As we journey into the future, technology continues to evolve and shape the operations of businesses across the globe. With this in mind, automation technology is predicted to replace as many as 24.7 million jobs in the U.S by 2027, according to a recent report by Forrester.
This raises the compelling notion of a revolutionized workforce, where robots perform more job duties, and employees collaborate harmoniously with intelligent machines. The expected result? A more flexible and efficient business operations model. The telecommunication industry forms no exception to this wave of transformation. Here’s how.
Transforming the Telecom Industry: The Upsides of Automation
The term “workforce automation” often triggers fears of job displacement. However, this assumption is largely skewed. Consultancy firm McKinsey and Company presents an alternative future reality – humans and robots working side by side.
Just like present-day bank tellers guiding clients to ATMs for withdrawals, future workers will perform their roles alongside automated systems. Around 45% of everyday job activities can be automated, ranging from data entry to solving IT problems. This prediction does not stem from abstract theories; real-life examples like Narrative Science’s automated report-writing system and Amazon’s Kiva robots underscore this potential reality.
Switching to automated task management allows companies to refocus from routine tasks to customer service and sales. This report reveals that employers can save up to 3 hours each day through automation, potentially increasing work efficiency by reducing manual errors and expediting task completion. The telecommunications sector stands to benefit significantly from this extra time by using it to enhance the customer experience. A key testament to this is the experience of a Europe-based telecom provider which has bolstered its customer service offerings thanks to automation tools.
Managing an Automated Workforce
Keith Fenner, Vice President of Sage Enterprise Africa and Middle East, predicts that many companies’ future workforce will comprise full-time employees, contractors, freelancers, and AI systems. The need to keep pace with evolving technologies has led telecom companies to increasingly rely on outside experts for planning, troubleshooting, and business insights.
Efficiency in managing such a diverse workforce is imperative. Some companies, such as a renowned global telecom manufacturer, leverage automated gig economy-style employment to engage freelance workers worldwide. As a result, they manage their workforce effectively, implementing regional deployment strategies and saving considerable time and resources.
Looking into the Automation Crystal Ball
After studying numerous reports, the core proposition of automation becomes clear: it can heighten company productivity, minimize manual and repetitive labor, and preclude employee burnout. To reap these benefits, telecom companies must consider workforce retraining focused on design, creativity, and entrepreneurship – areas that still give humans an edge over machines, and engaging third-party companies to fulfil freelancing needs could also be advantageous.
Moreover, as awareness about the benefits of workforce automation increases, public outlook towards the technology is becoming more positive. A recent survey has revealed that nearly half of Britain’s office workers support using AI technologies within their daily tasks. A similar trend is observed in Japan, where companies are keen to harness automation technologies for innovation and product development.
Kazuo Okamoto, chief executive of Mitsubishi Heavy Industries Europe, highlights the need for automation technologies to be developed responsibly. To maximize their societal benefit, these technologies must be used to benefit every member of the workforce.
Workforce automation platforms like Field Engineer can streamline the freelance hiring process, saving time and resources for businesses. By creating direct engagement between engineers and businesses, they help companies focus on delivering high-quality services. Explore their services today.
Author info: Ramya Sri Alluri is a staff author at Fieldengineer.com, an On-Demand Marketplace for Telecom Freelance Engineers.
This article was updated in 2025 to reflect modern realities.
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