Key figures

  • 175,574Total employees in the sector (69% women)
  • 76%See proactive communication as essential
  • 61%Prefer the phone to contact brands
  • 92%Of target-meeting firms report revenue growth

Key findings

  1. Contact centres employ 175,574 people including managers and support staff; the average age is 28 and 9,425 representatives serve in foreign languages.
  2. Banking and finance (21%), telecoms (16%) and public services (11%) employ the most representatives.
  3. Feedback measurement is moving from complaint-focused to journey-focused and regular; AI-based analysis is still limited.
  4. Four in ten consumers say not reaching a live agent is the most critical problem; 88% value choosing their own channel.
  5. Automation and AI are used at 40% today and expected to reach 45% by 2027; seven in ten managers say AI significantly shortens processes.
  6. The research groups the future into three themes: standing out from the noise, technology and AI transformation, and customer experience as a strategic business lever.
  7. 92% of organisations meeting their targets report revenue growth, compared with 50% of those falling behind.

About the research

Method
B2B survey, B2C consumer survey and in-depth interviews
Date
September–October 2025
Sample
107 industry professionals, 1,000 consumers and in-depth interviews with 10 decision makers
Partner
MDYD, Deloitte

Pages from the report

First 12 of 128 pages

Download the full report (PDF, in Turkish)