No Result
View All Result
Benefits Expert
  • About
  • Advertise
  • Alerts
  • Events
  • Contact
  • NEWS
  • IN DEPTH
  • PROFILE
  • PENSIONS
  • GLOBAL REWARDS
  • FINANCIAL BENEFITS
  • HEALTH & WELLBEING
  • DIVERSITY & INCLUSION
  • PODCAST
No Result
View All Result
Benefits Expert
  • NEWS
  • IN DEPTH
  • PROFILE
  • PENSIONS
  • GLOBAL REWARDS
  • FINANCIAL BENEFITS
  • HEALTH & WELLBEING
  • DIVERSITY & INCLUSION
  • PODCAST

Call centre staff broadly engaged but still plan to quit to protect wellbeing

by Benefits Expert
29/07/2025
Call centre workers, phones, customer services, employment, office
Share on LinkedInShare on Twitter

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.

RELATED POSTS

Financial health, wealth, wellbeing, education, money coaching, financial champions

Money talks: how financial wellbeing has become an employer imperative

Field worker, mobile work, work travel, engineer.pn

Poorly managed work travel fuels field-worker resignations

“By providing tools to empower front line staff, stress can be reduced, engagement levels raised and most importantly, customer experience improved across the board.”

Next Post
Financial health, wealth, wellbeing, education, money coaching, financial champions

Money talks: how financial wellbeing has become an employer imperative

SUMMIT

BENEFITS UNBOXED PODCAST

Benefits Unboxed
Benefits Unboxed

The podcast from Benefits Expert, the title for HR, reward and benefits professionals.

Seasoned professionals examine the challenges and innovations in today’s employee benefits, reward and HR sector. Every episode, they will unbox a key issue and unpack what it really means for employers and how they can tackle it.

The regulars are Claire Churchard, editor of Benefits Expert; Carole Goldsmith, HR director at the Royal Horticultural Society, and Steve Herbert, consultant and rewards & benefits veteran.

Benefits Unboxed – Wellbeing: HR is supporting everyone, but who’s supporting HR?
byBenefits Expert from Definite Article Media

As the professionals responsible for helping their organisations navigate NI hikes, rising employee stress levels and looming redundancies, the pressure on HR, reward and benefits teams has never been greater. 

HR is expected to lead with strength and compassion. But who is supporting the supporters?

In this episode of Benefits Unboxed, co-hosts Claire Churchard, Carole Goldsmith and Steve Herbert explore the emotional and ethical pressures HR face today, from managing redundancies to implementing complex legislation. They discuss why HR’s own wellbeing may not be the first topic of conversation, the risks that poses to employers, and the practical steps businesses can take to better support the wellbeing of the people who support everyone else.

This conversation shines a light on the resilience of the profession and why looking after HR is not just the right thing to do, but a business imperative.

Benefits Unboxed – Wellbeing: HR is supporting everyone, but who’s supporting HR?
Benefits Unboxed – Wellbeing: HR is supporting everyone, but who’s supporting HR?
22/05/2025
Benefits Expert from Definite Article Media
Search Results placeholder

GUIDE TO WORKPLACE PENSIONS



REQUEST A FREE COPY

OPINION

Duncan Brown, principal associate, Institute for Employment Studies, pay. reward, work

How much are employment and human rights really worth?

Steve Herbert, consultant, ambassador, reward, benefits, HR strategy

Return to office considerations: the pinch points for HR

Liisa Antola, DEI, The ABI

Transparency builds trust and pay gap reporting will be key

Charlotte O’Brien, head of employee benefits, MetLife UK, group risk, health, wellbeing, mental health, financial wellbeing

Addressing bereavement in the workplace: why employer support matters

SUBSCRIBE

Benefits Expert

© 2024 Definite Article Limited. Design by 71 Media Limited.

  • About
  • Advertise
  • Privacy Policy
  • Terms & Conditions
  • Contact

Follow Benefits Expert

No Result
View All Result
  • News
  • In depth
  • Profile
  • Pensions
  • Global rewards
  • Financial benefits
  • Health & wellbeing
  • Diversity & Inclusion