What is changing
Your job is changing.
The facts about AI in contact centres, with a source for every number.
The UK industry
A big industry, and a big employer
Contact centres are a major employer across the UK.
around 6,200
770,000+
Already happening
Jobs are already falling in some places
Jobs at UK call centre businesses fell by about 3.5% a year on average between 2020 and 2025. That covers call centre businesses that answer calls for other companies.
In 2025, Sky said about 2,000 jobs were at risk. Its centres in Leeds, Sheffield and Stockport are due to close. Sky expects calls to fall from about 25 million to about 17 million a year by 2029.
Source: CXM, citing the Financial Times, March 2025 (opens in a new tab)
Looking ahead
The outlook to 2030
These are forecasts. They are mostly about the US and the world as a whole, not only the UK.
about half
Source: Forrester (May 2026), reported by HR Dive, May 2026 (opens in a new tab)
13.5% / ~350,000
Source: Forrester, reported by No Jitter, 2026 (opens in a new tab)
The same forecasters expect new roles in data, conversation design and AI supervision. Those roles are what the course is about.
Going and staying
What AI will replace, and what it will not
Going
- Password resets
- Balance checks
- "Where's my order?"
- Address changes
- Typing call notes
- Simple forms
- Sorting emails
Staying and growing
- Complex and emotional calls
- Looking after vulnerable customers
- Judgement
- Complaints
- The people who design, set up, watch and improve the systems
Customers use AI too
Many customers try AI before they ring
about 3×
58%
So the calls that still reach a person are the harder ones. And the work behind the scenes is growing.
The skills gap
There are not enough people with these skills
97% / 35%
73% / AI #1
Source: ManpowerGroup UK Talent Shortage 2026, March 2026 (opens in a new tab)
Understanding the customer is the part that is hard to teach. Agents already have it.