Thursday, September 18 2025

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Call workers: 40 per cent expect to quit due to wellbeing

An industry report by Analytics 365 has found 54 per cent of workers in call centres care about the company they work for however, despite that, 40 per cent believe that they will quit their role as a result of their wellbeing, or as a result of being unengaged with their company, suggesting that more can be done to keep workers engaged in their roles.

The Call Centre Engagement Report found that workers in more senior roles are most likely to quit their role as a result of being unengaged or due to their wellbeing, with 52 per cent of middle managers expecting to because of the latter, compared to less than 10 per cent of entry level workers. That’s similar to engagement, with half of middle managers expecting to quit, compared to just 30 per cent of entry level and intermediate workers.

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 prominent among senior managers and C-level executives. Meanwhile, technology issues are the biggest challenge among business owners and C-level executives, something that could be addressed.

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Ian Bevington, Product Marketing Manager at Tollring, Analytics 365’s parent company said: “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.

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

Worklife balance is the biggest factor affecting engagement in call centres across all levels, with just over a third citing it, rising to two thirds of workers aged 16-24.

Elsewhere, bonuses and rewards, regular catch-ups with managers and access to training are all improving the engagement of over a quarter of workers, while throughout the study communication among all levels has proven key to driving engagement, with almost 30 per cent of workers stating that improved internal communication would improve their engagement.

Integrating such requests could well be key to improving the engagement of workers in the space further, particularly given that despite 70 per cent of workers being engaged, only half care about the company they work for, while 40 per cent do expect to quit their role because of being unengaged with their company.

View the full study at: https://www.analytics-365.com/blog/the-call-center-engagement-report-2025/

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Newsdesk
Newsdesk
The Global Recruiter Newsdesk bringing you balanced journalism, accuracy, news and features for all involved in the business of recruitment from around the world

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