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The UK Contact Centre Outsourcing Report 2024

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Explore the 2026 edition here.

The UK contact centre industry represents organisations that operate in-house and those that provide contact centre outsourced services to other businesses. Here at the CCMA, we are aware of the current trend in outsourcing offshore. However, in the UK there is a strong and growing industry that has an exceptional reputation for providing high quality customer experiences for clients and their customers.

The report, supported by The Knowledge Group (tkg), breaks down the UK contact centre outsourcing landscape. It dives into how savvy outsourcing providers are using AI, automation, and data-driven decision-making while prioritising the growth and happiness of their teams.

Whether you’re a seasoned outsourcing pro or just starting out, this report will help you navigate the procurement process and be your guide in creating valuable outsourcing partnerships that will propel you forward.

 

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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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