Jobs And Careers - Training - The New Job Frontiers


A new job frontier is opening up.  A frontier where no man or woman has gone before, as new technologies, scientific breakthroughs, discoveries and innovations in telecommunications propel us into an exciting future of unprecedented opportunities, awesome possibilities and revolutionary changes.

A new work order is emerging on the trail to this frontier that is turning our world up side down.  Jobs are disappearing into oblivion, never to return again and we are being forced to abandon long held beliefs and break the rules of how and where and why we work.

In the process, the foundations of that hierarchical structure we call the organization, is being dismantled and the signs of its demise are registered by increasing downsizing, rightsizing and capsizing.  Over two hundred years of ideas and systems created and developed by The Industrial Revolution, to organize work and production are being swept away by The Information Revolution.


Innovations in information technology and telecommunications are transforming how we organize and execute work.  Not only are they changing the structure of the organization, but the very nature of work itself, as they speed up work processes to become more efficient, more cost effective and customer driven.  Indeed information technology and innovations in telecommunications are creating the new job frontier.


We can already see the signs of these changes as jobs shift from traditional areas like manufacturing and agriculture to the service and telecommunication sectors.  Manual jobs and routine clerical and office functions are being made redundant and replaced by jobs in which people use computerized data and paperless systems to expedite work, communicate and close transactions. Smart machines and computerized databases are reducing the time, cost and number of people required to execute a task and are giving rise to a demand for knowledge workers who can use, analyze and interpret information to provide services, create new businesses and gain competitive advantages. Management guru, Peter Drucker of international renown, points to the fact that more workers are working with data than with things and that information and knowledge are the new source of power and that creativity and innovation are the new source of wealth.


Some of these kinds of jobs that are emerging in the areas of information technology include telemarketing and call centre work.  Advances in computer telephony integration have created the opportunity for businesses to develop call centres, where organizations can provide customers with relevant, timely information and assistance, while equipping their staff with on-line information and tools to be competitive service providers. Clients requiring services can obtain these over the telephone from the comfort of their home or office and are able to access a wide range of information, through the broadening range and scope of technology, products and services.  The demand for call centres and telemarketing services is rapidly growing because of customer expectations for faster and more flexible services.

Telemarketing and Call centres are transforming businesses with a huge range of sales, marketing and customer information services in banking, retail sales of services and products, motor and life insurance, investment products, mortgages, travel, sales, hotel reservations, transportation and distribution etc.

Telemarketing and call centres are operating worldwide.  Recent research indicates that over one percent of the working population in the United Kingdom is employed in call centres and that this figure is set to double over the next five years.  In Canada thousands of jobs are being created in their rapidly growing call centre Industry.  Call centre work is not just for developed countries, however, as telecommunications and information technology facilitate flexible geographic location and provide opportunities for engaging in global business and creating large-scale employment for trained skilled workers.


In a special report on doing business in The Internet Age and Information Economy, Business Week Magazine described what is called the “Click Here Economy” and its vast range of on-line opportunities to sell products, streamline operations and automate customer service.  The report also examined the development of business to business e-commerce and the soar in on-line sales with predictions that revenues would be increased from millions to billions of dollars by year 2001, in a range of industries, including financial services, entertainment, travel, books and music, apparel and footwear, PC hardware and software etc.

What all this points to is the impact of information technology in transforming how business and work will be conducted and what kind of skills and changes in organizational structure, systems and culture will be required to maintain competitiveness and create employment in a new global economy.

The Information Economy is creating knowledge jobs, which demand skills in on-line customer service, telemarketing and telecommunications, as organizations recognize their customers increasing awareness of quality, speed, efficiency and cost effectiveness in transacting business.  This in turn is eliminating cumbersome, bureaucratic structures and systems in which customers are shuffled from one department to another or in which paper transactions slow down the process of providing competitive service.  Instead more dynamic on-line services are being created in which customers are dealt with directly, and problem solving, decision making, sales and marketing are handled over the telephone and expedited with the support and use of computerized databases.

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January 2021
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