As of 2023, the number of persons employed in the UK's call centre activities sector was 41 thousand. Forecast data from 2024 to 2028 indicates a consistent decline in employment, with numbers dropping from 38.09 thousand in 2024 to 25.26 thousand by 2028. This represents year-on-year reductions of around 8.7% (2024 to 2025), 9.3% (2025 to 2026), 10.1% (2026 to 2027), and 11.0% (2027 to 2028). Over the forecast period, the compound annual growth rate (CAGR) indicates an average decrease of approximately 8.8% yearly.
Future trends to watch for include increasing automation and artificial intelligence in call centres, leading to potential further decreases in employment. Additionally, a shift towards remote work and digital communication channels could reshape the industry and impact employment numbers.
