A survey of 540 contact centre agents finds 68% are proud of their work. But rising stress, slower pay growth, and AI uncertainty are creating retention risks.
Contact centre agents are no longer the scripted operators of the past. They have become brand representatives, emotional interpreters, and the most human interface within customer experience.
Pride in the profession is strengthening—but so is pressure.
The Voice of the Agent study from Calabrio, in partnership with Get Out of Wrap, reflects a workforce that feels increasingly recognised for its emotional intelligence while simultaneously experiencing heightened stress, slower financial progression, and limited clarity around how AI will shape daily responsibilities.
Identity is strengthening. Structural support is struggling to keep pace.
An Industry Redefining Its Identity
Professional confidence is rising across the sector. 68% of agents say they are proud to work in the industry. Three-quarters would recommend the role to a friend, and 67% describe themselves as satisfied or very satisfied.
These figures challenge the perception of contact centre work as temporary or low-skilled. Instead, agents increasingly describe their roles as purposeful and central to delivering the customer experience.
The modern agent is expected to be:
- A brand representative
- A real-time problem solver
- An emotional stabiliser during customer friction
- A bridge between automation and human understanding
Recognition has improved. Whether operational systems are evolving at the same pace remains the critical question.
Empathy at the Core—and the Emotional Cost
Automation has absorbed routine queries, leaving agents to manage complex and emotionally charged interactions. Conversations increasingly involve frustration, vulnerability, or urgency, demanding resilience alongside efficiency.
Empathy now defines the role. 75% of agents identify it as their strongest skill, followed by communication and problem-solving. Emotional intelligence has shifted from a desirable trait to a core capability.
Yet emotional labour carries consequences. Stress and burnout rank among the leading reasons agents consider leaving, alongside pay and benefits. Only a small minority describe their role as low-stress, suggesting sustained emotional output has become embedded in daily operations.
Emotional capability is rising. Emotional fatigue is rising with it.
Martin Teasdale, Founder of Get Out of Wrap, frames the shift through experience, “I imagine many people reading this report will have started in this industry as an agent. I did, and that experience has influenced my thinking about our industry ever since.”
“We are in a period of change in our industry that, for many, is the most significant we have seen. At the forefront of this are the customer-facing colleagues in our contact centres.”
Teasdale stresses that pride must be reinforced structurally, “What this report shows is that they are proud to work in our industry and believe their strengths are empathy and communication. We need to ensure that this pride and these strengths are supported by our structures, our technology, and, critically, our communication about what technology and specifically AI means for agents.”
“In this period of change, we cannot afford to lose the very people who can take our industry to new heights,” he adds.
When Pay Growth Slows, Leadership Becomes Decisive
Just over 52% report receiving a pay rise in the past year. As workloads intensify and living costs increase, slower progression becomes more visible.
In this climate, retention is shaped by more than salary alone. Agents consistently cite three structural stabilisers:
- Supportive and accessible managers
- Fair and transparent treatment
- Positive team culture
Regular one-to-one sessions and coaching are becoming more common. Where communication is consistent and leadership is empathetic, engagement remains resilient—even without significant financial uplift.
Management behaviour now influences retention almost as much as compensation.
AI Is Embedded, Understanding Is Uneven
AI is integrated into forecasting, routing, sentiment analysis, and agent assistance tools. Despite its prevalence, clarity remains limited.
Only around 35% say they clearly understand which tools rely on AI. More than 55% worry AI could alter or replace aspects of their role. Nearly 48% express openness to additional AI-powered support.
This tension reflects uncertainty rather than resistance. Agents are not rejecting technology; they are seeking transparency. Without clear communication, AI becomes associated with risk rather than capability.
The difference between empowerment and anxiety lies in explanation.
Careers, Not Just Roles
Long-term ambition is strengthening. Nearly half now view contact centre work as a sustained professional path. Interest in leadership, coaching, and quality-focused roles is expanding.
However, fewer than half report having a clearly defined progression framework. Limited visibility into advancement pathways weakens long-term commitment.
Flexibility also plays a decisive role. Transparent scheduling and collaborative decision-making improve perceptions of fairness and deepen trust.
Career clarity, structural transparency, and leadership communication now act as workforce anchors.
The Inflection Point
The data signals an inflection point. Pride, engagement, and professional identity are strengthening. Emotional strain, slower pay progression, and uncertainty around AI create parallel friction.
The next phase will depend on whether organisations move from recognition to redesign. That means:
- Building clearer career frameworks
- Investing in emotional resilience support
- Communicating transparently about AI’s role
Contact centre agents are adapting. Leadership strategy must adapt just as quickly.
Customer experience may be enhanced by automation, but its credibility rests on human empathy. Protecting and developing that capability will determine not only retention outcomes but competitive differentiation in the years ahead.
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