The turnover of call centers in Austria has shown varied trends over the years with notable fluctuations. From 2013 to 2016, the turnover increased steadily with the most significant growth recorded in 2014 at 15.59% year-on-year. This growth was disrupted in 2017 when turnover decreased by 10.65%. A subsequent period of fluctuation saw minor decreases and small gains, culminating in a turnover of 324.7 million Euros in 2023. Over the last two years (2022-2023), the year-on-year variation remained relatively stable around 1%, and the 5-year CAGR leading up to 2023 was 0.76%.
Looking forward, the forecast anticipates modest growth with a CAGR of 0.62% over the next five years from 2024 to 2028, resulting in a forecasted growth rate of 3.14% by 2028.
Future trends to watch for include:
- Technological advancements like AI and automation impacting operational efficiency and cost structures.
- Increased demand for multi-channel customer service solutions.
- Potential impact of economic fluctuations on outsourcing and operational budgets.
- Regulatory changes influencing data protection and privacy, affecting call center operations.
