. The year-on-year variations showed consistent declines from 2016 onwards, with the most significant reductions occurring between 2016 and 2020. The Compound Annual Growth Rate (CAGR) for the last five years indicates an average yearly decrease of approximately 5.71%.
Future projections (2024-2028) suggest further declines, with an expected 2028 workforce count at around 25,260 employees. The forecasted five-year CAGR for this period is -7.88%, with an overall reduction of 33.66% in employment. This continued decline underscores the potential impact of automation, outsourcing, and technological advancements transforming the call center industry.
Trends to watch for in the future include:
- Advancements in Artificial Intelligence (AI) and automation, potentially reducing the need for human employees in call centers.
- Shifts towards remote and hybrid working models that could influence employment figures differently.
- Increased emphasis on customer experience requiring high-skilled workers for complex queries while routine tasks are automated.
- Global competitive pressures and offshoring dynamics affecting domestic employment in call centers.
