2026 Remote Work Benchmarking Survey

1. Your Organization & Leadership Readiness

Let’s start with a few questions about your organization’s structure and leadership. These questions help us understand how remote and hybrid models are supported and led within different contact centers.

Question Title

1. Which industry best describes your organization?

Insurance

Financial Services

Retail & Distribution

Public Sector

Professional Services

Medical / Healthcare

Travel & Hospitality

Technology, Media & Telecom

BPO / Outsourcer

Education / EdTech

Other (please specify)

Question Title

2. Approximately how many total contact center employees does your organization have?

Fewer than 50

51–150

151-250

251–500

501-1000

1,001–5,000

More than 5,000

Question Title

3. What percentage of your contact center employees fall into each work model? (Should total 100%)

	0%	25%	50%	75%	100%
Remote	Remote 0%	Remote 25%	Remote 50%	Remote 75%	Remote 100%
Hybrid	Hybrid 0%	Hybrid 25%	Hybrid 50%	Hybrid 75%	Hybrid 100%
In-office	In-office 0%	In-office 25%	In-office 50%	In-office 75%	In-office 100%

Question Title

4. Retention, productivity, and performance:
For each area below, how do remote and hybrid employees compare to in-office employees?

	Significantly better	Slightly better	About the same	Slightly worse	Significantly worse
Retention	Retention Significantly better	Retention Slightly better	Retention About the same	Retention Slightly worse	Retention Significantly worse
Productivity	Productivity Significantly better	Productivity Slightly better	Productivity About the same	Productivity Slightly worse	Productivity Significantly worse
Employee satisfaction	Employee satisfaction Significantly better	Employee satisfaction Slightly better	Employee satisfaction About the same	Employee satisfaction Slightly worse	Employee satisfaction Significantly worse
Quality	Quality Significantly better	Quality Slightly better	Quality About the same	Quality Slightly worse	Quality Significantly worse
Adherence	Adherence Significantly better	Adherence Slightly better	Adherence About the same	Adherence Slightly worse	Adherence Significantly worse

Question Title

5. How confident are you in your leaders’ ability to effectively lead remote and hybrid employees?

Very confident

Somewhat confident

Not sure

Not very confident

Not at all confident

Question Title

6. Which leadership skills or development areas do your leaders most need in order to be effective in remote and hybrid environments? (Required.)

Coaching and feedback for virtual teams

Employee engagement and recognition

Communication and collaboration

Accountability and performance management

Using AI or data to support leadership decisions

Leading through change

Other (please specify)

Question Title

7. Do you have formal leadership onboarding and training programs for your remote and hybrid leaders?

Yes, we have structured programs specific to remote/hybrid leadership

Yes, but our programs are general (not specific to remote/hybrid leadership)

No, but we plan to develop one within the next year

No, and no plans currently

Unsure

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33% of survey complete.

2026 Remote Work Benchmarking Survey

1. Your Organization & Leadership Readiness

Question Title

* 1. Which industry best describes your organization?

Question Title

* 2. Approximately how many total contact center employees does your organization have?

Question Title

* 3. What percentage of your contact center employees fall into each work model? (Should total 100%)

Question Title

* 4. Retention, productivity, and performance: For each area below, how do remote and hybrid employees compare to in-office employees?

Question Title

* 5. How confident are you in your leaders’ ability to effectively lead remote and hybrid employees?

Question Title

* 6. Which leadership skills or development areas do your leaders most need in order to be effective in remote and hybrid environments? (Required.)

Question Title

* 7. Do you have formal leadership onboarding and training programs for your remote and hybrid leaders?

1. Which industry best describes your organization?

2. Approximately how many total contact center employees does your organization have?

3. What percentage of your contact center employees fall into each work model? (Should total 100%)

4. Retention, productivity, and performance:
For each area below, how do remote and hybrid employees compare to in-office employees?

5. How confident are you in your leaders’ ability to effectively lead remote and hybrid employees?

6. Which leadership skills or development areas do your leaders most need in order to be effective in remote and hybrid environments? (Required.)

7. Do you have formal leadership onboarding and training programs for your remote and hybrid leaders?