Nearly one in three customer service agents plan to leave within six months, driven primarily by demands for schedule flexibility rather than AI displacement fears, with only 8% concerned about automation-related job loss. Whilst AI will reshape agent roles by automating routine tasks and elevating skill requirements toward complex problem-solving and emotional intelligence, retention strategies must prioritise flexible working arrangements over reassurance about technology threats, as 90% of agents cite scheduling autonomy as a key employment factor.
Customer service agents eye exit, not driven by AI fears Outsource Accelerator
Customer service agents eye exit, not driven by AI fears Outsource Accelerator