“UK Contact Centre Verticals: Outsourcing” looks at the structure, growth, technology, HR and commercial issues found in UK outsourced 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.
Outsourcing survey respondents saw very significant growth in 2021, particularly in large operations. The expectation within the sector for 2022 is extremely positive.
The sector invests heavily in technology, with the use of workforce management, web chat, gamification and IP infrastructure very much higher than average.
As might be expected for a sector that focuses upon managing costs and is rewarded for results, the average speed to answer has been kept low (impacting positively on the number of calls handled), although the average call duration has increased recently, suggesting a higher proportion of more complex calls.
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