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UK Contact Centres 2026-30: The State of the Industry

In its 23rd year, and based on ongoing primary research with 1,000s of UK contact centres, this is the largest and most established UK contact centre market sizing report available.

About This Report

“UK Contact Centres 2026-2030: The State of the Industry & Technology Penetration” is based on ongoing primary research with thousands of UK contact centres.

The largest and most established contact centre market sizing report available, containing:

  • Market sizing by contact centres and agent positions
  • Geographical locations
  • Employment
  • Forecasts until 2030
  • Inbound / outbound market sizing
  • Homeworking, virtual contact centres and multichannel data
  • Current and future technology penetration for 12 contact centre solutions

Data are segmented by 17 vertical markets and 6 size bands, with historical data and future trends.

The report costs £1,395 + VAT.

UK SOI 2026-30 front page
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In this Report

Contact Babel Reports

Vertical Markets & Size Bands

  • Communications
  • Engineering & Construction
  • Finance
  • Food & Drink
  • Housing Associations
  • Insurance
  • IT
  • Manufacturing
  • Medical
  • Motoring
  • Outsourcing & Telemarketing
  • Printing and Publishing
  • Public Services
  • Retail & Distribution
  • Services
  • Transport & Travel
  • Utilities
  • 10-25 seats
  • 26-50 seats
  • 51-100 seats
  • 101-250 seats
  • 251-500 seats
  • 501-1,000 seats
  • 1,000+ seats
Contact Babel Reports

Market Sizing

  • Contact centres & agent positions, by vertical market, size band and vertical market within size band
  • Contact centres & agent positions by region
  • Employment by vertical market and size band
  • Net change in employment to 2030
  • Forecasts in contact centres and agent positions by vertical market, 2030
  • Inbound / outbound activity
  • Hybrid / remote working
  • Interactions by channel, by vertical market
Contact Babel Reports

Technology Penetration

  • Current use, plans for replacement and planned implementation timescales
  • End-2025 and end-2029 penetration rates
  • Segmented by vertical market and contact centre size
  • Artificial Intelligence
  • Automated Speech Recognition
  • DTMF IVR
  • Email Management Systems
  • Gamification
  • Interaction Analytics
  • Interaction Recording
  • Management Information Systems
  • Mobile Customer Service Apps
  • Outbound Dialling
  • Web Chat
  • Workforce Management Systems
  • Use of Cloud

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