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 Public Sector” quantifies the operational and HR benchmarks for UK public sector contact centres, and shows ways in which AI can solve the issues that the data highlights.

 

Uncomfortable reading: with average speed to answer at 236 seconds (more than double the industry average) and call abandonment at 11.7%, citizens are struggling to be heard.

 

Only 21% of public sector contact centres use AI, vs 34% industry average. Post-call wrap-up consumes over 16% of agent time.

 

Budget constraints are real, but so’s the opportunity: smarter routing, automated authentication and AI call summaries could transform efficiency without compromising service.

 

Report contents include:

  • Public 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:
    • Reduce queue lengths & abandonment rates
    • Improving uptake of self-service & digital channels
    • Reduce cost per contact

 

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

 

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