#Japan #Osaka #Employee Retention #Call Center #Work Environment

An Insight into Employee Satisfaction in Call Center Services

In a recent survey conducted by Telephone Agency Service Inc., an agency based in Osaka, Japan, exciting findings on employee retention and satisfaction in the call center sector came to light. With 61 operators participating, the results showcase a remarkable 46% of employees have remained with the company for over four years. Additionally, 75% reported being satisfied with their workplace relationships, highlighting a supportive and friendly work environment.

Survey Overview

The survey titled “Current State of Call Center Operations and Work Environment,” took place from September 1 to 7, 2025. The methodology involved an online questionnaire which provided insights into the experiences and conditions surrounding the lives of employees in this often-overlooked industry.

Key Findings

• - Long Term Employment: Nearly half (46%) of the employees had over four years of service, exceeding industry averages significantly.
• - Job Satisfaction: Approximately 90% of respondents indicate a satisfactory working environment, with a particular emphasis on flexible working conditions.
• - Interpersonal Relations: 75% of the workforce expressed contentment regarding workplace relationships, fostering a sense of community and cooperative spirit within teams.

Demographics of Respondents

The majority of respondents are relatively new to the industry with 35.9% having 1-3 years of experience. Interestingly, 68.4% of the respondents are unmarried, signaling a youthful workforce eager for flexible job opportunities.

Analysis of Employee Retention Factors

Traditionally, the call center industry is associated with high turnover rates, but this survey challenges that stereotype. The findings point towards several reasons for the high retention rate:

• - Commuting Convenience: 72.5% of respondents commute by train, and nearly 70% arrive at work within an hour. The strategic location, just a minute's walk from the station, contributes significantly to accessibility and reduced commuting stress.
• - Work-Life Balance: Employees expressed satisfaction with flexible schedules, supporting diverse lifestyle needs, a crucial factor for long-term retention.
• - Supportive Culture: High levels of satisfaction with inter-employee relationships—coupled with the benefits of amenities like free coffee, wellness breaks, and a focus on professional development—have created a compelling workplace atmosphere.

Operator Insights

When analyzing why employees chose to work at Telephone Agency Service, the possibility to align work conditions with personal needs stood out significantly, with 58.5% choosing this aspect as a key reason. Many cited the supportive atmosphere during the hiring process, and flexibility in working hours as attractive features.

Gaining Perspective from Current Operators

Responses from operators illustrate the reality of day-to-day operations:

• - Experience vs. Expectation: Most operators found the volume of calls and client diversity exceeded their expectations. The supportive training and collaborative environment allowed them to ease into their roles, often feeling less pressure than anticipated.
• - Satisfaction from Client Interactions: Operators expressed that moments of appreciation from clients were their most rewarding experiences, emphasizing the impact they felt they had in people’s lives.
• - Adaptability and Skills Development: Throughout their experiences, operators highlighted that they developed crucial skills, including typing speed, active listening, and emotional resilience—all regarded as vital in navigating the complexities of communicating with clients across various industries.

Conclusion: A Model for Retention

The innovative findings of this survey reveal a different narrative within the call center industry: The successful retention rates of Telephone Agency Service Inc. can be attributed to a combination of favorable work conditions, positive relationships among coworkers, and opportunities for growth. According to recent statistics from Japan’s Ministry of Health, Labor, and Welfare, the turnover rate in the broader service sector is around 19.3%, yet Telephone Agency Service boasts an astonishing rate of 46% of employees with over four years of service.

This case illustrates an organization where employee well-being is prioritized and reflects a work culture that encourages individuals to thrive in a demanding sector. The call center operates not just as an office but as a community, wherein each employee contributes to the larger goal of client satisfaction while also fostering personal development. Therefore, Telephone Agency Service stands out as an exemplary model for employee retention in the call center industry.

About Telephone Agency Service Inc.

Telephone Agency Service Inc. provides comprehensive outsourcing solutions including call center services and call handling across Japan. With headquarters in Tokyo and Osaka, they serve over 9,500 clients, adapting to various industry needs with tailored services. Their commitment to flexibility and quality customer service ensures they are an indispensable partner to businesses across sectors.