Call Centres in France - Market Size, Industry Analysis, Trends and Forecasts (2025-2029)

Call Centres in France industry analysis

High rates of digitalisation and the continued proliferation of technical support services globally has resulted in a mixed performance for call centres in France. The French economy facilitated a critical boost for call centre demand in 2021 and 2023, as higher adoption rates of Very High-Capacity Networks (VHCNs) and Fibre to the Premises (FTTP) technology bolstered technical support demand. While the pandemic did harm call centre demand due to lower sector-wide demand among retailers and considerable cuts to call centre representatives in response, there was a push toward automation in the industry, lowering operational expenses for call centres and the reliance on skilled labour, generating more effective client query resolutions. Nonetheless, a 0.2% slip in business sentiment in 2020 forced call centres to prioritise alternative client streams like individual consumers due to the growing rate of smartphone adoption. Over the five years through 2025, revenue is estimated to climb at a compound annual rate of 1.9% to an estimated €3.1 billion, including an anticipated 10.1% fall in 2025 alone stemming from higher in-house adoption of client query services by sector leaders in finance and retail.  

Trends and Insights

• 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.
• 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.
• 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.