Key figures

  • TRY 15.4bn2021 market size (up 41.3%)
  • 142,020Customer representatives (up 15%)
  • 67%Share of women employees
  • 9,800Representatives serving clients abroad

Key findings

  1. The market grew from TRY 7.5 billion in 2019 and TRY 10.9 billion in 2020 to TRY 15.4 billion in 2021; real growth, adjusted for inflation and minimum wage, was around 20%.
  2. Including managers and support staff, total employment reached 160,483; 63% of representatives work for outsourcing companies.
  3. Total employment of 168,000 (up 5%) is forecast for 2022; growth could reach 10–15% if incentives are introduced.
  4. Finance/insurance (25%), telecoms (24%), e-commerce (13%) and the public sector (12%) account for about 74% of employment.
  5. Home-based representatives numbered 93,288 in 2020 and 82,372 in 2021; 50–55% of flexible working is expected to remain.
  6. The average representative is 28 years old, 57% are university graduates and 62% have more than three years in the sector.
  7. About 11,000 representatives serve in foreign languages (German 51%, English 25%, Dutch 14%); Germany, the Netherlands, Austria and the UK are key export markets.

About the research

Method
In-depth interviews with sector leaders and a company survey
Date
2021 data
Sample
In-depth interviews with 12 sector leaders; 127 companies using in-house and outsourced call centres
Partner
Call Centres Association (ÇMD)

Pages from the report

First 12 of 16 pages

Download the full report (PDF, in Turkish)