The employment in the Call Centres Activities Sector in Sweden observed a noticeable decline from 2013 to 2023. The value stood at 8.84 thousand Full-Time Equivalents (FTEs) in 2023, down from 10.71 thousand FTEs in 2013. From 2024 onwards, the forecast indicates a continuing downward trend, reaching 8.04 thousand FTEs by 2028. The year-on-year variation has generally shown negative percentages, with notable fluctuations such as a sharp decline in 2018 and a brief increase in 2020. The forecasted 5-year CAGR suggests an average annual decrease of 1.52%, translating to a total decline of 7.38% over this period.
Future trends to watch include technological advancements such as automation and artificial intelligence, which may further reduce employment in call centres. Additionally, shifting consumer preferences towards digital communication and the continued outsourcing of call centre jobs could also impact employment figures in this sector.
