Wellbeing in the Contact Centre - A CCMA Research Initiative

The wellbeing of colleagues in the contact centre has a direct impact on productivity, as it affects absence, attrition and quality.

It is against this backdrop that the CCMA publishes this research into colleague wellbeing, the most comprehensive and authoritative ever conducted for the contact centre community.

Led by the CCMA’s Research Director, Stephen Yap, this research comprised both qualitative and quantitative methods, findings from which are integrated throughout this report.

In-depth interviews were conducted with eight advisors and team leaders. Further group discussions were convened with 11 Heads of Contact Centre and Directors. All of these conversations occurred during November and December 2022.

In addition, a structured online survey was conducted in November 2022 among n=303 frontline colleagues in the UK. To be included in the survey, participants had to be working full or part-time in an external customer-facing role with an annual salary of no more than £40,000.