Sarah Burnett’s prediction on the future of call centres

Sarah Burnett of BCSWomen quoted in the Economist:

“Software robots are only going to become faster, cleverer and cheaper. Sarah Burnett of Everest, a research firm, predicts that the most basic jobs will vanish as a result. Call-centre workers will still be needed, not for repetitive tasks, but to coax customers into buying other products and services. That is a harder job, demanding better language skills. So automation might mean fewer jobs, or at least less growth, in India and the Philippines, but more jobs in America and Europe.”

Read more here:  http://www.economist.com/news/international/21690041-call-centres-have-created-millions-good-jobs-emerging-world-technology-threatens?fsrc=scn/tw/te/pe/ed/theendoftheline