Employment in the Call Centre Activities Sector in Italy showed fluctuations over the past decade. In 2013, employment stood at 31,580 FTE, exhibiting diverse trends: a notable increase to 33,280 FTE in 2014, a steady performance in 2015, and a peak at 34,540 FTE in 2016. However, there was a subsequent decline and by 2023, employment decreased to 30,760 FTE. The sector's contraction over the last five years marked an average annual decrease (CAGR) of 1.12%, in contrast to minor growth phases.

Future trends show a continued decline, forecasting a 5-year CAGR of -0.91%. By 2028, the workforce is expected to further reduce to 29,050 FTE, emphasizing a steady downward trajectory.

Key future trends to watch for include:

Increased automation and AI integration reducing demand for human call center agents.
Potential industry consolidation influencing employment structures.
Shifts towards remote work models affecting overall employment dynamics.