- 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 countries. Before ChatGPT, call-center headcount tracked other office and administrative roles in middle-income countries. After its launch, however, call centers have stalled or declined while the rest of white-collar work has continued to grow.
- The better-paid white-collar roles in these middle-income countries are still growing, but most former call-center workers never reach them. Only 10.8% of those who move land in technical support, customer success, or software and data, where median pay rises 7% to 13%. Half end up in other customer service, sales, or office jobs, usually for less pay.
Here is more by Caelan Wilkie-Rogers.
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