There’s a gap between what contact centre candidates want and what most employers think they want. It’s not a small gap either. It’s the kind that costs you applicants before you’ve even spoken to them.
We recently ran The Great Contact Centre Survey: a piece of research into what the people who do this job every day wish hiring teams understood about attracting, recruiting, and keeping the right people. (To get your copy, fill in the form at the bottom of this post).
Over 100 contact centre professionals told us what made them apply, what nearly put them off, what kept them in a role for years, and what pushed them out within months.
The findings don’t just challenge a few assumptions: they take on some of the most widely held beliefs in contact centre candidate attraction.
We know that’s a big statement, but here’s just a snapshot of what the data is.
When we asked people what they check before applying, salary transparency came first (64%), followed by the job ad itself (61%), company values (60%), and employee reviews (55%).
Brand recognition and company size? Fifth, at 36%.
Almost twice as many candidates care about whether you’re upfront about pay than whether they’ve heard of you. And when we asked people to describe their favourite ever contact centre role, not a single person mentioned the brand. They talked about their team, their manager, flexibility and feeling supported.
If you’re losing candidates, the answer probably isn’t a rebrand. It’s a better job ad.
52 out of 105 respondents didn’t have any contact centre experience when they started.
But the thing is, these are people who’ve gone on to build careers in the sector, and they wouldn’t have got past your “essential: previous contact centre experience” filter.
People who came from hospitality, retail, or other customer-facing backgrounds stayed longer than the overall average – and 75% were still in the role after a year.
They know the customers and they know how to sell – they just haven’t done it with a headset on yet.
People who felt rushed during onboarding were 2.5 times more likely to leave within six months. For inexperienced hires, that number jumps to six times more likely.
The three things contact centre workers asked for most? 1) More time before going live. 2) Real call listening and shadowing. 3) And a buddy or mentor who isn’t their manager.
86% of people who’d been in their role for two years or more were working hybrid or remotely. Everyone — every single respondent — who said their primary motivation was stable employment stayed for over a year, and 67% are still in post.
The candidates who stick aren’t chasing the flashiest offer. They’re looking for stability, flexibility, and a workplace that does what it says on the tin. If that’s what you’re offering, say it. Loudly.
