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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.
There have been moves to cut costs in the travel sector, especially by closing High Street branches, and the sector has suffered in the past few years, with negative commercial and employment announcements from both major and minor operators combining to give a significant net job loss in this sector.
As with the retail sector, online research, purchase and self-service is growing in importance, which has meant that the demand for live customer support has declined over the past decade.
While the travel sector has relatively small contact centres on average, there is widespread use of digital customer support, and recent years have seen a wider customer take-up.
The sector continues to struggle with keeping queue times low, and a digital future seems likely for this industry.
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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
