Do call centres discriminate against older workers?

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How old is the oldest agent in your call centre?

Research from a wide ranging YouGov survey shows that on average only 10% of call centre agents are aged over 50 or more.

Does this research show clear signs of ageism in our contact centres?

The age breakdown is as follows

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Age	Percent
18-24	22%
25-29	24%
30-34	16%
35-39	13%
40-44	7%
45-49	7%
50+	10%

And the profile towards younger workers is even more marked with over 46% of call centre agents being aged under 30.

[Source: Voice of the Contact Centre Agent (YouGov, Avaya, Sabio) – Research report June 2008, Sample size 946 call centre agents]

Do you think that contact centres discriminate against older workers?

Do you employ older agents? If so, how old is your oldest agent?

Please leave your answers

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

Connect with Jonty on LinkedIn

Do call centres discriminate against older workers?

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