The UK Contact Centre Outsourcing Report 2026

The 2026 UK Contact Centre Outsourcing Report is the CCMA’s essential annual guide for buyers of UK customer contact outsourcing services.

Now in its fourth year, this detailed analysis of the UK’s Business Process Outsourcing (BPO) industry highlights why UK outsourcing continues to provide an attractive opportunity to buyers, despite the pull of outsourcing offshore and the continual talk of market disruption, driven by AI.

Produced with key insights from The Knowledge Group (tkg) and written by a range of industry experts, this year’s report explores the forces shaping how organisations are spending their outsourcing budgets – from the short and long-term impact of AI to the evolving cost-of-service equation. It also provides advice for every step of the buying journey and looks closely at how UK-based providers are setting themselves apart through deeper partnerships, stronger cultural alignment and more flexible service models.

Whether you’ve been buying outsourcing for years or you’re just starting to explore it, this report is here to help you think clearly, ask the right questions and feel more confident about the road ahead.

This report is available to members only

Please fill out the form below to request the report and a member of the team will get back to you shortly.

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