More than half of call centre workers say they care about their company and are engaged in their roles, yet rising levels of stress are prompting many to consider quitting, according to an industry report.
The Call Centre Engagement Report 2025, published by workplace analytics provider Analytics 365, found that while 70 percent of call centre staff said they are engaged in their work, with 54 percent saying they care about the firm, two fifths (40 percent) still expect to leave due to wellbeing concerns.
The report, based on a survey of 500 employees across the sector, suggests a growing disconnect between engagement and retention in the sector. Workers in more senior roles are the most likely to walk away because they feel less engaged or are worried about their wellbeing. More than half (52 percent) of middle managers said they expect to quit their job due to wellbeing, compared with fewer than 10 percent of entry-level staff. Similarly, half of middle managers anticipate leaving due to a lack of engagement, versus 30 percent of junior employees.
Pay was identified as a key source of dissatisfaction among middle managers, while senior managers and c-suite executives cited lack of support as their main challenge.
Work-life balance emerged as the most significant factor affecting engagement across all job levels, with more than a third citing it as a concern. Among workers aged 16 to 24, that figure rose to two-thirds.
Bonuses, training, and regular one-to-one catch-ups with managers were credited with boosting engagement for more than a quarter of respondents. Nearly 30 percent said that better internal communication would improve their engagement at work.
Despite relatively strong engagement figures, the report suggests that deeper cultural and operational reforms may be needed to stem an anticipated wave of resignations.
For business owners and senior leaders, technology is a big cause of greatest frustration.
“Call analytics and recording have become essential business tools for customer-facing teams of all sizes, helping organisations to understand their customers, drive productivity and manage service levels,” said Ian Bevington, product marketing manager at Tollring, parent company of Analytics 365.
“By providing tools to empower front line staff, stress can be reduced, engagement levels raised and most importantly, customer experience improved across the board.”
