Experts Share: How Will The Rise Of AI Call Centres Impact Entry Level Jobs?

More graduates are walking into a job market where AI is already changing what early careers look like. Research from Prospects at Jisc shows that 11% of graduates have changed their career plans because of AI and 14% said automation had left them feeling unsure about their futures. In some sectors, especially creative ones, graduates fear that machines will replace them before they even get a chance to start.

Those who want roles in coding, design, data science, legal support and even film are rethinking their futures. Moli Hitchen, a language graduate from the University of Sheffield, originally wanted to work in translation but now leans towards consultancy or marketing due to AI’s fast takeover in language work.

Meanwhile, others are finding that AI is opening unexpected options.

Prospects’ survey of over 4,000 graduates also found that 43% of respondents wanted to leave their current employer, driven partly by fears of obsolescence. This shows that even those already in jobs are starting to question how secure their futures really are.

 

How Is AI Changing The Hiring Process?

 

More and more graduates are using tools like ChatGPT and Microsoft Copilot to get hired. According to Prospects, nearly one in five have used AI tools for career advice, and 84% said it helped.

The survey also found that 43% had used AI to edit their CVs or cover letters, 35% had used it to write them from scratch, and 29% had used AI to prepare for interviews. One quarter of graduates said they are applying for as many jobs as possible to increase their chances, with 27% submitting over 50 applications. This is part of a wider trend, as the Institute of Student Employers reported an average of 140 applications per graduate job which is an increase of 59% in a year.

 

What About Call Centre Work?

 

In July, the Commonwealth Bank of Australia confirmed it would be cutting around 90 roles from its call department due to the rollout of AI voice bots. The Finance Sector Union claims these cuts are part of a larger pattern, with nearly 800 roles already lost in the past year.

CBA said the decision was made to better serve customer needs using technology. But union leaders pushed back, accusing the bank of valuing profit over people, especially as the jobs were reportedly moved to India. National secretary Julia Angrisano said workers expected to be involved in the changes, not left behind by them.

Joseph Mitchell from the Australian Council of Trade Unions said there needs to be agreements between employers and workers before rolling out AI tools. The union wants any company without such agreements to lose access to government contracts or funding.

This speaks to a much bigger issue on whether entry-level roles will continue to exist at all in a world where machines can attend to customers.

 

Experts Share: How Will The Rise Of AI Call Centres Impact Entry-Level Roles?

 

Our Experts:

 

• Rob Scott, Managing Director, Aaron Wallis
• Thea Fineren, Chief People Officer, Advania
• Russell Attwood, Founder and CEO, Route 101
• Sabine Ghali, Managing Director, Buttonwood Property Management
• Doug Crawford, Founder, Best Trade Schools
• Courtenay Mills, Head of Voice & Data, EfficiencyIT
• Himanshu Agarwal, Co-Founder, Zenius.co

 

Rob Scott, Managing Director, Aaron Wallis

 

 

“The rise of AI has undoubtedly shaken up the job market. From AI call centres to automated sales tools, we’ve seen a small decline in graduate trainee sales roles since ChatGPT hit headlines in November 2022. As specialist sales recruiters, we’re often asked whether AI is directly replacing junior business development jobs. When it comes to sales, not quite.

“The shift seems driven more by a wave of new sales tools. These platforms automate outreach through targeted emails and social media, often using AI. I’ve taken a few AI-led sales calls. While impressive, they still feel fake. There’s a delay in responses, no filler words, and a lack of emotional intelligence. What’s missing is what makes a first sales call work: the ability to build rapport, make small talk, and ask tailored questions that create trust. Until AI can do that — and it might in the next year or two — the human touch is still essential.

“Outside sales, AI is already replacing entry-level tasks such as call handling and data entry. I was recently routed to a real person by a speech-based AI assistant. It worked well. But this shift brings risk. The unemployment rate for 16 to 24-year-olds in the UK is now 14.2 percent, meaning over half a million young people are struggling to land their first job and gain essential experience, mentorship, and skills. That’s a serious long-term issue for UK Plc.

“In our own recruitment business, we’re still testing how AI can support rather than replace. Every week brings another “next big thing” in Recruitment AI, which I tend to take with a large pinch of pink Himalayan salt. But while these tools are evolving, they don’t yet replace what makes a great hire. If anything, this disruption may push more graduates into complex, people-focused roles like sales, where empathy, trust and human connection still matter most.”

 

Thea Fineren, Chief People Officer, Advania

 

 

“There is fear about AI taking entry level jobs, but the reality is more nuanced. Technological advances have always led to new ways of working and AI is already being harnessed to improve the employee experience. At Advania UK, 84% of employees use Microsoft Copilot, which reports an average daily time savings of 30–40 minutes.

“People need to understand AI as a powerful research assistant, able to sift through massive datasets, spot trends, and even generate reports or presentations. That kind of support frees people up to focus on tasks higher up the value chain: strategic thinking, creativity, and complex problem-solving, these things are what AI could never replace. The real opportunity lies in this collaboration between humans and machines.”

 

Russell Attwood, Founder and CEO, Route 101

 

 

“It’s been undeniable for a while that AI has the potential to remove much of the work done by entry level employees and these numbers make clear that organisations are starting to take advantage of that fact. AI can offload repetitive, low-value, high-contact tasks like automated FAQs or simple data verification, freeing workers to focus on what truly matters: handling complex queries with human empathy. This can both improve customer outcomes and substantially enhance the work experience for contact centre agents, giving them more meaningful and engaging responsibilities.

“However, that empathy is vital, and I firmly believe that the human element will remain crucial in the workforce even as AI advances. We’ve seen organisations face backlash after launching AI customer support that makes mistakes, and everyone has felt the frustration of trying to get through to a real human and hitting a brick wall. Additionally, some organisations are jumping on AI without giving proper thought to how it’s implemented and how it adds value, which may mean they have to rethink their strategy down the line.

“What we will see is the calibre of workers rise, with agents needing stronger analytical skills, emotional intelligence and adaptability in order to handle the complex cases that require the human touch. With those base level roles disappearing, organisations will need to invest more in training and smarter onboarding strategies in order to retain a talent pipeline as entry level roles dry up. What we’re seeing is an evolution in the world of work, not the end of it.”

 

Sabine Ghali, Managing Director, Buttonwood Property Management

 

 

“All this talk about AI killing jobs feels like it’s missing the point.

“As someone running a property management company, an AI can spit out a rent due date, no problem. But can it calm down a panicked tenant when a pipe explodes at 2 AM? Nope.

“Can it gently break the news to a landlord that they’re on the hook for a five figure repair they didn’t budget for? Not a chance.

“That’s the real story here. It isn’t about jobs disappearing. The grunt work is disappearing. All the easy, black and white stuff will be automated.

“The jobs that are left, are the ones that require you to be a problem solver, a therapist, and a firefighter all at once. The baseline for what we consider an “entry level” skill is about to go through the roof.”

 

 

Doug Crawford, Founder, Best Trade Schools

 

 

“Having led support teams, I know how AI call centers can be utilized to accelerate things and address basic questions within a short period, but we cannot deny that it has an effect on the entry-level jobs. And the fact the kind of jobs that give people first and basic work experience in customer-related service can now be done by AI has been quite unpredictable.

“However, I also think that it creates new opportunities. Since entry-level workers will able to concentrate on much more difficult problems, learning tech tools and growing more rapidly. The way I see things, its not a loss but rather a shift towards a more strong and solid growth for the future.”

 

Courtenay Mills, Head of Voice & Data, EfficiencyIT

 

 

“As artificial intelligence continues to transform business operations across sectors, one area experiencing particularly rapid adoption is the contact centre. For start-ups and scale-ups looking to deliver professional customer service without the overheads of a large team, platforms like 8×8 are proving invaluable.

“With tools such as the Intelligent Customer Assistant and third-party integrations like Creovai Agent Assist, even the smallest businesses can offer fast, consistent support. However, as these technologies become more widespread, it raises an important question about the future of entry-level jobs.

“While it is easy to assume that AI will simply replace human workers, the reality is more nuanced. In practice, AI is redefining entry-level roles rather than removing them altogether. 8×8’s Intelligent Customer Assistant can manage common queries such as checking a balance, resetting a password or booking an appointment.

“This allows human agents to focus on more complex, sensitive or valuable interactions that require empathy or detailed understanding. Similarly, Creovai Agent Assist, which integrates directly with the 8×8 platform, works alongside human agents by suggesting responses in real time to ensure a consistent quality, surfacing relevant customer history and ensuring information is accurate and up to date.

“As a result, the nature of entry-level roles in customer service is changing. Businesses no longer need large teams of people answering routine questions. Instead, they can recruit smaller numbers of staff who are equipped to deal with more involved queries and who are comfortable working alongside AI tools.

“This leads to roles that combine elements of customer service, analysis and digital operations. For those entering the job market, these roles may offer more varied experience and greater potential for career progression than traditional contact centre jobs.

“For UK start-ups, there are clear advantages. These tools allow small companies to provide professional-grade support services that rival larger competitors, helping them to scale more efficiently. Budgets that would once have been spent on expanding customer service teams can now be redirected to product development, marketing or hiring for specialist roles.

“At the same time, there is growing demand for people who can build, train and maintain these AI systems. These include roles such as bot trainers, workflow designers and conversational quality reviewers. These are accessible roles that do not necessarily require a technical degree and could offer a modern route into the digital workforce.

“However, there is still a risk that traditional pathways into employment could narrow, particularly for school leavers or career changers without formal qualifications. If companies adopt AI to reduce frontline hiring, it is essential that they also consider how to offer alternative routes into work.

“Reskilling will be part of the solution. AI systems still need oversight, particularly when dealing with sensitive topics, and there is a continuing need for human input when it comes to maintaining the quality and integrity of customer interactions.

“Some forward thinking employers are already addressing this by repositioning entry-level customer service as a stepping stone into digital careers. A role that might once have been described as a call handler could now be presented as a conversational AI assistant, offering opportunities to learn about automation, workflow design and customer experience. This approach could be particularly attractive to start-ups and scale-ups, where employees are often required to wear multiple hats and contribute to fast changing priorities.

“The emergence of AI-powered contact centres, including those supported by 8×8 and Creovai, is not spelling the end of entry-level work. It is, however, prompting a significant rethink. For businesses, it offers smarter ways to grow and compete.

“For individuals, it opens new paths into the world of work, particularly for those willing to embrace a blend of digital tools and human centred skills. As always, the challenge lies in making sure that opportunities are accessible, inclusive and meaningful, and therefore add value.”

 

Himanshu Agarwal, Co-Founder, Zenius.co

 

 

“The job market has been unsettled due to AI taking over many tasks. In my opinion, AI’s comfort with performing repetitive and predictable tasks puts many entry-level jobs in jeopardy.

“I’d expect the volume of tier 1 customer support jobs to shrink with the rise of AI call centres. Companies would prefer AI systems as they can achieve the same results faster and for less. AI’s 24/7 availability is another drawback for employees.

“I’ve often seen candidates use call centres as opportunities for soft-skills building. Unfortunately, the takeover would reduce such opportunities for candidates with minimal training and/or experience.

“I’d suggest that candidates focus on roles that surround data science and ML development. AI’s growth is bound to give them a boost.

“Companies can use career journey maps to help their employees. At Zenius.co, some departments use these maps to trace the future course of their jobs and gather suggestions for upskilling.”