The customer service agent profession, formerly known as ‘telemarketing agent,’ can be the first job opportunity, especially for younger individuals. But with the arrival of artificial intelligence and other technologies, will the telecommunications sector still be a gateway for employment for this demographic, and will technical and behavioral skills align with labor market needs?
According to the global CX leader, Foundever, the segment will be enriched with opportunities, and this profile will also gain new skills. The report CX Trends for 2035, developed by the company, predicts that the contact center professional profile will only be modified and will incorporate a more analytical approach to their work, contradicting global research suggesting that the profession may soon cease to exist due to artificial intelligence.
The material highlights that self-service is gaining increasing ground, driven by the evolution of artificial intelligence and GenAI. These technologies allow a broader range of complex cases to be resolved across various online channels, such as messaging, apps, and voice. In other words, virtual assistants’ skills are expected to expand to a wide variety of channels, complementing existing omnichannel capabilities.
Today, the customer service agent profession, as it is called, accounts for a significant portion over 60% of professionals aged 18 to 29.Available data from the Brazilian Teleservices Association (ABT), considering recent years, still reveals that the sector employs over 1 million people, more than 70% of its professionals are women, half of whom are Black or mixed-race.
Foundever’s CEO in Brazil, Laurent Delache, highlights the growing relevance of young people in the contact center sector, driven by their remarkable adaptability and continuous learning abilities. ‘This generation excels in these services due to their agility in handling changes and challenges, along with their multitasking skills, excellent communication, tech-savviness, and quick assimilation of new knowledge,’ he states.
Advancements by 2035
Foundever’s CEO in Brazil, Laurent Delache, anticipates the arrival of a centralized AI agent capable of offering advanced skills and greater personalization. This will represent a significant contrast to the isolated and basic experiences that currently prevail.
‘The pursuit of increasingly personalized experiences, driven by AI agents, brings immense potential to enhance the interaction between brands and consumers. On the flip side, this heightened personalization raises crucial questions about ethics and security, and thus, the collection and use of personal data to shape individual experiences require companies to exercise extra care to avoid discrimination and ensure user privacy,’ warns Delache.
Although there are concerns about task automation and potential job displacement, research shows that customer support leaders view AI as a driving force for career evolution in this field. In other words, according to Delache’s analysis, as customer expectations rise, AI will empower service professionals to become experts in solving complex problems more efficiently, contributing to greater consumer satisfaction and loyalty during their experience.
How to prepare to be a good customer service agent by 2035, according to Foundever:
-Understand where GenAI will come to life in the contact center and help you thrive;
-Ensure ethical and security standards for new technologies maintain an exemplary level of integrity;
·-Practice transparency with consumers and serve as an educational guide for them about new technology and data policies.
