A new survey by Calabrio and the Get Out of Wrap podcast shows that 70% of contact centre agents would recommend their roles to others, and 66% are generally satisfied with their jobs. However, 62% still lack a clear career progression plan, with 43% unaware of available pathways.
“Once regarded as a low-skill, high turnover job with limited career prospects, today’s contact centre agents work across highly professional roles with real opportunities for growth and development. However, there are still significant challenges for employers to address if they are to maximise employee satisfaction and retention. In particular, career progression initiatives must be implemented if organisations are to improve retention,” commented Ed Creasey, Vice President of Solution Engineering at Calabrio.
The study highlights a shift in perceptions of contact centre work, with nearly two-thirds (64%) expressing pride in their roles. Moreover, 67% of agents feel their work-life balance is valued by management, and 72% report that paid time off (PTO) requests are typically approved. Still, there are gaps in providing clear career development opportunities, with 43% unaware of available pathways and 36% unsure about their future in the industry.
In addition, technology plays a crucial role in workforce satisfaction. Advanced scheduling and AI-powered analytics are helping agents feel better equipped to handle unexpected demand, with 60% acknowledging improved preparedness. Yet, 56% of respondents stated that current AI tools do not assist them in everyday tasks, highlighting the need for more practical solutions.
According to the study, nearly half (46%) of agents lack influence over their schedules, and 38% reported the absence of planned social activities at work. With 31% noting an increase in job complexity, the findings suggest that proactive measures, such as training, supportive AI implementation, and career development initiatives, are essential to retaining top talent and enhancing job satisfaction.