Earth facts of the day
Global call center headcount is 5.3% below its December 2023 peak, ending more than a decade of growth. It has fallen year over year for eight straight quarters, a decline that started in high-income countries and coincided with the rise of AI chatbots. Call center support is falling behind other white-collar work in the same […] The post Earth facts of the day appeared first on Marginal…
Call center employment in high-income countries has decreased by 5.3% since its peak in December 2023, marking the end of a decade-long growth trend. This decline has persisted for eight consecutive quarters and began in affluent nations, coinciding with the emergence of AI chatbots. The decline in call center support has outpaced growth in other white-collar occupations in these countries.
Prior to the introduction of ChatGPT, call center employment in middle-income countries mirrored that of office and administrative roles. However, following the launch of ChatGPT, call centers have either stagnated or declined, while white-collar work in these regions has continued to expand.
The median pay for individuals transitioning into technical support, customer success, or software and data roles has risen by 7% to 13%. However, only 10.8% of call center workers advance to these higher-paying positions. The majority of former call center employees end up in other customer service, sales, or office jobs, often finding themselves paid less compared to their previous roles.
Written by urgent.news from Marginal Revolution's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
