Türkiye’s call centers employ 170,000: PwC-Pragma report
ISTANBUL, TÜRKIYE — The call center sector in Türkiye (also known as Turkey) has emerged as a major employer, with 167,620 people working in the field, according to a recent report by PwC Türkiye and market researcher Pragma Araştırma.
The industry, part of the broader consumer experience ecosystem, has expanded by 64% over the past year, reaching a market size of 68.5 billion Turkish Liras (US$1.98 billion).
Key sectors fueling growth
The report identifies finance/insurance, telecommunications, e-commerce, retail, consumer products, and technology as the industries contributing most significantly to the sector’s growth.
These fields have driven demand for customer service solutions and solidified the call center industry’s role in Türkiye’s economy.
Women lead the workforce in call centers
More than 70% of employees in the sector are women, highlighting its inclusive nature. The workforce is notably young, with an average age of 29, and 42% of employees hold university degrees.
Key areas driving employment include e-commerce, retail, and consumer products, reflecting the sector’s adaptability to modern market demands.
Expanding international reach
Approximately 35% of call center companies in Türkiye now provide services abroad, targeting key markets such as the United Kingdom, Germany, and the Netherlands.
Consumer Experience Management and Technologies Association (MDYD) Chairperson Banu Hızlı emphasized this international potential, stating, “This shows that our country has a significant potential in the international arena in this field.”
Focus on technology investments
The report also highlights a shift toward technological advancements. Non-financial companies operating in the sector are prioritizing investments in artificial intelligence (AI) technologies and cloud-based platforms to improve efficiency and customer satisfaction.
These innovations are expected to further enhance Türkiye’s competitiveness on a global scale.
A growing hub for customer experience
Türkiye’s call center industry is not only driving local employment but also positioning itself as a global hub for customer experience management. With its young workforce, strong female representation, and increasing technological investments, the sector is poised for continued growth both domestically and internationally.
By focusing on workforce inclusivity and leveraging cutting-edge technologies, Türkiye is establishing itself as a leader in customer service solutions across multiple industries.
