“The 2024 UK Contact Centre Decision-Makers’ Guide” is based on surveys with 225 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 £5.58 – 57% more than email and 83% more than a web chat


AI is the no.1 technology investment priority for contact centres over the next two years


Call abandonment rate is 90% higher than 10 years ago


The average speed to answer has also risen to its second-highest recorded level: 116 seconds


94% of UK contact centres expect to be using some remote / hybrid working by the end of 2024


53% of web chats are now handled wholly or partially by chatbots





  • 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 2024 UK Contact Centre Decision-Makers’ Guide”, as well as many other research reports, please complete the registration form below.


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