Operadores de centrais telefónicas operam centrais telefónicas e consolas de comunicações telefónicas para estabelecer conexões telefónicas, realizarinquéritos telefónicos, relatórios de problemas de serviço e registar e retransmitir mensagens à equipa ou clientes (ILO, 2018).
Probabildiade de risco baseado no estudo seminal de Frey e Osborne
Professional Group characteristics and similar occupations
Client Information Workers
Client information workers provide or obtain information in person, by telephone or electronic means such as email in connection with making travel arrangements, describing the products or services of an organization, registering and greeting guests and visitors, making appointments, connecting telephone calls and collecting information from survey respondents or applicants for services (ILO, 2018).
- Travel Consultants and Clerks
- Contact Centre Information Clerks
- Hotel Receptionists
- Inquiry Clerks
- Receptionists (general)
- Survey and Market Research Interviewers
- Client Information Workers Not Elsewhere Classified
- Answering service operator
Before modern inventions came into play, switchboard workers had to manually connect callers on a switchboard by plugging phone lines into the correct circuit. Today, switchboard operators work through computerized systems that need less human involvement. The operators of today are more customer service driven than in older days.
Automated Call Sender Services have become very cheap to install and operate and in a further development of the augmented work, chatbot technologies, programs that can replicate human interaction to a degree of believability are now operating as costumer helpers, especially in online shopping sites, dealing with the initial interactions with the client and retrieving basic and standard information that will be then forwarded to a real human in a seamless fashion.
The big innovation however, are chatbots or virtual customer assistants. This software that can imitate a customer service person, via natural language and predictive AI, especially for the initial contact with the client in order to receive basic information before it forwards it to a specialized agent (Venture Beat, 2016). 2018 has been dubbed the Year of the Chatbot as penetration is reaching tipping point towards mainstream acceptance (Chatbot Magazine, 2018). Gartner, a research and advisory company predicts that 25% of the customer service will be dealt by chatbots (PYMNTS, 2018)
This profession in the strict sense have all the requirements to become all but automated.
Call Center Software from Five9 makes agents 300% more productive. Smart Dialers give agents more time with live prospects. Intelligent Routing gets calls to the right agent. On-Screen Caller Info puts customer information at their fingertips. And everything is automatically logged to the CRM.
Great customer service integrates all communication channels with interaction history to provide context for every conversation.