3 effective ways to reduce contact centre absenteeism

Level: Intermediate

The absenteeism rate in the Spanish contact centre sector reaches 14.12% in 2024, according to the latest report from the CEX Association.

Although it’s an improvement compared to 2023 (14.63 %), the figure remains well above the average for the services sector (6.7 %).

Burnout, stress and challenges in achieving work–life balance partly explain a worrying phenomenon—for operations managers in particular.

The good news is that the sector is responding: with increased investment in technology, greater adoption of AI, hybrid working models and a clearer commitment to training.

HOW TO SUSTAIN THE DOWNWARD TREND IN CONTACT CENTRE ABSENTEEISM

The CEX Association’s study on contact centre absenteeism within its market report highlights that January 2024 was the only month last year with higher absenteeism than in 2023. That signals the sector is implementing effective measures that are already delivering visible results.

Some of the strategies reflected in the study include:

1. EXPANDING INITIAL PRODUCT TRAINING

In 2024, 36% of contact centres are providing product-level training to their teams. It might sound modest, but this actually recovers ground lost in 2023 when the figure dropped to 28%, down from 41% in 2022.

This uptick highlights a revealing trend: agents aren’t leaving the sector, they’re shifting within it. They’re seeking better conditions, more efficient tools and companies that value their experience as much as the customer’s.

For operations leaders, this means one thing: the real competition isn’t only outside the sector, but within it. Retaining talent requires workplaces that are well organised, cohesive and technologically robust.

And training alone isn’t enough. What matters — and matters a lot — is the everyday tools your teams use. Organisations investing in technologies that reduce friction — from quality headsets to contact centre software that keeps everything in one place — send a loud and clear message: your time and energy are valued here.

In fact, according to the latest Gartner study, 45% of agents feel overwhelmed by the number of tools they use daily. The verdict is clear: either we simplify, or we integrate. And if eliminating apps isn’t feasible, at least let’s stop forcing agents to jump between them constantly.

This is where omnichannel software makes a real difference. Centralising all channels — phone, WhatsApp, email, social media — in one platform improves customer experience and reduces agents’ cognitive load. Fewer tabs, less stress.

Moreover, integrating telephony within the CRM automates essential actions: identifying callers automatically, opening their profile, logging their history, and making and receiving calls without leaving the CRM. All in one place.

And when you layer on workflow automation — such as an intelligent predictive dialler for outbound campaigns that boosts contact rates without overburdening agents — or implement AI-powered skill training simulations, you create an environment that’s more capable, more human, and far more appealing to agents who know the ropes.

2. EMBRACING NEW TECHNOLOGIES

While tech investment dropped by eleven percentage points from 2023 to 2024, total spend is actually higher. That points to a more strategic focus: fewer initiatives, greater impact.

Companies are no longer looking to just “have tech,” but to have the right tech. Solutions that are quick to deploy, light on resources and — above all — deliver value from day one.

That’s why usability has become a crucial decision-making factor. Tools that don’t require weeks of training, that integrate seamlessly with CRM systems, ticketing platforms and digital channels, and adapt to agents — not the other way around.

AI in the contact centre is becoming standard. With 76% adoption, the industry has stopped seeing it as a distant promise and begun to test — and verify — its real impact: optimising time, reducing burnout and enhancing customer experience.

And it’s not just about automation. It’s about AI as part of the team: copilots that suggest real‑time responses, fetch relevant info without disrupting conversation flow, and generate tickets automatically — helping to shoulder the silent burden agents have carried for years.

This isn’t the future — it’s the present of contact centre operations. In fact, a Microsoft survey reveals that 75% of agents want AI to help them find the information they need.

It makes sense. When you remove technical barriers, your way of delivering service changes: less rush to close calls. More space to listen. Because ultimately, AI doesn’t replace the human touch — it restores the time and focus that humans need.

3. HYBRID AND REMOTE WORK TO REDUCE ABSENTEEISM

One notable trend is the resurgence of remote work: 70% of contact centres now operate with hybrid or fully remote models. After a dip since 2021, levels in 2024 are back to what they were in 2022.

And the reason is clear: absenteeism falls where flexibility increases. The CEX report shows fully office‑based teams have a 15.70% rate, while hybrid drop to 12.73% and fully remote to 10.11%.

This shift has been enabled by two converging factors: the sector’s technological maturity and improved home connectivity, which now supports professional‑grade call quality from almost anywhere.

But remote work only works if your operations are built accordingly. That’s why a cloud contact centre that ensures service continuity without downtime or glitches, provides real‑time service level monitoring, agent status visibility, dynamic queue management and operational intervention capability, isn’t a perk — it’s essential.

And there’s one more crucial link: seamless integration between your contact centre software and internal communication tools. When this connection is strong, teams collaborate smoothly, share context and stay connected — even across distance.

Because when you have full visibility, real‑time coordination and well‑integrated communication channels, where agents are based becomes irrelevant. And that, in terms of wellbeing and operational sustainability, translates into less friction, less stress… and lower absenteeism.

SECTORS WITH THE HIGHEST ABSENTEEISM IN CONTACT CENTRES

According to CEX data, the telecommunications sector saw the largest increase in absenteeism, rising from 16.09% in 2023 to 16.95% in 2024.

Meanwhile, most other sectors moved in the opposite direction, with retail and eCommerce dropping nearly four percentage points, from 13.07% to 9.17% in 2024.

This sector has consistently led the way in investing in cutting‑edge innovation and technology to deliver outstanding customer experiences. Shifts in physical shopping habits have forced it to differentiate digitally — a change that has also shaped its customer service approach.

The philosophy of placing the customer at the centre and adopting omnichannel strategies is mirrored in their customer service strategy. Improving the customer’s experience doesn’t just mean merging offline and online — it also means being present in every channel, giving customers the freedom to reach out however suits them best.

What does this have to do with absenteeism? More than you’d think. It’s no surprise that enhancing agents’ experience directly influences that of end customers. Teams equipped with integrated tech, automated workflows and emerging tools like AI work smarter — with less friction, less effort and more efficiency.

FINAL CONCLUSIONS

The truth is there’s no universal magic formula to reduce absenteeism, but there are tools that can support and guide this transformation.

The sector’s efforts are clear, and regions like Murcia and Catalonia are leading reductions by increasing awareness, opening dialogue around mental health, investing in mood-boosting technologies for customer-facing professionals, and embracing continuous improvement and flexible, inclusive work philosophies.

If you’re looking to reduce absenteeism in your operation without sacrificing quality or the employee experience, speak with our experts. We can help you identify where effort is being wasted…and how to start recovering it.