Updated in Q2 2024. “UK Contact Centre Verticals: Manufacturing” looks at the structure, growth, technology, HR and commercial issues found in contact centres in the UK’s manufacturing sector.

 

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 manufacturing contact centre sector is dominated by smaller operations, which have been less quick than other sectors to implement new technology. There is a great deal of digital contact, especially email and web chat.

 

Agents are generally very well-paid compared to the contact centre industry as a whole, and attrition and absence are usually below average, which is a finding seen in smaller operations as well as those paying higher wages.

 

However, speed to answer has risen very considerably, and may signify a dropping-off in customer experience.

 

  • 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

 

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