Updated in Q2 2024. “UK Contact Centre Verticals: Public Sector” looks at the structure, growth, technology, HR and commercial issues found in contact centres in the UK’s public sector, which includes central and local government as well as emergency services.


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 public sector has some of the lowest take-up of digital channels of any vertical market, and pent-up demand for phone service will continue to oppose the severe budget-cutting targets that exist at both central and local government levels which are likely to cancel each other out to a great extent, leading to longer wait times and a greater likelihood of outsourcing.


With 6m over-65s not online, and the poorest 25% of the population accessing 80% of services, the demand for live citizen support is not going to go away, and looks the most likely of any sector to be handled by phone.


The sector tends to pay good wages which helps with attrition and absence, although recent years’ very high figures for these are of potential concern. The use of technology is lower than in most private sector contact centres, and average speed to answer has increased very significantly.


  • Market Sizing and Structure
  • Growth
  • The Use and Effect of Omnichannel
  • Inbound & Outbound Activity
  • Technology
  • Use of card fraud reduction / PCI methods
  • Salaries
  • Agent Attrition
  • Agent Absence
  • Agent Activity / Talk-time
  • Call Duration
  • Speed to Answer


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