Updated in Q2 2024. “UK Contact Centre Verticals: Finance” looks at the structure, growth, technology, HR and commercial issues found in UK banking, credit card and financial services contact centres.

 

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.

 

Report contents

 

The finance sector has always been a major player in the UK contact centre industry, both as a result of the number of operations within the sector as well as the relatively large average size of the typical finance contact centre.

 

There are increasing levels of technological investment being seen in this sector, and while the complex nature of some of the work may be less suited to online self-service – with a large proportion of financial services customers wanting to speak with banks for reassurance and compliance – there is increasing customer familiarity with self-service and digital channels, with web chat now often being seen.

 

  • Market Sizing and Structure
  • Growth
  • The Use and Effect of Omnichannel
  • Inbound & Outbound Activity
  • Technology
  • Salaries
  • Agent Attrition
  • Agent Absence
  • Agent Activity / Talk-time
  • Call Duration
  • Speed to Answer
  • Customer views on CX and performance in this sector

 

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