The changing nature of the call centre industry

 The call centre industry is changing in 2022 and 2023 and it is being increasingly automated.

                There are less and less call centre agents being hired;instead of mass layoffs there are often job losses due to attrition and employees voluntarily accepting retirement packages.

                Many companies are more focused on the bottomline than customer service.Replacing jobs with automation is an easy way to cut costs.

                However,many customers are dissatisfied with automation because machines can't replace the human connection.