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 Transport & Travel” quantifies the operational and HR benchmarks for UK transport & travel contact centres, and shows ways in which AI can solve the issues that the data highlights.

 

Only 43% of customers rate the sector’s service positively, and 32% of under-35s switched providers in the past year because of poor CX.

 

Call durations are up 77% since 2015. AI adoption sits at just 33%, although 75% plan to implement AI by 2029.

 

Real-time personalisation, proactive outbound management and smarter digital channels are looking like being competitive necessities.

 

Report contents include:

  • Transport & travel 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:
    • Optimising customer personalisation
    • Improving uptake of self-service & digital channels
    • Improving telephony service levels
    • Competing successfully against other transport & travel businesses

 

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

 

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