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The UK Contact Centre Decision-Makers’ Guide 2023

UK Contact Centre Guide 2023

The UK Contact Centre Decision-Makers’ Guide 2023

The latest benchmarks for UK contact centre operations

This guide takes a detailed look at the main contact centre pain points and issues that affect the industry UK wide.

Published by ContactBabel and sponsored by Enghouse Interactive, this UK Contact Centre Guide 2023 covers:

  • Improving contact centre quality and performance
  • Maximising call centre efficiency and agent optimisation
  • How to approaching the digital channels and the Cloud
  • Maximising profitability through outbound, call blending and proactive customer service
2022-23 UK CX Decision-Makers' Guide

Where possible to data is segmented and analysed data by business sector. These include Finance, Housing Associations, Insurance, Manufacturing (mainly B2B), Outsourcers, Public, Services, Telecoms, Transport & Travel and Utilities.

ContactBabel interviewed 229 contact centre managers and directors; findings include:

2023 UK Contact Centre Decision-Makers’ Guide

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Benchmarks include the average (mean) cost per inbound customer interaction

  • The average cost per phone call is £6.26
  • The average cost per email is £3.68
  • The average cost per web chat is £3.19
  • The average cost per social media is £2.29

Technology Plans and how best to handle the increased volumes of interactions

  • Web chat, touchtone IVR, call recording, and workforce management are the most likely to be upgraded or replaced within 12 months
  • Moreover, interest in web self-service has grown significantly since 2018
  • There is a significant interest in AI, speech recognition, messaging, as well as video

Sample contact centre performance metrics (mean averages)

  • The average speed to answer has increased from 106 to 120 seconds
  • Call abandonment rates have risen from 8.2% to 9.1%
  • First-call resolution rates remain steady at 77%
  • Call duration for service is now 7 minutes and 6 seconds – the highest in 20 years

Make every Customer interaction count