New research has revealed high levels of agent satisfaction and work-life balance among contact centre employees, alongside clear opportunities to improve in areas such as career progression.
The joint Calabrio and Get out of Wrap 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 approvedand 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 remainedunchanged 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.
“The perception of contact centre work has evolved significantly,” said Ed Creasey, Vice President of Solution Engineering at Calabrio. “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.”
“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,” said Martin Teasdale, Owner of Get out of Wrap. “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 a copy of the research report, click here.
