70% of Agents Would Recommend Their Jobs, New Study Reveals

Calabrio has released a new study, in collaboration with the Get out of Wrap podcast, offering fresh insights into the experiences of 520 contact centre agents.

The findings show that a significant majority of agents hold a positive view of their roles. 70% would recommend their jobs, 64% feel proud to work in the industry, and 67% believe their management values work–life balance.

However, the research also uncovers a critical gap in career development. While 47% of agents see a long-term future in the sector, more than half lack a clear progression plan, and 43% are unaware of pathways available to advance their careers.

Technology emerges as both a support and a sticking point. Improved scheduling systems, powered by workforce management tools and AI-driven analytics, have helped many agents.

Nearly three-quarters (72%) report that their paid time-off requests are approved, and 60% feel prepared for unexpected spikes in demand.

However, over half of the agents surveyed find AI unhelpful in their daily tasks, underscoring the need for solutions that better address the realities of their roles.

The study also highlights how contact centre roles are evolving. While 31% of agents have taken on increased responsibilities in the past year, nearly half report no change in their duties. The absence of proactive support and role clarity could drive higher turnover rates, a concern for many organizations.

Key findings also reveal areas for improvement. For example, 46% report having no influence over their schedules, 38% never participate in planned social activities at work, and half say customer patience levels have remained unchanged.

Ed Creasey, Vice President of Solution Engineering at Calabrio, said, “The perception of contact centre work has evolved significantly. Once regarded as a low-skill, high turnover job with limited career prospects, today’s contact centre agents work across highly professional roles with real opportunities for growth and development.

“However, there are still significant challenges for employers to address if they are to maximize employee satisfaction and retention.”

The report suggests that organizations can boost employee satisfaction and performance by addressing these challenges.

Steps such as implementing responsible AI tools, enhancing scheduling flexibility, and investing in career development plans are highlighted as key strategies to support agents and improve overall contact centre outcomes.

Martin Teasdale, Owner of Get out of Wrap, said, “To work with Calabrio on this research has been fascinating and our findings tell us so much about how our customer-facing colleagues feel about so many key areas.

“It is now our responsibility to act on these findings and ensure the talent we have right now in the industry stays and progresses into leadership positions.”

Find the full report here.

For more information about Calabrio - visit the Calabrio Website

About Calabrio

The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering contact centres as a brand guardian. Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite.

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Author: Hannah Swankie
Reviewed by: Rachael Trickey