Contact Centre Employee Satisfaction Benchmark Report

Kelly Services, in conjunction with research firm, callcentres.net has completed a nationwide study of workforce satisfaction in the call centre industry.

The Employee Satisfaction Benchmark Study examines the factors that contribute to best practice in managing a call centre workforce.

The overall results suggest an increase in contact centre employee satisfaction, but there are still concerns over remuneration and incentives as well as flexible working hours within the industry.

The results cover critical aspects of employment in the call centre industry including employee satisfaction, predicted length of tenure, commitment, the perceived importance of selected job attributes and intention to leave.  

Some 18 call centres and 718 call centre agents participated in the study from Australia and New Zealand with the majority of respondents handling both inbound and outbound calls.

For a copy of the results contact Kerri.Peterson@kellyservices.com or phone 02 9246 6759.