“The UK Contact Centre Vertical Markets Series” are a group of eight reports which look at the structure, growth, technology, HR and commercial issues found in major UK contact centre sectors. Updated Q2 2024.

 

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.

 

Report contents

 

Each report contains detailed information on:

 

  • Market Sizing and Structure
  • Growth
  • The Use and Effect of Omnichannel
  • Inbound & Outbound Activity
  • Technology
  • Salaries
  • Agent Attrition
  • Agent Absence
  • Agent Activity / Talk-time
  • Call Duration
  • Speed to Answer
  • Customer views on CX and performance in selected sectors

 

There are eight vertical market reports available:

  • Communications
  • Finance
  • Insurance
  • Manufacturing
  • Outsourcing
  • Public Sector
  • Retail & Distribution
  • Utilities

 

To download any or all of the “UK Contact Centre Vertical Market Series”, as well as many other research reports, please complete the registration form below.

 

If you have already registered, please log in here.

 

After registration / login, you will have access to all of ContactBabel’s end-user research and analysis.

 

Registration

"*" indicates required fields

Name*
Hidden
Password*
Country*
State (USA Only)
What are the main areas of investment in your contact centre in the next 12 months? (check all that apply)
Privacy Policy*

The information you provide will be used in accordance to the terms and conditions set out in our Privacy and Data Processing Policy. Please confirm you have read and understood the policy.

ContactBabel uses information you share with us to provide products or services that you request, answer your inquiries or communicate with you about your account or transactions with us, and send you information about new research, features on the Site or changes to our policies. We may also share data gathered in the registration process with third parties who have sponsored the report(s) downloaded and who may contact you for the purposes of direct marketing. You may withdraw your consent for this at any time by contacting info@contactbabel.com, and we will delete your account and all personal data. If you do not wish to complete the registration process, please contact us requesting the reports you would like to receive.

By clicking ‘Register’ you will be able to download reports, and are agreeing that ContactBabel may occasionally contact you with information relevant to you. If you wish to delete your account and remove your contact details, please contact smorrell@contactbabel.com.