Who's on the clock?

Customer Service Representatives vs Telemarketers

Customer service representatives spend 6h of a shift on tasks AI or robots touch; telemarketers spend 4h 19m. Here is how pay, outlook and training compare.

Time card for customer service representatives: 6h of an 8-hour shift touched by AI or robotsTime card: Customer Service Representatives →

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Customer service representatives or telemarketers: which will AI change more? AI and robots touch more of the day for customer service representatives: 6h of an 8-hour shift, against 4h 19m for telemarketers. Customer service representatives earn more, a median of $44,770 against $35,450.

The two jobs share related skills, including service orientation, active listening, negotiation, so moving between them is realistic for many people.

Customer Service Representatives
6hof an 8-hour shift touched by AI or robots
  • 2hDone by people
  • 0mPeople do it with AI's help
  • 6hAI mostly does it alone
  • 0mRobots have done it somewhere
Median pay
$44,770
U.S. workers
2.6 million
Outlook to 2035
-5.3%
Openings a year
290,000
Typical preparation
High school diploma, some training
See the full time card →
Telemarketers
4h 19mof an 8-hour shift touched by AI or robotsLess AI time
  • 3h 41mDone by people
  • 0mPeople do it with AI's help
  • 4h 19mAI mostly does it alone
  • 0mRobots have done it somewhere
Median pay
$35,450
U.S. workers
58,000
Outlook to 2035
-21.4%
Openings a year
5,800
Typical preparation
High school diploma, some training
See the full time card →

Customer Service Representatives

Where AI or robots show up most

  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. 3h
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. 1h 13m
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. 40m

Biggest tasks still done by people

  • Check to ensure that appropriate changes were made to resolve customers' problems. 27m
  • Determine charges for services requested, collect deposits or payments, or arrange for billing. 27m
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. 27m

Telemarketers

Where AI or robots show up most

  • Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes. 2h 2m
  • Explain products or services and prices, and answer questions from customers. 1h 9m
  • Obtain customer information such as name, address, and payment method, and enter orders into computers. 53m

Biggest tasks still done by people

  • Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation. 1h 16m
  • Record names, addresses, purchases, and reactions of prospects contacted. 38m
  • Answer telephone calls from potential customers who have been solicited through advertisements. 38m

Swap in a different job Highlighted numbers are the higher of the two. Hours are estimates from each job's time card.