AI anxiety risks talent drain in contact centres – but it doesn’t have to: New research reveals training gaps, poor communication, and unclear career paths are driving agents to look for new jobs – and threatening the success of digital transformation .
• 26% of contact centre agents say they’re considering leaving their jobs due to AI-related concerns
• Poor training (31%), career stagnation (30%) and lack of communication from leadership teams (29%) are pushing them to look for new roles
• And an additional 30%, while not looking to leave, are concerned about how AI is being implemented in their organisation.
• The research sampled 1,000 agents working in contact centres across the UK
The integration of AI into customer experience operations is causing anxiety among employees and pushing them to leave their roles, according to new research from ArvatoConnect.
The findings, published in Turning Attrition to Retention: Making AI a Positive Force for Culture Change in Contact Centres, show that more than one in four (26%) are considering quitting due to concerns that go beyond job automation, and instead speak to deeper issues around communication, transparency and support.
The research, which sampled 1,000 contact centre agents working in the UK, revealed that despite 94% already using AI on a daily basis for tasks such as drafting customer emails, searching knowledge bases, or receiving real-time prompts, many feel unsupported and unclear on how the technology fits into their future at work.
Those who are considering quitting their jobs say that clearer career progression (30%), better training and support (30%) and more transparent communication (29%) are factors that would convince them to stay, according to the research.
The research showed that 30% of the respondents, while not looking to leave, are concerned about how AI is being implemented in their organisation.
Nearly four in ten (38%) also said they would feel more at ease with better hands-on training, while a similar proportion (37%) said clearer communication from leaders around the purpose of AI would help. Team-wide discussions, transparency, and continued investment in people were also flagged as essential to implementing AI successfully.
Debra Maxwell, CEO of ArvatoConnect, commented:
“Our research reveals the emotional toll AI rollouts are having on the very people they’re meant to support. But this isn’t about stopping innovation, it’s a call to lead with empathy. When agents understand how AI can empower them, not replace them, that’s when the real benefits emerge, from better retention to higher-quality service.
“At ArvatoConnect, we’ve seen the impact of getting this right. By prioritising cultural alignment alongside technical change, and through initiatives like our dedicated AI Council, we’ve championed transparency, clear communication and collaborative innovation that builds trust, strengthens morale, and ensures safe and ethical use of the technology.”
Encouragingly, the research does show that AI, when implemented with transparency and care, can deliver meaningful upside. A majority of respondents (58%) believe AI is enhancing the customer experience by improving workflows and reducing wait times and a similar proportion (56%) say they feel the balance between human and AI involvement feels right.
Crucially, 52% of agents feel that complex, high-value queries should remain human-led – sentiment that reflects an understanding that while automation can support efficiency, the human touch remains critical where empathy and problem-solving are required.
Debra continues: “The organisations that thrive will be those that build confidence, not just capability.
“AI should be a co-pilot, not a replacement. Leaders have a real opportunity to turn uncertainty into empowerment, but only if they put people at the centre of transformation. From onboarding to communication, the way you implement AI will shape how your teams feel, perform and grow.
“This report offers CX leaders six practical steps to help them do exactly that, focusing on trust over tools, and embedding support and structure at every stage. By aligning AI strategy with employee experience and cultural shift, organisations can unlock stronger engagement, higher retention, and a more future-ready workforce.”
You can download the full report, ‘Turning Attrition to Retention: Making AI a Positive Force for Culture Change in Contact Centres’ by Clicking Here
ArvatoConnect partners with global brands and organisations to reshape and reinvent how they connect with those that matter most, developing and delivering technology-led solutions to help clients create better experiences and confidently embrace the future.
The company is a trusted customer experience and business optimisation partner to premium automotive groups, major global high street retailers, technology companies, charities, local authorities and central government departments, including Crown Commercial Services, VIVOBAREFOOT, Fremantle and the Department of Education.
A division of Bertelsmann, ArvatoConnect employs approximately 800 people in the UK and is headquartered in Datchet, with other offices in Swansea, Newcastle and Willerby.
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