Industry Statistics and Trends
Call Centres in Europe key trends
Chatbots are used to communicate with customers to answer queries.
They can solve simple problems but quickly reach their limits when it comes to typos, unclear questions and more complex problems.
Outsourcing remains a key threat.
Though European call centres are seen as superior to their overseas counterparts, they’re also more expensive, making them less competitive in the eyes of some clients.
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Call Centres in Europe
Industry Revenue
Total value and annual change from 2011-2029. Includes 5-year outlook.
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Call Centres in Europe market size (2019-2024)
Industry revenue has declined at a CAGR of 5.0 % over the past five years, to reach an estimated €30.0bn in 2024.
Trends and Insights
Intensifying competition has pushed the industry to focus on quality
- As the digital transformation across Europe accelerates, the call centre industry has experienced a significant shift in long-standing customer service requirements. In particular, a driving force behind this change has been the introduction and implementation of digital solutions, such as Artificial Intelligence (AI) and chatbots, onto companies' websites.
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Call Centres in Europe outlook (2024-2029)
Market size is projected to grow over the next five years.
Technological advancements bolster service offerings and slash costs
- Widespread smartphone ownership across Europe makes it easier for consumers to connect with companies via apps, emails, text messages and voice calls.
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Revenue
€30.0bn
Employees
622k
Wages
€XX.Xbn
European Leaders & Laggards
Top 5 Countries
- Bosnia & Herzegovina +20.1%
- Luxembourg +14.8%
- Lithuania +10.6%
- Slovenia +9.7%
- Switzerland +8.4%
* CAGR values are for the years 2019-2024.
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Biggest companies in the Call Centres in Europe
| 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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Call Centres in Europe
Products & Services Segmentation
Industry revenue broken down by key product and services lines.
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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 Europe in 2024?
The market size of the Call Centres industry in Europe is €30.0bn in 2024.
How many businesses are there in the Call Centres in Europe industry in 2024?
There are 20,405 businesses in the Call Centres industry in Europe, which has grown at a CAGR of 2.0 % between 2019 and 2024.
Has the Call Centres industry in Europe grown or declined over the past 5 years?
The market size of the Call Centres industry in Europe has been declining at a CAGR of 5.0 % between 2019 and 2024.
What is the forecast growth of the Call Centres industry in Europe over the next 5 years?
Over the next five years, the Call Centres industry in Europe is expected to grow.
What does the Call Centres in Europe include?
Customer service and Technical support are part of the Call Centres industry.
Which countries have the most businesses in the Call Centres industry in Europe?
The European country with the most businesses in the Call Centres industry is Russia.
How competitive is the Call Centres industry in Europe?
The level of competition is high and increasing in the Call Centres industry in Europe.
Related Industries
This industry is covered in 37 countries
- Call Centres in Greece
- Call Centres in Romania
- Call Centres in Norway
- Call Centres in Hungary
- Call Centres in the UK
- Call Centres in Malta
- Call Centres in Croatia
- Call Centres in Slovenia
- Call Centres in Austria
- Call Centres in France
- Call Centres in Lithuania
- Call Centres in the Netherlands
- Call Centres in Belgium
- Call Centres in Italy
- Call Centres in Denmark
- Call Centres in Latvia
- Call Centres in Bosnia & Herzegovina
- Call Centres in Luxembourg
- Call Centres in Russia
- Call Centres in Slovakia
- Call Centres in Switzerland
- Call Centres in Poland
- Call Centres in Ireland
- Call Centres in Finland
- Call Centres in Bulgaria
- Call Centres in Spain
- Call Centres in Portugal
- Call Centres in Serbia
- Call Centres in Czechia
- Call Centres in Sweden
- Call Centres in Turkey
- Call Centres in Cyprus
- Call Centres in Estonia
- Call Centres in Europe
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 researchCompanies
WebhelpMajorel Group Luxembourg SAComdata SpAIndustry Code
822 - Activities of call centres in Europe
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Performance
Key Takeaways
Intensifying competition has pushed the industry to focus on quality
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Revenue Highlights
Trends
- Revenue
- 2024 Revenue Growth
- 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 in the Call Centres in Europe industry (2011 -2029)
- Employees in the Call Centres in Europe industry (2011 -2029)
- Business in the Call Centres in Europe industry (2011 -2029)
- Profit in the Call Centres in Europe industry (2011 -2029)
Analysis
What's driving current industry performance in the Call Centres in Europe industry?
Outlook
Analysis
What's driving the Call Centres in Europe industry outlook?
Volatility
Analysis
What influences volatility in the Call Centres in Europe industry?
Charts
- Industry Volatility vs. Revenue Growth Matrix
Life Cycle
Analysis
What determines the industry life cycle stage in the Call Centres in Europe 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.
Products and Services
Charts
- Products and Services Segmentation
Analysis
How are the Call Centres in Europe industry's products and services performing?
Analysis
What are innovations in the Call Centres in Europe industry's products and services?
Major Markets
Charts
- Major Market Segmentation
Analysis
What influences demand in the Call Centres in Europe industry?
International Trade
Highlights
- Largest Importer
- Smallest Importer
- Total Imports into Europe
- Largest Exporter
- Smallest Exporter
- Total Exports into Europe
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)
Geographic Breakdown
Business Locations
Heat maps
- Share of Total Industry Revenue by Region (2024)
- Share of Total Industry Enterprises by Region (2024)
- Share of Total Industry Employment by Region (2024)
- Share of Total Industry Wages by Region (2024)
Industry Geographic Breakdown
Data Tables
Values and annual change provided for 37 European countries:
- Revenue (2024)
- IVA (2024)
- Enterprises (2024)
- Employment (2024)
- Exports (2024)
- Imports (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.
Supply Chain
Charts
Buyer and supply industries
Companies
Market Share
Charts
- Industry Market Share by Company (2019-2024)
Companies
Data Tables
Top 9 companies by market share:
- Market share (2024)
- Revenue (2024)
- Profit (2024)
- Profit Margin (2024)
Data Tables
- Countries of operation for Webhelp
- Countries of operation for Majorel Group Luxembourg SA
- Countries of operation for Comdata SpA
- Countries of operation for Teleperformance SE
- Countries of operation for Transcom WorldWide AB
- Countries of operation for Concentrix Corporation
- Countries of operation for Unisono Solutions Group SL
- Countries of operation for Cyclad Sp Zoo
- Countries of operation for Avedo GmbH
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.
External Drivers
Analysis
What demographic and macroeconomic factors impact the Call Centres in Europe 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.
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 Europe 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.
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