We’re looking to talk about something nobody really talks about: what it’s actually like working in contact centres. (Or “call centres” if you’d prefer).
Not the polished LinkedIn version. Not the “we’re a family here” interview spiel. The real thing.
Whether you’ve had an absolutely brilliant experience or you’ve got stories or ideas that you think could improve things – we want to hear them all.
Got a few minutes to share your take? Take part in The Great Contact Centre Experience survey.
Why we’re doing this
We work with awesome people in contact centres every day. We see the recruitment side, the retention challenges, the revolving door that some centres can’t seem to fix.
We want to dig deep into how we can keep more people working in this great industry by looking at what employers think matters versus what matters to the people doing the job.
Employers talk about perks and progression. But what if the real issue is shift patterns that wreck your social life? Or managers who could do with some extra help to support their teams?
The survey is called The Great Contact Centre Experience, and we’re asking anyone who’s worked in contact centres to share their journey. The good bits, the challenging bits, and the “why didn’t they mention that in the job ad?” bits.
From your first application to your last shift: what mattered? What didn’t? What would you change?Your insights will help us (and other employers) understand what really makes a difference to contact centre professionals.
We want to know about the recruitment process. Did the job ad reflect the role? Was the interview honest or just a sales pitch? And once you started – did the onboarding set you up to succeed or leave you floundering?
We want to know about the day-to-day. The management. The culture.
And we want to know what would actually make a difference. Not what HR thinks would make a difference. What you think would make a difference.
Your voice helps improve the industry. Real change starts with honest feedback, and this is your chance to tell it like it is.
It’s completely anonymous. Say what you really think. No holding back. We’re not here to judge – we’re here to learn.
And every response goes into a prize draw for a luxury hamper worth £100.
The survey takes about 10 minutes. That’s less time than your average team meeting, and potentially way more useful.
Anyone who’s worked in a contact centre or call centre environment. Current roles, past roles, loved it, loathed it – all experiences are valuable.
And if you know someone else who’s worked in the sector? Send this their way. The more voices we hear, the clearer the picture becomes.
The small print:
The survey closes on 12th December 2025, and we’ll announce the hamper winner shortly after.
Only one entry per person. To take part you’ll need to add in your email address (so we can contact the winner). We are only using the email address in conjunction with this prize giveaway, nothing else.)
Thanks for helping us make the industry better.
Your 10 minutes could change someone else’s next career move.
