In Barcelona, call centers are shutting down one after another. The causes: artificial intelligence and outsourcing to cheaper countries. Nearly 600 layoffs are expected by October. That's the plan announced by CPM International, a commercial outsourcing agency, for its Barcelona site. Here's what you need to know if you're planning to look for work in Barcelona.
Earlier, in April, Meta and its subcontractor Telus Digital announced over 2,000 layoffs at their content moderation center in the city. The days when Barcelona attracted international companies seem long gone. For expats who were once drawn by the job opportunities the city offered, this is a major blow.
In the 2000s, Barcelona earned the nickname “the new call center El Dorado,” successfully attracting major American and European corporations. It was a golden opportunity for both locals and expats. In 2005, call centers employed over 30,000 people. Expats flocked to Barcelona, enticed not only by solid career prospects but also by the city's cosmopolitan culture.
Today, AI (artificial intelligence) appears to be taking the lead. A manager at a Barcelona call center acknowledges that the AI boom is forcing a rethinking of the call center profession. According to Swedish fintech company Klarna, AI could replace up to 700 human agents. Advances in near real-time translation technology allow companies to relocate call centers to countries cheaper than Spain. Major corporations—especially tech giants—are now turning to India. For expats, it's a harsh wake-up call. Still, they're not planning to leave Barcelona. Despite the rising cost of living and the tough economic context, they remain confident they'll find new jobs in the city.
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