The UK Contact Centre Decision-Makers’ Guide

“The 2025 UK Contact Centre Decision-Makers’ Guide” is based on surveys with 228 UK organisations and 1,000+ interviews with UK consumers. 

The report is the most detailed and accurate study of every element of the UK contact centre industry.

Providing the most up-to-date and extensive view of the issues facing the UK contact centre industry, this research provides key data and identifies methods for improvement and helps customer-facing businesses be aware of what’s around the corner.

Findings are split by contact centre size and vertical market to help readers understand how they compare to businesses like theirs, and the use of over 20 years’ of historical data gives perspective to long-term changes in the industry.

A few of the key findings include:

• The average cost of an inbound call is £6.25 – 30% more than email and 85% more than a web chat

• AI is the clear no.1 technology investment priority for contact centres over the next two years

• The move from voice to digital channels seems to have stalled, with customer preference for live voice interactions for complex and urgent queries at an all-time high

• The average speed to answer remains at its second-highest recorded level: 116 seconds

Free to download.