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ISCO 4222 · O*NET 43-4051.00 · codes unverified

Customer service representative

The lowest score on the site. It is also one of the largest employers on it, which is the whole problem in one line.

12
Resilience Rebuilding

Most of what this job was is being rebuilt. What replaces it is a different job with the same name.

0 rebuilding 100 anchored

Scale, labels and thresholds are provisional. This is open question Q-02.

20 of 20 in the launch set

How the score is made

Four declared inputs, never collapsed into one number. Assistance is kept apart from outright automation, because a tool that makes you faster and a tool that replaces you are not the same event. Physical work counts as shelter only to the extent robotics cannot reach it.

The full method is written out, including what it cannot tell you.

Note on this occupation A low score here does not mean the work disappears; it means almost every routine task in it moves and what remains is harder. Scale matters: this is one of the most-held occupations in most countries in the register.

Assisted
62

Higher is generally good news. It means more of the work gets faster without the work going away.

Done outright
84

This is the number most people mean when they say exposure. It is kept separate from assistance on purpose.

Physical
10

Protective only for as long as robotics cannot reach it. Read this one next to the robotics number, never alone.

Robotics reach
45

Low reach turns physical work into shelter. High reach turns it into the main exposure.

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What changes

Tasks moving to machines, in whole or in part.

  • Answering questions that have a documented answer.
  • Logging, categorising and routing contacts.
  • First-line triage of complaints and account changes.

What stays human

Tasks that need a person, and why.

  • The call where somebody is distressed and the policy does not fit.
  • Recognising vulnerability, and the duty that comes with it.
  • Taking responsibility on behalf of an organisation that made a mistake.

What's new

Work that did not exist in this job ten years ago.

  • Handling only the contacts that were escalated, all day, with no easy ones in between.
  • Supervising and correcting automated responses at volume.
  • Complaint handling that regulation increasingly requires a person for.

These three lists are editorial commentary, written against task-level data but not generated from it (OCC-05). Treat them as the author's reading, not as output.

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