Attracting talent has long been the focus for contact centres. But the real challenge is no longer just hiring. It is retention. Insights from Randstad’s 2026 Contact Centre Market & Salary Intelligence Report show that while talent movement remains high in certain roles, long-term success is increasingly defined by an organisation’s ability to keep and develop its people.
a market defined by movement
The contact centre workforce continues to show high levels of mobility, particularly in frontline and entry-level roles. Shorter tenure in these positions reflects:
- Career progression into more specialised roles
- Ongoing demand for transferable skills
- A workforce that is actively exploring new opportunities
This creates a constant cycle of hiring, training and replacement for many organisations.
retention is now a strategic priority
Retention is increasingly becoming a point of differentiation across the market. Rather than viewing turnover as inevitable, leading organisations are reframing retention as a competitive advantage. The focus is shifting toward:
- Building long-term capability
- Reducing hiring costs
- Creating more stable and experienced teams
“It is not just about keeping people longer. It is about creating environments where people can grow, develop and see a future with the business.”
what drives people to stay
The report highlights a clear shift in what employees value. Retention is increasingly influenced by:
- Clear career pathways and progression opportunities
- Ongoing learning and development
- Strong leadership and team culture
- Meaningful and engaging work
These factors are becoming just as important as salary in driving long-term commitment.
from turnover to tenure
While entry-level roles naturally experience higher turnover, tenure increases significantly at leadership and specialist levels. This reinforces a key insight. When organisations invest in development and progression, employees are more likely to stay.
Hiring gets talent in the door. Retention builds the business. Organisations that prioritise long-term engagement over short-term hiring wins will be better positioned to navigate market volatility and build sustainable performance.
download the full report
To explore talent mobility, tenure trends and what is driving retention across the contact centre workforce, download Randstad’s 2026 Contact Centre Market & Salary Intelligence Report.
Amelia O'Carrigan
director of business support - randstad