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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 retail and distribution sector has historically had the largest number of contact centre operations, although the number of contact centres have been in decline for many years as many companies in the retail sector, particularly online-only shops have outsourced this function.
The use of web chat as a relatively cheap and immediate channel will continue to grow strongly, meaning that retail contact centres may replace telephony agents with chat agents (both human agents and virtual / AI).
The importance of email to the retail and distribution sector is clear, with most recent years seeing between 20% and 30% of inbound interactions through this medium, with web chat and social media also considerably above average within this vertical market.
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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
