Call Centre January 2026
~765k
Questions answered
over 12 months- /
~450
Organizations
These insights represent ~765k questions answered from ~450 organizations, collected between January 2025 and December 2025.
The data meet our criteria as being robust and reliable; unlikely to substantially change over time; and representative of the wider industry. Read more about the methodology.
Data provided by Culture Amp
Most represented industries in this benchmark
Computer Software, Financial Services, Hospital & Health Care, Banking, Internet, Information Technology & Services, Insurance, Telecommunications, Nonprofit Organization Management, Retail
Reported gender breakdown
Female
63%
Male
37%
Non-Binary
0.24%
Are employees committed to their organizations?
Engaged people are emotionally committed to their organization. These people stay at their organizations longer and are more productive and effective. Successful organizations have more engaged employees.
70% of Call Centre employees are engaged
This is in the top 40% compared with the overall average.
The median eNPS score for organizations in this benchmark is 25 and is the highest scoring group compared with the overall average.
How does Call Centre compare?
People in Call Centre were much more positive than average regarding Decision Making, Feedback & Recognition, and Service & Quality Focus.
On the lower side, people in Call Centre had much lower favorable scores than average in Equity, Innovation, and Goal Alignment.
People working in Call Centre are as engaged as the overall average.
The highest scoring question for Call Centre had 100% of people agreeing that they are able to arrange time out from work when they need to (+13% compared to overall) while they were generally most positive about Contribution to Broader Purpose.
People in Call Centre were generally least favourable about Equity, and were most negative towards 'I believe that my total compensation is fair, relative to similar roles at %[Company]%' with 26% of people disagreeing (+6% above average).
How long do people stay?
In the short term, 22% of people in this benchmark are thinking of or actually seeking jobs elsewhere (+2% compared to overall) while on a longer time frame, 10% of people see themselves leaving within two years (+0% compared to overall).
Understanding Tenure distributions
Tenure describes how long an employee has worked for their company: we know through our research that newly hired employees tend to be more positive than their tenured counterparts. Positivity declines sharply before bottoming out between two to six years, then rises slightly for those that remain.
The tenure composition of a benchmark can influence overall scores.
Tenure distributions
Less than 3 months
3%
3 months to 6 months
4%
6 months to less than 1 year
10%
1 to less than 2 years
16%
2 to less than 4 years
26%
4 to less than 6 years
12%
6 to less than 10 years
14%
Greater than 10 years
15%