ðŸ‡ðŸ‡· Croatian, 22 October 2026, AI impact
Artificial Intelligence Reduces Call Center Workforce Globally
The number of employees in call centers worldwide has been decreasing for two years, with a 5.3% drop since 2023.
The trend of increasing employment in call centers from 2009 to 2024 has been reversed, with the first decline observed in developed countries and later spreading to countries with lower incomes.
The development of AI tools is cited as a contributing factor to the decline, as they can change the way companies organize customer support.
According to the analysis, about half of those who leave the sector move to similar jobs, often with lower pay, while only 10.8% find better-paying jobs in technical support or related fields.