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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 manufacturing contact centre sector is dominated by smaller operations, which have been less quick than other sectors to implement new technology. There is a great deal of digital contact, especially email and web chat.
Agents are generally very well-paid compared to the contact centre industry as a whole, and attrition and absence are usually below average, which is a finding seen in smaller operations as well as those paying higher wages.
However, speed to answer has risen very considerably, and may signify a dropping-off in customer experience.
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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’ tim
HR Metrics
- Salaries
- Agent attrition
- Agent absence
Operational Benchmarking
- Agent activity / talk-time
- Call duration
- Speed to answer
