Global Employee Engagement Research
Comprehensive insights into drivers of contact center staff satisfaction and retention.
The contact center and CX industry have historically dealt with high attrition rates. Data suggests that effective engagement strategies lead to higher performance, increased productivity, improved retention and bottom-line growth. However, the industry struggles to adapt and find new ways of engaging employees, especially in hybrid and remote work environments.
Our research aims to provide CX leaders with the most comprehensive and in-depth insights for organizations to incorporate into broader strategies. You'll learn how satisfied contact center staff are with their jobs, understand what drives employee satisfaction and distinguish the differences between countries.
The global report provides an unbiased overview of job satisfaction across all layers of the contact center, offering benchmarking possibilities.
Overall Employee Experience
Onboarding
Impact of effective recruiting and training on overall satisfaction and retention.
Growth & Development
Insights regarding the importance and impact of recognition, development opportunities, and long-term investment of employees.
Position Analysis
Differences in frontline and non-frontline levels of satisfaction and retention.
BPOs vs. In-House Contact Centers
Comparison of satisfaction and retention rates between BPO and in-house contact center staff.
Work-at-Home (WAH)
Current levels of WAH staff, their future intentions and overall experience.
Turn Employee Insights into Action
Track employee satisfaction and retention with the Employee Satisfaction (ESAT) Benchmarking Dashboard, providing deep insights into compensation fairness and engagement. Unlock the full potential of your employee engagement strategy with data-backed benchmarks that drive results.
Get actionable insights from thousands of CX professionals across the globe.
19
Countries~4,000
Frontline StaffWe surveyed over 4,000 staff at BPOs and in-house contact centers. Frontline roles include CSRs, CSSs, Agents, TSRs, and more.
~1,000
Non-Frontline StaffWe gathered data from nearly 1,000 non-frontline staff: workforce management, quality, reporting & analytics and training/staff development roles.