A new industry report reveals that 40 per cent of call centre staff expect to leave their job due to wellbeing concerns, despite high levels of engagement, with 54% saying they care about the company they work for, and 70% engaged in the work they do.
This disconnect, according to Analytics 365, which commissioned the research, The Call Centre Engagement Report 2025, is because, while workers are engaged, there’s an expectation that the nature of the work will “eventually take its toll for many”.
Worklife imbalance
Lack of worklife balance in the industry is cited as the biggest factor, with just over a third of survey respondents identifying it as a barrier, rising to two thirds of workers aged 16-24 years old. Around a third (30%) also said that improved internal communications would help the situation too.
The risk of quitting due to wellbeing is most acute among more senior staff with 52% of middle managers expecting to quit, compared to less than 10% of entry level workers. Similarly, half of middle managers expect to quit because of low engagement, versus just 30% of entry level and intermediate workers.
Doesn’t need to be inevitable
A range of factors are driving engagement to fall among those in more senior positions, with pay the most common among middle management, while lack of support is cited most among senior managers and C-level executives. Meanwhile, technology issues are the biggest challenge among business owners and C-level executives.
However, as the report says, quitting doesn’t need to be an inevitability because more can be done to keep workers healthy and engaged in their roles.
Commissioned by Analytics 365, The Call Centre Engagement Report 2025 surveyed 500 call centre workers across all levels, including a variety of positions from entry level to senior, across multiple sectors and warehouses of different sizes.
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