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Call Centres in Belgium - Market Size, Industry Analysis, Trends and Forecasts (2024-2029)

BE-N822 April 2024 Factsheet

Revenue

€446.3m

2019-2024 2.4 %
2024-2029 X.X %

Employees

4,885

2019-2024 2.6 %
2024-2029 X.X %

Businesses

102

2019-2024 6.0 %
2024-2029 X.X %

Wages

€XXX.Xm

2019-2024 X.X %
2024-2029 X.X %

Call Centres in Belgium market size outlook

Total value and annual change from from 2014-2029. Includes 5-year outlook.

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About Factsheets

Industry Statistics and Rankings

How does this industry perform in Belgium compared to Europe?

Country Benchmarking

Industry Data Belgium

Ranking are out of 37 European countries for which IBISWorld provides country-level factsheets.

Revenue
#14 In Europe
Business
#23 In Europe
Employees
#20 In Europe
Wages
#15 In Europe

View industry report for Europe

Revenue in Europe’s Call Centre Operations industry is anticipated to contract at a compound annual rate of 5.0% to €30.0 billion over the five years through 2024. This is predominately driven by increased usage of chatbots and AI by clients and lacklustre business and consumer sentiment. A growing number of companies are leveraging technology to enhance customer engagement and diversify their sources of income, which has resulted in increased demand for call centres.

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Enterprises
Number of businesses in 2024

Biggest companies in the Call Centres in Belgium

Company
Market Share (%)
2024
Revenue (€m)
2024
Profit (€m)
2024
Profit Margin (%)
2024
Webhelp
6,500.0
488.0
7.5
Majorel Group Luxembourg SA
2,372.9
272.7
11.5
Comdata SpA
5,800.0
368.1
6.3

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Top Questions Answered in this Report

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What is the market size of the Call Centres industry in Belgium in 2024?

The market size of the Call Centres industry in Belgium is €446.3m in 2024.

How many businesses are there in the Call Centres in Belgium industry in 2024?

There are 102 businesses in the Call Centres industry in Belgium, which has declined at a CAGR of 6.0 % between 2019 and 2024.

Has the Call Centres industry in Belgium grown or declined over the past 5 years?

The market size of the Call Centres industry in Belgium has been growing at a CAGR of 2.4 % between 2019 and 2024.

What is the forecast growth of the Call Centres industry in Belgium over the next 5 years?

Over the next five years, the Call Centres industry in Belgium is expected to decline.

What are the biggest companies in the Call Centres market in Belgium?

The biggest companies operating in the Call Centres market in Belgium are Webhelp, Majorel Group Luxembourg SA and Comdata SpA

What does the Call Centres in Belgium include?

Customer service and Technical support are part of the Call Centres industry.

Which companies have the highest market share in the Call Centres in Belgium?

The company holding the most market share in Belgium is Webhelp.

How competitive is the Call Centres industry in Belgium?

The level of competition is moderate and steady in the Call Centres industry in Belgium.

Related Industries

This industry is covered in 37 countries

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Table of Contents

About this industry

Industry definition

Call centres provide in- and outbound telecommunication services to improve client relations, provide technical assistance, market goods or conduct opinion polls. The industry only includes outsourced work.

Related Terms

COLD-CALLCUSTOMER RELATIONSHIP MANAGEMENTVOICE OVER INTERNET PROTOCOL (VOIP)

What's included in this industry?

Customer serviceTechnical supportCustomer acquisitionMarket and opinion research

Companies

WebhelpMajorel Group Luxembourg SAComdata SpA

Industry Code

ISIC 2006

822 - Activities of call centres in Belgium

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Performance

Revenue Highlights

Trends
  • Revenue
  • 2024 Revenue CAGR
  • Revenue Volatility

Employment Highlights

Trends
  • Employees
  • Employees per Business
  • Revenue per Employee

Business Highlights

Trends
  • Businesses
  • Employees per Business
  • Revenue per Business

Profit Highlights

Trends
  • Total Profit
  • Profit Margin
  • Profit per Business

Current Performance

Charts
  • Revenue
  • Employees
  • Business
  • Profit
Analysis

What's driving current industry performance in the Call Centres in Belgium industry?


Outlook

Analysis

What's driving the Call Centres in Belgium industry outlook?


Volatility

Analysis

What influences volatility in the Call Centres in Belgium industry?

Charts
  • Industry Volatility vs. Revenue Growth Matrix

Life Cycle

Analysis

What determines the industry life cycle stage in the Call Centres in Belgium industry?

Charts
  • Industry Life Cycle Matrix

Products and Markets

Highlights

Trends
  • Largest Market
  • Product Innovation

Key Takeaways

Customer support and answering services dominate. They make up the majority of the market collectively. However, call centres’ customer support services fall out of favour as online chat services become the norm.

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Products and Services

Charts
  • Products and Services Segmentation
Analysis

How are the Call Centres in Belgium industry's products and services performing?

Analysis

What are innovations in the Call Centres in Belgium industry's products and services?


Major Markets

Charts
  • Major Market Segmentation
Analysis

What influences demand in the Call Centres in Belgium industry?


International Trade

Highlights

  • Total Imports into Belgium
  • Total Exports into Belgium
Heat maps
  • Industry Concentration of Imports by Country
  • Industry Concentration of Exports by Country
Data Tables

Value and annual change (%) included

  • Number of Imports and Exports by European Country (2024)

Competitive Forces

Highlights

Trends
  • Concentration
  • Competition
  • Barriers to Entry
  • Substitutes
  • Buyer Power
  • Supplier Power

Key Takeaways

Efficiency and quality service fuel market share. Accomplished call centres gain an edge with superior technology, skilled employees, and multidimensional service offerings that lead to robust customer satisfaction.

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Supply Chain

Charts

Buyer and supply industries

Geographic Breakdown

Business Locations

Heat maps
  • Share of Total Industry Establishments by Region (2024)
Data Tables
  • Number of Establishments by Region (2024)
Charts
  • Share of Establishments vs. Population of Each Region
Analysis

What regions are businesses in the Call Centres in Belgium located?

Companies

Data Tables

Top 10 companies by market share:

  • Market share (2024)
  • Revenue (2024)
  • Profit (2024)
  • Profit margin (2024)

External Environment

Highlights

Trends
  • Regulation & Policy
  • Assistance

Key Takeaways

Regulation mostly relates to the use of customer data. The Data Protection Act and GDRP dictate how call centres can deal with personal information and require explicit consent for keeping hold of it.

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External Drivers

Analysis

What demographic and macroeconomic factors impact the Call Centres in Belgium industry?

Financial Benchmarks

Highlights

Trends
  • Profit Margin
  • Average Wage
  • Largest Cost

Key Takeaways

Wages absorb over half of industry revenue. Call centres rely on labour to carry out their activities, but workers are still low paid. Because of this, the National Living Wage pushes up wage expenditure.

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Cost Structure

Charts
  • Share of Economy vs. Investment Matrix
  • Industry Cost Structure Benchmarks:
    • Marketing
    • Depreciation
    • Profit
    • Purchases
    • Wages
    • Rent
    • Utilities
    • Other
Analysis

What trends impact cost in the Call Centres in Belgium industry?


Key Ratios

Data tables
  • IVA/Revenue (2014-2029)
  • Imports/Demand (2014-2029)
  • Exports/Revenue (2014-2029)
  • Revenue per Employee (2014-2029)
  • Wages/Revenue (2014-2029)
  • Employees per Establishment (2014-2029)
  • Average Wage (2014-2029)

Country Benchmarks

European Leaders & Laggards

Data Tables

Top and boottom five countries listed for each:

  • Revenue Growth (2024)
  • Business Growth (2024)
  • Job Growth (2024)

European Country Performance

Data Tables

Rankings available for 37 countries. Statistics ranked include:

  • IVA/Revenue (2024)
  • Imports/Demand (2024)
  • Exports/Revenue (2024)
  • Revenue per Employee (2024)
  • Wages/Revenue (2024)
  • Employees per Establishment (2024)
  • Average Wage (2024)

Structural Comparison

Data Tables

Trends in 37 countries benchmarked against trends in Europe

  • Concentration
  • Competition
  • Barriers to Entry
  • Buyer Power
  • Supplier Power
  • Volatility
  • Capital Intensity
  • Innovation
  • Life Cycle

Key Statistics

Industry Data

Data Tables

Including values and annual change:

  • Revenue (2014-2029)
  • IVA (2014-2029)
  • Establishments (2014-2029)
  • Enterprises (2014-2029)
  • Employment (2014-2029)
  • Exports (2014-2029)
  • Imports (2014-2029)
  • Wages (2014-2029)

Methodology

Where does IBISWorld source its data?

IBISWorld is a world-leading provider of business information, with reports on 5,000+ industries in Australia, New Zealand, North America, Europe and China. Our expert industry analysts start with official, verified and publicly available sources of data to build an accurate picture of each industry.

Each industry report incorporates data and research from government databases, industry-specific sources, industry contacts, and IBISWorld's proprietary database of statistics and analysis to provide balanced, independent and accurate insights. 

IBISWorld prides itself on being a trusted, independent source of data, with over 50 years of experience building and maintaining rich datasets and forecasting tools.

To learn more about specific data sources used by IBISWorld's analysts globally, including how industry data forecasts are produced, visit our Help Center.