How do I protect my customer support job when it’s predicted that 80% of jobs in our sector will be redundant by 2030?
Artificial intelligence (AI) is evolving rapidly transforming both the workplace and the way people work. With one of the main Customer Experience AI tech players recently announcing that by 2030 80% of call centre jobs will be replaced by AI. That is a frightening statement and job loss anxiety is a real fear in our industry especially in offshore and outsourced call centres. AI is having a significant and multi-faceted impact on call centre jobs, reshaping roles, workflows, and the overall nature of customer service. So here’s a breakdown of the key impacts to address job displacement and identify the opportunities to excel heads and shoulders above everybody else.
We are witnessing greater innovation in AI-powered chatbots and voice assistants who now handle a large volume of routine and repetitive tasks (e.g. password resets, order tracking, FAQs), reducing the need for human agents in those areas.
While AI takes over simpler tasks, there is going to be a shrinking demand for basic call centre positions. It is difficult to effectively predict the future as the technology continues to evolve but it’s clear that AI is already causing job losses in the workforce. The most impacted to date have been recent graduates or entry-level workers. For example, according to an Oxford Economics report, unemployment for recent college graduates raised to an unusually high 5.8%. And The Federal Reserve Bank of New York warned that the employment situation for these workers had ‘deteriorated noticeably’.
Our hope now lies in a shift to complex problem-solving and using reclaimed time to work on deeper relationship building. On the positive side, human agents are increasingly dealing with more complex or emotionally sensitive issues, requiring greater empathy, critical thinking, and wider Customer Experience (CX) skills. This opens the door for agents to invest in CX training to prepare you for relationship building and providing you with the key accreditation needed to be noticed and remain a critical asset in any organisation.
The CX Academy is the global leader in CX advancement training and predicts that there will be smaller, deeply skilled customer support teams with AI handling the less complex issues and repetitive tasks. We also note that certain sectors where complex issues occur regularly, will have a significant requirement for highly skilled and well-paid customer support roles. Call centres are leaning toward leaner teams staffed with highly skilled professionals and having a professional accreditation will be a real advantage in your ability to be unreplaceable.
AI will in the short term also make it easier for agents to be more effective. Tools like real-time transcription, sentiment analysis, and knowledge surfacing assist agents during live calls, improving efficiency and decision-making are already in place across the board. AI can streamline post-call wrap-up (automated summaries, ticket creation), reducing admin time and burnout. And AI is providing effective analyses on calls and gives agents feedback on tone, resolution time, and adherence to scripts.
There is a significant move towards a skills evolution in the contact centre sector. Upskilling is now critical for agents and Call Centre managers. Agents now need digital literacy, adaptability, strong empathy and listening skills along with advanced communication skills. Customer Experience training is more valued than ever. And our courses are designed to address the impacts of AI in our CX world. The CX Academy has created an approach of ‘digital when you want it, human when you need it’, which is the best way to approach CX excellence for your organisation. Download our most recent eBook to learn more.
In summary, AI isn’t killing the call centre sector, it’s transforming it. Our job today is becoming less about repetition and more about deep relationship-building and problem-solving to help deliver CX excellence. While there are many roles and skills that AI won’t replace, technology definitely is having an impact on call centre jobs. Yes, AI is intelligence, and yes, it is evolving. However, no matter how good it gets, empathetic humans will always have the advantage when dealing with or selling to other humans.
The CX Academy is the global leader in CX accreditation and offers you individual and team accreditation courses that can be done online or in blended format. Contact [email protected] to find out which is the right course for you and your teams.
