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Clerical support workers · code 4222

Contact centre information clerks

Contact centre information clerks provide advice and information to clients, respond to queries regarding a company’s or an organization’s goods, services or policies, and process financial transactions using the telephone or electronic communications media such as email. They are located in premises that may be remote from clients or other operations of the organizations or companies about whom information is provided. Tasks include - (a) dealing with incoming calls and messages from clients, whether to answer queries, handle calls for service or sort out complaints; (b) identifying requirements and entering events into a computer system; (c) dispatching tasks to other units, when relevant; (d) invoicing or handling payments, where necessary; (e) sending letters, information sheets and other documents to clients; (f) advising clients of additional products or services. Example of the occupations classified here: - Customer contact centre information clerk Some related occupations classified elsewhere: - Telephone operator - 4223 - Market research interviewer - 4227 - Call centre salesperson - 5244 - Customer contact centre salesperson - 5244 - Telemarketing salesperson - 5244 Note Only workers who respond to requests for information and/or handle straightforward transactions are classified in Unit Group 4222: Contact Centre Information Clerks. Those who provide specialized services, such as travel consultants, are classified in the relevant specialized group whether or not they are located in customer contact centres.

Most of the tasks are affected. It ranks 411 of 427 for holding up against AI.

Also known as

  • customer contact centre information clerk

Job titles from the EU's ESCO list. Search for any of them on the jobs page and you'll end up here.

41.9
Holds up
against AI Exposed: Gradient 3

AI could take on 58.1 of 100, on average
so it holds up at 100 − 58.1 = 41.9

That's the whole sum, and you can check it against the ILO's study.

28.8
How hands-on
out of 100

From O*NET, averaged across 2 US jobs

17.6
How fiddly
and cramped

finger skill 29.5 · hand skill 21.4 · cramped spaces 2 · averaged

Kind of hands-on work · hands-on under 50 Less than half hands-on

Less than half of this job is hands-on. Robots still matter, but for a smaller part of the work, so we don't sort it any further.

estimated O*NET 31.0 BLS occupational crosswalk chain ISCO-08 to 2010 SOC (Aug 2012, rev. Jun 2015); 2010 to 2018 SOC (Nov 2017); O*NET-SOC 2019 taxonomy data 0.7-work-setting measures chosen by Frey & Osborne (2017) · the grouping is a sorting, not a measurement

What this number leaves out This job rates 28.8 out of 100 for how hands-on it is. The score above only looks at AI tools, not robots, but for work this far from the physical that matters less.

The tasks behind the score

The score is the average of these. A job is really a bundle of tasks, and an average can hide how uneven that bundle is.

The task AI could do most of scores 65.5, while the average is 58.1. A big gap means some of this job is wide open to AI and some of it barely at all. That's quite different from a job where everything sits somewhere in the middle, even when the averages match.

  1. 65.5

    Sending letters, information sheets and other documents to clients

    Medium
  2. 62.5

    Identifying requirements and entering events into a computer system

    Medium
  3. 61

    Invoicing or handling payments, where necessary

    Medium
  4. 56

    Dealing with incoming calls and messages from clients, whether to answer queries, handle calls for service or sort out complaints

    Medium
  5. 52

    Dispatching tasks to other units, when relevant

    Medium
  6. 51.5

    Advising clients of additional products or services.

    Medium

6 tasks · the High to Very Low labels are the ILO's

from the source Working Paper 140, Generative AI and Jobs 2025 index data 0.7-work-setting

Helped, or replaced?

The score above can't tell a tool that makes you faster from one that does the task instead of you. Jobs and Skills Australia looked at those two things separately, and this is their result, matched to this job.

One Australian job matches this one closely, so this is about as reliable as it gets here.

AI helps you
73
AI does it for you
75

Taking over wins by 2 points, which is rare.

estimated Our Gen AI Transition (Gen AI Capacity Study) September 2025 detailed data release data 0.7-work-setting matched to Australian jobs 5411

Compared with similar jobs

There are 29 jobs in the “Clerical support workers” group, averaging 46.7. This one is below that.

A closer look

There's a written profile for this job, with notes on what changes and what stays human.