The employment in the call centres activities sector in Spain has shown consistent growth over the past decade. In 2023, employment stood at 92.05 thousand FTEs, marking a 2.21% year-on-year increase. The sector experienced fluctuations with notable growth in years like 2020, which saw a 6.8% increase, while other years, such as 2021, experienced slight declines. The five-year Compound Annual Growth Rate (CAGR) from 2018 to 2023 was 2.16%, reflecting a steady growth trend.
From 2024 onwards, the employment is forecasted to grow, with an estimated CAGR of 1.59% over the next five years, reaching 101.72 thousand FTEs by 2028. Future trends to watch for include the impact of automation and AI on the sector, potential shifts in customer service demand, and the influence of remote working practices sustained post-pandemic.
