“The 2025 UK Contact Centre Decision-Makers’ Guide” is based on surveys with 228 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 over 20 years’ of historical data gives perspective to long-term changes in the industry.
Report key findings and contents
A few of the key findings include:
The average cost of an inbound call is £6.25 – 30% more than email and 85% more than a web chat
AI is the clear no.1 technology investment priority for contact centres over the next two years
The move from voice to digital channels seems to have stalled, with customer preference for live voice interactions for complex and urgent queries at an all-time high
The average speed to answer remains at its second-highest recorded level: 116 seconds
92% of UK contact centres expect to be using remote / hybrid working at the end of 2025
53% of web chats are now handled wholly or partially by chatbots: the same proportion as last year
Chapters:
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