Total revenue in Spain's contact center sector fell 1.1% in 2025
In a shrinking market, the top five companies took a combined 65.3% of sector revenue by value in 2025 and the top ten 79.2%, according to Observatorio Sectorial DBK de INFORMA.
What's happening
According to Relación Cliente, total revenue at companies providing contact center services in Spain fell 1.1% in 2025 from the previous year. Data from Observatorio Sectorial DBK de INFORMA show the sector had grown at an average of about 5% a year over the two years before that. The study attributes the decline to weak domestic demand, waning international demand and some clients bringing services in-house with AI.
Behind the number
The sector covered by the study comprises about 75 companies and groups, which together employ about 115,000 people.
Whose desk it lands on
The head of the contact center. Which calls can AI let you bring in-house, and which stay in the outsourcing contract?
Our view
The CX Brief's interpretation, not a claim made by the source.
Outsourcers now compete not just with rivals on price but with the option of clients bringing the work in-house with AI. Nor is the study's outlook reassuring: falling revenue, price competition and rising costs will keep squeezing operators' margins in the short term.
Source
Source:Observatorio Sectorial DBK de INFORMA·Sample: 75
Reported by: Relación Cliente·November 10, 2026
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