An Enhanced Reputation of the Contact Centre Industry: 70% of Agents Would Recommend Their Job to Others
Significant career barriers still remain including progression plan and career pathway opportunities, according to new research from Calabrio & Get out of Wrap
Calabrio, the workforce performance company, today released the findings of a major contact centre industry study with Get out of Wrap, the UK’s first contact centre podcast. The new research revealed high levels of agent satisfaction and work-life balance alongside clear opportunities in areas such as career progression.
The study surveyed 520 contact centre agents and showed the perception of industry roles has significantly evolved. In addition to the 70% who would recommend their jobs to others, nearly two-thirds (64%) said they are proud to work in a contact centre, 66% report being generally satisfied with their roles, and 67% feel management values their work-life balance.
In contrast, career progression remains a significant challenge. While 47% of agents see a long-term future in the industry, 62% lack a clear career progression plan, and 43% are unaware of the pathways available. Although 44% of agents express a desire to grow within the sector, a significant portion (36%) remain uncertain about their future, underlining the need for better career development pathways.
The survey also illustrates the important role technology plays in employee satisfaction, as workforce management software and AI-powered analytics transform how contact centres predict demand and create schedules. For example, 72% of agents report that their paid time off (PTO) requests are usually approved and nearly two-thirds (60%) feel well-prepared for unexpected demand, thanks to improved staffing measures. However, over half (56%) of agents say they don’t find AI helpful in their daily tasks, underlining the need to invest in technologies that help agents do what they do best.
On the evolution of contact centre roles, the study presents a mixed picture. While 31% of agents report that their responsibilities have become more challenging, nearly half (46%) say their roles have remained unchanged in the past 12 months. The findings suggest that companies that fail to recognise the value of their agents may face higher turnover rates, making role clarity and proactive support critical to retention.
Ed Creasey, Vice President of Solution Engineering at Calabrio, commented,
“The perception of contact centre work has evolved significantly,”
“Once regarded as a low-skill, high turnover job with limited career prospects, today’s contact centre agents work across highly professional roles with real opportunities for growth and development. However, there are still significant challenges for employers to address if they are to maximise employee satisfaction and retention. In particular, career progression initiatives must be implemented if organisations are to improve retention.”
Martin Teasdale, Owner of Get out of Wrap, said,
“I started my career in the contact centre world over 25 years ago as an agent in a small contact centre in London. I cannot remember being asked my thoughts on my work and my thoughts on the industry,” “My years as an agent and then Team Leader will never leave me and I have a great affinity for all those in these roles today.
“To work with Calabrio on this research has been fascinating and our findings tell us so much about how our customer facing colleagues feel about so many key areas. It is now our responsibility to act on these findings and ensure the talent we have right now in the industry stays and progresses into leadership positions. One ex-agent is very proud of these findings,” adds Teasdale.
The study also explores steps organisations can take to further improve employee satisfaction and contact centre performance based on other key research findings, including:
√ 46% of agents report having no influence over their schedules, with the potential for disengagement and burnout.
√ 38% of agents say they never have planned social activities at work.
√ 50% of agents report that customer patience has remained the same over the past 12 months.
Examples explored in the report of how organisations can improve employee satisfaction and contact centre performance include the wider use of analytics, the implementation of supportive and responsible AI initiatives, and the vital role played by flexible scheduling. In addition, prioritising training, virtual visibility, effective performance monitoring and career progression plans can each be addressed via the implementation of effective workforce performance technologies.
To download the full Calabrio report Click Here
For over 35 years, Business Systems has been a trusted leader in the digital transformation and regulatory compliance landscape. Its dedicated team of experts assist clients to craft customised, innovative solutions to drive growth and elevate Compliance and CX. Whether transitioning to a cloud-based recording solution or contact centre platform, leveraging data estates to boost revenue, or increasing value proposition through the company’s partner program, Business Systems is committed to guiding clients and partners through every step of their journey. Aligning strategies with evolving market trends and business goals.
For additional information on Business Systems view their Company Profile
Methodology: Research was carried out among 520 contact centre agents from organisations across Europe in October 2024.
