Updated in Q2 2024. “UK Contact Centre Verticals: Utilities” looks at the structure, growth, technology, HR and commercial issues found in contact centres in the UK’s utilities sector, which includes gas, electricity and water 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


Recent wholesale gas price rises have been catastrophic for many smaller operators, at least 25 of which have gone out of business and their customers transferred to larger companies.


Debt management will likely become an even more important role for this sector’s contact centres, although there is an opportunity for growth as utilities companies are well placed to push the ‘smart home’ concept to customers.


The sector struggles with speed to answer, having some of the highest ASAs amongst any sector studied. Although call durations are dropping from a high of almost 10 minutes, there is still a great deal to do to provide a consistently high standard of service to customers, despite the high usage of technology within this sector.


  • 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
  • Customer views on CX and performance in this sector


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