In 2023, Italy led the European market for high growth enterprises in call centers with a market share of 41.4%, despite a slight year-on-year decrease of 1.44%. Hungary and the Czech Republic followed, each with a substantial rise, holding 14.84% of the market share. Portugal also grew its share significantly by 5.39% to reach 10.15%. Other notable growths include Slovakia and Lithuania, both increasing by 14.87%. However, Romania saw a significant decline of 14.33%. Minimal changes were witnessed in Norway and Iceland, both maintaining their shares. Latvia showed no change maintaining a 1.56% share.
Future trends to watch in the European call center sector include continued growth in Eastern European countries like Hungary and Slovakia due to lower operational costs and increasing tech adoption. Additionally, Italy, despite current market maturity, may explore technological advancements to regain growth momentum. Increasing automation and AI deployment will also likely play critical roles in shaping the market dynamics.
Top countries in Number of High Growth Enterprises in Call Centers Share by Country (Units (Enterprises))
| # | 10 Countries | Percent | Last Year | YoY | 5-years CAGR | |
|---|---|---|---|---|---|---|
| 1 | 1 Italy | 41.4 | 2023 | 0% | -1.44% | View data |
| 2 | 2 Hungary | 14.84 | 2023 | +11.76% | +13.7% | View data |
| 3 | 3 Czech Republic | 14.84 | 2023 | +5.56% | +2.25% | View data |
| 4 | 4 Portugal | 10.15 | 2023 | 0% | +5.39% | View data |
| 5 | 5 Romania | 4.69 | 2023 | -14.29% | -14.33% | View data |
| 6 | 6 Slovakia | 4.69 | 2023 | +20% | +14.87% | View data |
| 7 | 7 Norway | 3.91 | 2023 | 0% | +4.56% | View data |
| 8 | 8 Iceland | 3.91 | 2023 | +25% | View data | |
| 9 | 9 Lithuania | 3.12 | 2023 | 0% | +14.87% | View data |
| 10 | 10 Latvia | 1.56 | 2023 | 0% | 0% | View data |
