“UK Contact Centre Verticals: Communications” looks at the structure, growth, technology, HR and commercial issues found in UK communications contact centres (including telecoms, broadband and media providers).
It contains data from multiple large-scale surveys of hundreds of contact centres carried out since 2010, and is the definitive study of this vertical market’s customer contact operations.
Agent numbers in the communications vertical market have grown in recent years, alongside the widespread take-up of complex voice and data products, as superior customer service has become a competitive differentiator in a sector where timely and accurate service provision is especially required.
Although some enquiries remain complex, there has been a major move to web billing which has removed some of the demand for live voice services.
The ability to up-sell and cross-sell on a single call is vital to the long-term growth of communications companies, being made easier by integrating the applications and data needed onto a single unified screen, as well as through implementing dynamic scripting, customer profiling and real-time analytics.
To download “UK Contact Centre Verticals: Communications”, as well as many other research reports, please complete the registration form below.
If you have already registered, please log in here.
After registration / login, you will have access to all of ContactBabel’s end-user research and analysis.
"*" indicates required fields
© ContactBabel Ltd | 7 Abberwick Walk, Gosforth, Newcastle-upon-Tyne, NE13 9AY
Site by Wizbit