Recently, I was contemplating something regarding customer service jobs and automation. I was at a fintech data conference listening to the work being put in to analyze customer support call log history to understand where prospects are in a pipeline or improve retention.
If a system can pinpoint a prospect is close to onboarding, and customer service rep is a great closer, the software could pass the prospect off to the "closer". The same could be said for keeping a customer who is on the fence from leaving. All of the sudden, a highly skilled closer has data and metrics attributable to the company's bottom line, and in theory, someone like this should become a high priced asset.
In some instances, could automation actually greatly increase the salary dispersion in certain low wage fields?
If a system can pinpoint a prospect is close to onboarding, and customer service rep is a great closer, the software could pass the prospect off to the "closer". The same could be said for keeping a customer who is on the fence from leaving. All of the sudden, a highly skilled closer has data and metrics attributable to the company's bottom line, and in theory, someone like this should become a high priced asset.
In some instances, could automation actually greatly increase the salary dispersion in certain low wage fields?