Call Centre United States January 2026
~235k
Questions answered
over 12 months- /
~150
Organizations
These insights represent ~235k questions answered from ~150 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
Computer Software, Financial Services, Hospital & Health Care, Banking, Internet, Telecommunications, Insurance, Information Technology & Services, Retail, Apparel & Fashion
Reported gender breakdown
Female
66%
Male
33%
Non-Binary
0.23%
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 United States 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 United States compare?
People in Call Centre United States were much more positive than average regarding Feedback & Recognition, Company Performance, and Service & Quality Focus.
On the lower side, people in Call Centre United States had much lower favorable scores than average in Equity and Growth.
People working in Call Centre United States are as engaged as the overall average.
The highest scoring question for Call Centre United States 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 United States 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 31% of people disagreeing (+12% 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, 7% 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
2%
3 months to 6 months
3%
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
15%