New for Q2 2024. “UK Contact Centre Verticals: Travel” looks at the structure, growth, technology, HR and commercial issues found in UK travel contact centres, including airlines, travel agencies and public transport companies.


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


Agent numbers in the communications vertical market have grown in recent years, alongside the widespread take-up of complex voice and data products, as superior customer service has become a competitive differentiator in a sector where timely and accurate service provision is especially required.


Although some enquiries remain complex, there has been a major move to web billing which has removed some of the demand for live voice services.


The ability to up-sell and cross-sell on a single call is vital to the long-term growth of communications companies, being made easier by integrating the applications and data needed onto a single unified screen, as well as through implementing dynamic scripting, customer profiling and real-time analytics.


  • 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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