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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 public sector has some of the lowest take-up of digital channels of any vertical market, and pent-up demand for phone service will continue to oppose the severe budget-cutting targets that exist at both central and local government levels which are likely to cancel each other out to a great extent, leading to longer wait times and a greater likelihood of outsourcing.
With 6m over-65s not online, and the poorest 25% of the population accessing 80% of services, the demand for live citizen support is not going to go away, and looks the most likely of any sector to be handled by phone.
The sector tends to pay good wages which helps with attrition and absence, although recent years’ very high figures for these are of potential concern. The use of technology is lower than in most private sector contact centres, and average speed to answer has increased very significantly.
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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
- Use of card fraud reduction / PCI methods
HR Metrics
- Salaries
- Agent attrition
- Agent absence
Operational Benchmarking
- Agent activity / talk-time
- Call duration
- Speed to answer
