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About This Report
“The UK Contact Centre Vertical Markets Series” is a group of reports detailing the structure, growth, technology, HR and commercial issues found in major UK contact centre sectors.
They contain data from multiple large-scale surveys of hundreds of contact centres carried out since 2010, and are the definitive study of each vertical market’s customer contact operations.
Agent numbers in the communications vertical market have grown in recent years, alongside the widespread take-up of complex voice and data products, as superior customer service has become a competitive differentiator in a sector where timely and accurate service provision is especially required.
Although some enquiries remain complex, there has been a major move to web billing which has removed some of the demand for live voice services.
The ability to up-sell and cross-sell on a single call is vital to the long-term growth of communications companies, being made easier by integrating the applications and data needed onto a single unified screen, as well as through implementing dynamic scripting, customer profiling and real-time analytics.
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In this Report
Market Sizing and Structure
- Structure by contact centre size
- Growth rates
- The use and effect of omnichannel
- Inbound & outbound activity
Technology
- Current use of 12 key contact centre technologies
- Planned use of technology in four years’ time
HR Metrics
- Salaries
- Agent attrition
- Agent absence
Operational Benchmarking
- Agent activity / talk-time
- Call duration
- Speed to answer
- Customer views on CX and performance in this sector
