“UK Contact Centre Verticals: Retail & Distribution” looks at the structure, growth, technology, HR and commercial issues found in UK retail and distribution 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 retail and distribution sector has historically had the largest number of contact centre operations, although the number of contact centres have been in decline for many years as many companies in the retail sector, particularly online-only shops have outsourced this function.


The use of web chat as a relatively cheap and immediate channel will continue to grow strongly, meaning that retail contact centres may replace telephony agents with chat agents (both human agents and virtual / AI).


The importance of email to the retail and distribution sector is clear, with most recent years seeing between 20% and 30% of inbound interactions through this medium, with web chat and social media also considerably above average within this vertical market.


  • 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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