The Future of Call Centers


By Lee Hurley

One of the most interesting things about CRM technology is that with all of the advanced ways to help companies more efficiently communicate with their customers, often the consumer simply wants someone to talk to. Well-meaning companies who have consistently worked harder to rely on technology to answer questions have realized the importance of the human angle. It’s cheaper and faster to send a customer to a web site or a chat room and there is no doubt that those tools are beneficial but at the end of the day the customer often wants someone to talk to. Hence the current need and projected continuing rise in employment for call centers.


According to a recent article at, 74 per cent of people contact customer service via phone, more than they use any other channel. It’s even worth waiting on hold or navigating through a phone tree to speak to a human. Frustrating yes, but they do it. Why? Because so often the solution can’t be found without human rationalization. That is, talking to someone and explaining your situation. The Forbes article among others lays out three scenarios in the next ten to twenty years:  1) An almost complete pivot to virtual technology, 2) a realization that customer service needs a human voice, and 3) a blend of the two. Smart people are working on this every day and new technology is friendlier and more intuitive (Delta Airlines is a good example of this), but for the foreseeable future humans in call centers are playing a critical role in communicating with the all-important customer.   


It’s not at all surprising that the Department of Homeland Security classified Call Centers as essential jobs during the pandemic. People need answers more than ever as they use the internet and telephone to order – well – everything. There are jobs available in every sector from credit unions to food delivery services and everything in between. And the pay can be higher than one might think. The point here is this sector is growing not shrinking, and hardworking, friendly, unflappable people can readily move up the chain. As one article from Hubspot says, an essential and wonderful part of being in the communications chain is to create a delightful customer experience.  For the company that means a happy customer. For the employee that means more money, promotions and appreciation for a job well done.


Outsourcing call center jobs to a staffing agency like Automation Personnel Services offers several benefits. First of all the attrition rate is fairly high in call centers. This is due to many factors, but the higher the attrition rate the more important it is to have outside help continually prospecting for good candidates. Scalability is another reason to seek outside help. The coronavirus pandemic is an extreme real-world example of this benefit, but a real one. Some companies have increased their call-center usage by more than 100 percent. However, as the pandemic recedes, so, too, will the need for the increased staff in call centers. A staffing agency like Automation Personnel Services can reassign those employees to another job quickly. Lastly, outsourcing call center employees to a staffing agency is cost-effective and risk-effective. For instance, Automation Personnel Services not only pays the employee’s salary but also provides health coverage, 401(k) plans, and other benefits. 

Have call center jobs or other roles you need to be filled? Complete our Employee Request Form and tell us about your staffing needs. 

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