“The 2024 UK Contact Centre HR & Operational Benchmarking Report” is based on surveys with 225 UK organisations, giving detailed information on:


  • Salaries and bonuses for new agents, experienced agents, team leaders/supervisors and contact centre managers
  • Agent attrition rates
  • Agent absence rates
  • Recruitment costs and key agent attributes
  • Expected growth rates in 2024


Key operational metrics include:

  • Average speed to answer
  • Call abandonment
  • Call duration
  • Agent occupancy / activity rates
  • First-contact resolution rate
  • Call transfer rates
  • Cost per call/email/web chat/social interaction.


Data are segmented by vertical market, size, activity and contact centre type with historical data , so you can compare your contact centre operation with others just like it.


The report costs £375 + VAT.


Download full details of the report from here: UK HROB 2024 Marketing v1


To purchase, “The 2024 UK Contact Centre HR & Operational Benchmarking Report”, please complete the registration form below and you will be taken to the checkout.


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