Sub-Total: £0.00
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.
Outsourcers have seen very significant growth in recent years, particularly in large operations. The expectation within the sector going forwards is extremely positive.
The sector invests heavily in technology, with the use of workforce management, web chat, gamification and IP infrastructure very much higher than average.
As might be expected for a sector that focuses upon managing costs and is rewarded for results, the average speed to answer has been kept low (impacting positively on the number of calls handled), although the average call duration has increased recently, suggesting a higher proportion of more complex calls.
Free to download.
+
Research Reports
0
Company Founded
0+
Annual Business Surveys
k+
Reports Downloaded
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
