“The 2023 UK Contact Centre Decision-Makers’ Guide” is based on surveys with 229 UK organisations and 1,000+ interviews with UK consumers. 

This contact centre research provides the most up-to-date and extensive view of the issues facing the UK contact centre industry, identifies methods for improvement and helps customer-facing businesses be aware of what’s around the corner.

Findings are split by contact centre size and vertical market to help readers understand how they compare to businesses like theirs, and the use of 20 years’ of historical data gives perspective to long-term changes in the industry.

Report key findings and contents

The average cost of an inbound call is £6.55 – 70% more than email and 96% more than a web chat. This differential is growing each year as more automation is used in digital channels

79% of UK contact centres now use at least one cloud-based application

Call abandonment rate is 9.1% – the highest on record

The average speed to answer has also risen to its highest recorded level: 120 seconds

93% of UK contact centres expect at least some remote working in 2023, with the large majority expecting a hybrid model

50% of web chats are now handled wholly or partially by chatbots

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

The Contact Centre Renaissance: Why Human Connection Matters More Than Ever

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

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The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

Empowering Contact Centre Leadership at Every Level

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

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New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

Navigating The New OFCOM Rules For UK Businesses Calling From Offshore

New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

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Watch the online seminar which continues the conversation into the power of the strategic value of the contact centre.

Watch: Showing the Boardroom the Strategic Value of Your Contact Centre

Watch the online seminar which continues the conversation into the power of the strategic value of the contact centre.

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Explore the main insights and perspectives shared during CCMA's online seminar: The Journey to Automation in QA.

7 Key Learnings to Inform Your QA Automation Strategy

Explore the main insights and perspectives shared during CCMA’s online seminar: The Journey to Automation in QA.

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In this online seminar, Leigh spoke to industry leaders about the barriers to personalisation, what it takes to get there, and what benefits can be realised.

Watch: Switching to True Personalised Customer Experiences

In this online seminar, Leigh spoke to industry leaders about the barriers to personalisation, what it takes to get there, and what benefits can be realised.

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