Call Centre United Kingdom January 2026
~60k
Questions answered
over 12 months- /
~45
Organizations
These insights represent ~60k questions answered from ~45 organizations, collected between January 2025 and December 2025.
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
Leisure, Travel & Tourism, Insurance, Internet, Retail, Nonprofit Organization Management, Information Technology & Services, Financial Services, Accounting, Government Administration, Staffing & Recruiting
Reported gender breakdown
Female
58%
Male
42%
Non-Binary
0.01%
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.
61% of Call Centre United Kingdom employees are engaged
This is in the bottom 27% compared with the overall average.
The median eNPS score for organizations in this benchmark is -6 and is in the bottom 3% compared with the overall average.
How does Call Centre United Kingdom compare?
On the lower side, people in Call Centre United Kingdom had much lower favorable scores than average in Action, Collaboration & Communication, and Feedback & Recognition.
People working in Call Centre United Kingdom are more engaged than Manufacturing Japan, Nonprofit Organization Management United Kingdom, Creative & Media Central Europe, and Computer Software Netherlands. People working in Call Centre United Kingdom are less engaged than Media & Marketing (200-500), Internet (500-1000), Government, and New Tech Western Europe.
The highest scoring question for Call Centre United Kingdom had 87% of people agreeing that they know what they need to do to be successful in their role (+0% compared to overall) while they were generally most positive about Management.
People in Call Centre United Kingdom were generally least favourable about Action, and were most negative towards 'My manager, or someone else, has communicated some clear actions based on recent employee survey results' with 18% of people disagreeing (+4% above average).
How long do people stay?
In the short term, 26% of people in this benchmark are thinking of or actually seeking jobs elsewhere (+6% compared to overall) while on a longer time frame, 13% of people see themselves leaving within two years (+3% 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
0.46%
3 months to 6 months
0.93%
6 months to less than 1 year
6%
1 to less than 2 years
12%
2 to less than 4 years
30%
4 to less than 6 years
12%
6 to less than 10 years
19%
Greater than 10 years
20%