Industry Statistics and Rankings
How does this industry perform in Croatia compared to Europe?
Country Benchmarking
Industry Data Croatia
Ranking are out of 37 European countries for which IBISWorld provides country-level factsheets.
Revenue
#30 In EuropeBusiness
#27 In EuropeEmployees
#30 In EuropeWages
#31 In EuropeRevenue in Europe’s Call Centre Operations industry is anticipated to contract at a compound annual rate of 5.0% to €30.0 billion over the five years through 2024. This is predominately driven by increased usage of chatbots and AI by clients and lacklustre business and consumer sentiment. A growing number of companies are leveraging technology to enhance customer engagement and diversify their sources of income, which has resulted in increased demand for call centres.
Enterprises
Number of businesses in 2024
Biggest companies in the Call Centres in Croatia
| 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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Top Questions Answered in this Report
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What is the market size of the Call Centres industry in Croatia in 2024?
The market size of the Call Centres industry in Croatia is €37.7m in 2024.
How many businesses are there in the Call Centres in Croatia industry in 2024?
There are 82 businesses in the Call Centres industry in Croatia, which has grown at a CAGR of 17.3 % between 2019 and 2024.
Has the Call Centres industry in Croatia grown or declined over the past 5 years?
The market size of the Call Centres industry in Croatia has been declining at a CAGR of 17.3 % between 2019 and 2024.
What is the forecast growth of the Call Centres industry in Croatia over the next 5 years?
Over the next five years, the Call Centres industry in Croatia is expected to decline.
What are the biggest companies in the Call Centres market in Croatia?
The biggest companies operating in the Call Centres market in Croatia are Webhelp, Majorel Group Luxembourg SA and Comdata SpA
What does the Call Centres in Croatia include?
Customer service and Technical support are part of the Call Centres industry.
Which companies have the highest market share in the Call Centres in Croatia?
The company holding the most market share in Croatia is Webhelp.
How competitive is the Call Centres industry in Croatia?
The level of competition is moderate and steady in the Call Centres industry in Croatia.
Related Industries
This industry is covered in 37 countries
Domestic industries
Competitors
- Wired Telecommunications Services in Croatia
Complementors
- Advertising Agencies in Croatia
- Other Telecommunications Activities in Croatia
- Market Research & Public Opinion Polling in Croatia
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 Croatia
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Performance
Revenue Highlights
Trends
- Revenue
- 2024 Revenue CAGR
- 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
- Employees
- Business
- Profit
Analysis
What's driving current industry performance in the Call Centres in Croatia industry?
Outlook
Analysis
What's driving the Call Centres in Croatia industry outlook?
Volatility
Analysis
What influences volatility in the Call Centres in Croatia industry?
Charts
- Industry Volatility vs. Revenue Growth Matrix
Life Cycle
Analysis
What determines the industry life cycle stage in the Call Centres in Croatia 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 Croatia industry's products and services performing?
Analysis
What are innovations in the Call Centres in Croatia industry's products and services?
Major Markets
Charts
- Major Market Segmentation
Analysis
What influences demand in the Call Centres in Croatia industry?
International Trade
Highlights
- Total Imports into Croatia
- Total Exports into Croatia
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)
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
Geographic Breakdown
Business Locations
Heat maps
- Share of Total Industry Establishments by Region (2024)
Data Tables
- Number of Establishments by Region (2024)
Charts
- Share of Establishments vs. Population of Each Region
Analysis
What regions are businesses in the Call Centres in Croatia located?
Companies
Data Tables
Top 10 companies by market share:
- Market share (2024)
- Revenue (2024)
- Profit (2024)
- Profit margin (2024)
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 Croatia 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 Croatia 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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