Call Centre North America July 2025
Emerging
Benchmark status
We consider this an emerging benchmark: it has enough data available for us to use bootstrapping to create a representative sample. As the sample grows in size, some scores may slightly change. Our research has shown that our bootstrapped scores are consistent with our standard benchmarks. Read more about the methodology.
Data provided by Culture Amp
Most represented industries in this benchmark
Computer Software, Financial Services, Hospital & Health Care, Telecommunications, Banking, Internet, Information Technology & Services, Insurance, Retail, Apparel & Fashion
Reported gender breakdown
Female
66%
Male
33%
Non-Binary
0.27%
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.
74% of Call Centre North America 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 North America compare?
People in Call Centre North America were much more positive than average regarding Feedback & Recognition, Company Performance, and Service & Quality Focus.
On the lower side, people in Call Centre North America had much lower favorable scores than average in Equity and Contribution To Broader Purpose.
People working in Call Centre North America are as engaged as the overall average.
The highest scoring question for Call Centre North America had 91% of people agreeing that their manager genuinely cares about their wellbeing (+4% compared to overall) while they were generally most positive about Management.
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 29% of people disagreeing (+10% above average).
How long do people stay?
In the short term, 16% of people in this benchmark are thinking of or actually seeking jobs elsewhere (-4% 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
2%
3 months to 6 months
4%
6 months to less than 1 year
8%
1 to less than 2 years
13%
2 to less than 4 years
29%
4 to less than 6 years
15%
6 to less than 10 years
14%
Greater than 10 years
16%