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The Call Center Engagement Report 20252025-03-14T09:40:31+00:00

Unlock Key Insights into Call Center Employee Engagement

The Call Center Engagement Report 2025

Discover the State of Call Center Engagement & How to Improve It

Employee engagement in call centers has never been more critical. With the increasing demand for quality customer service, organizations need engaged, motivated, and empowered teams to deliver the best experiences.

The Call Center Engagement Report 2025 provides valuable insights into the engagement levels of call center workers, their biggest challenges, and the strategies that drive higher engagement and retention.

What’s Inside the Report?

  • The Current State of Engagement: Almost 70% of workers feel engaged, but what about the rest?
  • Key Challenges: Work-life balance, pay, and difficult customers are the top concerns affecting engagement.
  • Effective Engagement Strategies: How flexible working, manager check-ins, and technology adoption are making a difference.
  • Impact of Technology: Over a third of workers and 50% of business owners report higher engagement due to remote calling and analytics tools.
  • What’s Next for Call Centers?: The steps organizations need to take to create a highly engaged workforce.

Why Download This Report?

This report is based on an in-depth survey of 500 call center workers across different roles and services.

It reveals the real factors influencing engagement and offers actionable recommendations to help businesses improve retention, performance, and customer satisfaction.

Download Your Free Copy Now

Get access to the latest insights and stay ahead of the curve in call center workforce engagement.

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Introducing The Call Center Engagement Report 20252025-03-03T15:24:07+00:00

Analytics 365 are pleased to launch their very first Call Center Engagement Report 2025.

This report assesses the level of employee engagement within the call center industry by looking at the current state of play, identifying concerns and exploring how staff engagement can be improved.

To do this, we surveyed 500 call center workers across the country, in various positions and services, to understand the state of their engagement at present.

Ian Bevington, Product Marketing Manager at parent company Tollring said:

“Call centers are often misjudged for being ‘sweat shops’ in which staff are undervalued and disengaged. We see things a little differently. A well-run call center in which staff are well trained, informed and empowered to manage the quality of interaction brings many benefits.

The result? Engaged and loyal staff that perform at their best and genuinely care about customer service. The Call Center Engagement Report 2025 aims to explore the current state of play from small customer interaction teams through to larger call center operations in order to uncover common pain points and the latest practices for engaging staff and improving performance.”

You can download the full report below:

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