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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 insurance sector has seen strong pressure to consider consolidation and rationalisation in order to cut costs driven by reduced profits, increased competition, higher costs of compliance and the use of cost-comparison websites. The overall number of agent positions dipped in recent years, but has now recovered.
The complex nature of some of the work may be less suited to online self-service, with a large proportion of insurance customers wanting to speak with human agents for reassurance and clarity, as the claims process may involve lengthy and high-emotion interactions.
There is a need for personalised communication within this sector, which – in common with any contract-based commoditised service – risks high annual customer attrition rates.
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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
