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The UK Contact Centre HR & Operational Benchmarking Report

The 14th annual edition of the largest UK contact centre HR & operational benchmarking report available. Based on surveys with over 200 UK operations.

About This Report

“The 2025 UK Contact Centre HR & Operational Benchmarking Report” provides unique research based on surveys with 228 UK customer contact operations, giving detailed information on:

  • Salaries and bonuses for new agents, experienced agents, team leaders/supervisors and contact centre managers
  • Agent attrition and absence rates
  • Recruitment costs and key agent attributes
  • Expected agent growth rates in 2025

Key operational metrics include:

  • Average speed to answer
  • Call abandonment
  • Call duration
  • Agent occupancy / activity rates
  • First-contact resolution rate
  • Call transfer rates
  • Cost per call/email/web chat/social interaction.

Data are segmented by vertical market, size, activity and contact centre type, with salaries by UK region also included.

Available for purchase at £375 + VAT.

UK CC HR & OPERATIONAL BENCHMARKING REPORT FRONT COVER
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In this Report

Contact Babel Reports

Vertical Markets & Size Bands

  • Finance
  • Housing Associations
  • Insurance
  • Manufacturing
  • Outsourcing & Telemarketing
  • Public Sector
  • Retail & Distribution
  • Services
  • Technology, Media and Telecoms (TMT)
  • Transport & Travel
  • Utilities
  • 10-50 seats
  • 51-200 seats
  • >200 seats
Contact Babel Reports

HR Benchmarking

  • Salaries by new agent, experienced agent, team leader & contact centre manager
  • Segmented by vertical market, contact centre size, service/ sales, inbound / outbound. Also by 12 UK regions
  • Agent attrition rates
  • Short- and long-term agent absence rates
  • Use of onboarding techniques & impact on attrition
Contact Babel Reports

Operational Benchmarking

  • Average speed to answer
  • Call abandonment rates
  • First-contact resolution rates
  • Service call duration
  • Sales call duration
  • Call transfer rates
  • Agent activity (talk-time / idle / post-call wrap-up)
  • Cost per inbound call / outbound call / email / web chat / social media customer service contact
  • Planned and actual changes in agent headcount
  • Historical data for context and confidence
  • Segmented by vertical market and contact centre size
    where appropriate

World-class research, data and insights into the contact centre and CX industries