The contact centre sector is gaining momentum again in Spain. According to the latest Randstad Research Report on Telephone Agent Employment, the number of professionals dedicated to telephone service exceeded 160,000 employees in the second quarter of 2025, representing year-on-year growth of 10.7% and the best result in the last five years.
The study, based on data from the INE and the Ministries of Labour and Social Security, indicates that nine out of ten workers in the sector are telephone operators, while the remaining 8.7% are telemarketing operators, a profile that has seen the largest increase this year, with a rise of 23.2%.
The activity is mainly concentrated in Madrid, Catalonia and Andalusia, communities that account for more than 70% of contracts. Madrid is consolidating its position as the main employment hub, with almost a third of the country’s professionals, followed by Barcelona and Seville, which continue to be key hubs for large contact centres.
The report also highlights the strong weight of female employment, which represents 72% of the total. In addition, the sector remains markedly young: almost six out of ten agents are between 25 and 44 years old, an age group that accounts for much of the talent and stability in the sector.
In terms of qualifications, the profession is evolving towards greater specialisation. Although 46% of employees have no professional training, the number of workers with professional or university training is growing, reflecting the transformation of contact centres towards more complex and digitised customer service.
Another notable phenomenon is diversity: one in three agents has foreign or dual nationality, a growing trend that reinforces the multicultural nature of customer service teams in Spain.
Despite the slight drop in recruitment recorded in 2024, Randstad Research warns that the data does not reflect a real loss of jobs, but rather the effect of labour reform and the extension of intermittent fixed-term contracts, which provide greater stability without appearing in traditional unemployment statistics.
Overall, the report paints an optimistic picture: Spanish contact centres are consolidating their growth, improving stability and professionalisation, and continuing to be an essential sector in the relationship between companies and customers.