“The 2023 UK Contact Centre Decision-Makers’ Guide” is based on surveys with 229 UK organisations and 1,000+ interviews with UK consumers. 

 

This contact centre research provides the most up-to-date and extensive view of the issues facing the UK contact centre industry, identifies methods for improvement and helps customer-facing businesses be aware of what’s around the corner.

 

Findings are split by contact centre size and vertical market to help readers understand how they compare to businesses like theirs, and the use of 20 years’ of historical data gives perspective to long-term changes in the industry.

 

Report key findings and contents

 

A few of the key findings include:

 

The average cost of an inbound call is £6.55 – 70% more than email and 96% more than a web chat. This differential is growing each year as more automation is used in digital channels

 

79% of UK contact centres now use at least one cloud-based application

 

Call abandonment rate is 9.1% – the highest on record

 

The average speed to answer has also risen to its highest recorded level: 120 seconds

 

93% of UK contact centres expect at least some remote working in 2023, with the large majority expecting a hybrid model

 

50% of web chats are now handled wholly or partially by chatbots

 

 

Chapters:

 

  • Agent Engagement, Empowerment & Gamification
  • Artificial Intelligence & Machine Learning
  • Attrition, Absence & Recruitment
  • Cloud-Based Contact Centre Solutions
  • Contact Centre Performance
  • Customer Effort, Engagement & First-Contact Resolution
  • Customer Experience Measurement & Improvement
  • Customer Identity Verification & Fraud Reduction
  • Customer Personalisation
  • Digital Channels
  • Headsets & Audio Improvement
  • Interaction Analytics
  • Mobile Customer Contact
  • Multichannel Workforce Management
  • Omnichannel
  • Outbound, Call Blending & Proactive Customer Service
  • PCI Compliance & Card Security
  • Quality & Call Recording
  • Queue Management & Call-Back
  • Remote & Hybrid Working
  • RPA & the Unified Desktop
  • Self-Service
  • Strategic Directions
  • Virtual Contact Centres & The Connected Enterprise

 

To download “The 2023 UK Contact Centre Decision-Makers’ Guide”, as well as many other research reports, please complete the registration form below.

 

After this, you will have access to all of ContactBabel’s free end-user research and analysis by selecting the “RESEARCH” tab and choosing your reports. 

 

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