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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.
The finance sector has always been a major player in the UK contact centre industry, both as a result of the number of operations within the sector as well as the relatively large average size of the typical finance contact centre.
There are increasing levels of technological investment being seen in this sector, and while the complex nature of some of the work may be less suited to online self-service – with a large proportion of financial services customers wanting to speak with banks for reassurance and compliance – there is increasing customer familiarity with self-service and digital channels, with web chat now often being seen.
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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
