The Call Centre Engagement Report: Call centre workers ARE engaged with the work they do, but challenges still remain
- 70% of call centre workers are engaged with the work they do, particularly when it comes to colleagues and customers
- However, 97% of employees in the sector still identify factors that lower engagement levels
- Work-life balance, pay and challenging customers among the key challenges workers face
- Flexible working and technology leading the drive to improving industry engagement
Almost 70% of call centre workers are engaged with the work they do according to a new industry report by Analytics 365, a leading workplace analytics suite for Microsoft Teams.
The Call Centre Engagement Report found that typically workers are most engaged with the communication elements of their role, with just over 70% of workers highlighting customers and colleagues as the elements of their role they engage with most. However, that figure drops to under 60% when it comes to engaging with senior members of staff.
Entry level workers are most likely to be engaged with their colleagues, with 90% enjoying the time they spend with their peers.
However, only 3% of workers in call centres believed there wasn’t something that challenged their engagement levels, suggesting there’s still room for improvement to develop a fully engaged industry.
Work-life balance is the biggest factor affecting engagement in call centres, with just over a third citing it, rising to two thirds of workers aged 16-24. Naturally, pay is also detrimental to engagement, affecting 32% of workers, rising to around 45% for workers aged 45 to 54.
Lack of support is a common problem among C-level executives, while challenging customers are the biggest problem for entry level workers. Interestingly, the biggest concern for call centre business owners is technology, something which is already proving to be part of the solution.
Flexible and remote working are the most effective measures in improving engagement in call centres, with the ability to take calls remotely improving engagement among 35% of workers, while typically the purpose of technology in improving the engagement of the workers who need it most. 50% of business owners, for example, are more engaged due to the ability to take calls remotely, while call analytics has improved the engagement of over 40% of C-level execs, senior manager and middle managers. Omni-channel integration has also been a major player in driving engagement among C-level executives.
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.”
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% 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% of workers being engaged, only half care about the company they work for, while 40% do expect to quit their role because of being unengaged with their company.
You can view the full study at: https://www.analytics-365.com/blog/the-call–center-engagement-report-2025/