According to a new ArvatoConnect research, the integration of AI into customer experience operations has caused anxiety among employees and encouraged them to leave their roles.
Survey results published in Attrition to retention: Make AI a positive force for the change in culture of contact centers; Due to concerns beyond job automation, more than one in four (26%) indicate that they are considering quitting smoking and instead talk about deeper issues regarding communication, transparency and support.
A study sampled 1,000 contact centre agents working in the UK reveals that despite using AI every day for tasks like drafting customer emails, searching knowledge bases, and receiving real-time prompts, many are unsupported and many are unclear about how technology fits into the future of work.
Those considering quitting their jobs say clearer career advancements (30%), better training and support (30%), and more transparent communication (29%) are factors that persuade them to stay, according to the survey.
The survey showed that 30% of respondents are not about to leave, but are concerned about how AI is being implemented in organizations.
Additionally, four in 10 (38%) (38%) said they felt more secure with better practical training, while a similar percentage (37%) said clearer communication from leaders about AI objectives would be helpful. Team-wide discussion, transparency and continued investment in people were also flagged as essential to successfully implementing AI.
Debra Maxwell, CEO of ArvatoConnect, commented: “Our research reveals that AI rollouts have emotional charges for those they intend to support, but this is not to stop innovation, nor to lead to empathy.
“At Arvatoconnect, we've seen the impact of getting this right. By prioritizing cultural integrity along with technological change, we advocated for collaborative innovations that build transparency, clear communication and trust, strengthen morale and ensure the safe and ethical use of technology through initiatives like the dedicated AI council.”
Encouragingly, this study shows that AI can provide meaningful upside-downs when implemented with transparency and care. The majority of respondents (58%) believe that AI improves workflow, reduces latency, and similar proportions (56%) feel that they feel the balance between human and AI engagement is correct.
Importantly, 52% of agents feel that complex, high-value queries should remain human-driven. This reflects the understanding that while automation supports efficiency, human touch remains important when empathy and problem solving are needed.
Debra continues. “A thriving organization will become an organization that builds not only its capabilities, but its confidence.
“AI should be co-pilot, not alternatives. Leaders have a real opportunity to turn uncertainty into empowerment, but only if people are at the center of change.
“This report provides CX leaders with six practical steps to help them embed support and structures at every stage, focusing on trust in their tools. By aligning their AI strategies with employee experience and cultural change, organizations can unleash stronger engagement, higher retention, and a more prepared workforce.”
You can download the full report here: Turning the Retention Rotation: Make AI a positive force for the change in culture of contact centers
About ArvatoConnect
ArvatoConnect partners with global brands and organizations to re-create and reinvent how you connect with what matters most, and develop and deliver technology-driven solutions to help clients create better experiences and embrace the future with confidence.
The company is a trusted customer experience and business optimization partner for Premium Automobile Groups, leading global high street retailers, technology companies, charities, local governments and central government sectors, including Crown Commercial Services, Vibo Barrefoot, Fremantle, and the Ministry of Education.
Arvatoconnect, a division of Bertelsmann, employs around 800 jobs in the UK, is headquartered in Datchet, with other offices in Swansea, Newcastle and Willerby.
Please see for more details. https://www.arvatoconnect.co.uk/
