Call Centre North America July 2026
~315k
Questions answered
over 12 months- /
~150
Organizations
These insights represent ~315k questions answered from ~150 organizations, collected between July 2025 and June 2026.
To ensure accuracy and stability of Emerging benchmarks we may use statistical sampling methods. Read more about the methodology.
Data provided by Culture Amp
Most represented industries in this benchmark
Computer Software, Financial Services, Hospital & Health Care, Banking, Insurance, Information Technology & Services, Internet, Marketing & Advertising, Telecommunications, Apparel & Fashion
Reported gender breakdown
Female
68%
Male
31%
Non-Binary
0.26%
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.
73% of Call Centre North America employees are engaged
This is in the top 44% compared with the overall average.
The median eNPS score for organizations in this benchmark is 20 and is in the top 33% compared with the overall average.
How does Call Centre North America compare?
People in Call Centre North America were much more positive than average regarding Social Connection, Overall Industries (Global) Wellbeing, and Growth.
On the lower side, people in Call Centre North America had much lower favorable scores than average in Equity and Workplace Engagement.
People working in Call Centre North America are more engaged than Management Consulting United Kingdom, Management Consulting Europe, Information Technology & Services Germany, and Consulting & Staffing United Kingdom. People working in Call Centre North America are less engaged than India > 5000, Financial Services East Asia, Latin America, and Hospitality Asia.
The highest scoring question for Call Centre North America had 92% of people agreeing that they understand how their work contributes to %[Company]%'s mission (-1% compared to overall) while they were generally most positive about Contribution to Broader Purpose.
People in Call Centre North America 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 21% of people disagreeing (+3% above average).
How long do people stay?
In the short term, 17% of people in this benchmark are thinking of or actually seeking jobs elsewhere (-2% compared to overall) while on a longer time frame, 6% of people see themselves leaving within two years (-4% 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
7%
6 months to less than 1 year
10%
1 to less than 2 years
14%
2 to less than 4 years
23%
4 to less than 6 years
15%
6 to less than 10 years
13%
Greater than 10 years
14%