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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.
Wholesale gas price rises have been catastrophic for many smaller operators, at least 25 of which have gone out of business and their customers transferred to larger companies.
Debt management will likely become an even more important role for this sector’s contact centres, although there is an opportunity for growth as utilities companies are well placed to push the ‘smart home’ concept to customers.
The sector struggles with speed to answer, having some of the highest ASAs amongst any sector studied.
Although call durations are dropping from a high of almost 10 minutes, there is still a great deal to do to provide a consistently high standard of service to customers, despite the high usage of technology within this sector.
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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
- Customer views on CX and performance in this sector
