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) and their wealth of insights in the UK outsourcing industry, explores buyer trends, data related to the current UK BPO (Business Process Outsourcing) landscape, and guidance on the outsourcing procurement process. It includes five reasons why organisations are outsourcing all or part of their contact centre operations:

  1. Cost and economics for delivering exceptional customer experiences
  2. Plugging gaps in internal capabilities
  3. Flexibility and transferring risk around business continuity and demand volatility
  4. Right-shoring balancing commercials with experiences
  5. Infrastructure and interaction technology capabilities

Download the report now to discover more.


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By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. CCMA will pass your registration details on to Sabio to support you through this process. Please contact [email protected].


By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact [email protected].

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