Our research has found that each business sector has its own specific commercial and operational issues that affect its contact centres.

 

“The Vertical View: UK Finance Contact Centres” quantifies the operational and HR benchmarks for UK financial services contact centres, and shows ways in which AI can solve the issues that the data highlights.

 

Speed to answer has trebled since pre-COVID and call durations are up 73% since 2016.

 

AI adoption sits at just 39%, although 78% plan to implement AI by 2029.

 

Post-call summarisation, interaction analytics and voicebots are seen by many financial service contact centres as being competitive necessities.

 

Report contents include:

  • Financial services sector market sizing, structure and growth
  • HR benchmarks: salaries, attrition, absence
  • Operational: speed to answer, call duration, call abandonment rate, talk time
  • Channel usage & current / planned use of technology
  • How AI can assist with:
    • Excessive call lengths
    • Meeting regulations and compliance duties
    • Reducing fraud while maintaining CX
    • Reducing unnecessary calls
    • Improving first-contact resolution rates

 

To download “The Vertical View: UK Finance Contact Centres” free of charge, as well as many other research reports, please complete the registration form below.

 

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