“The 2024 UK Contact Centre HR & Operational Benchmarking Report” is based on surveys with 225 UK organisations, giving detailed information on:

 

  • Salaries and bonuses for new agents, experienced agents, team leaders/supervisors and contact centre managers
  • Agent attrition rates
  • Agent absence rates
  • Recruitment costs and key agent attributes
  • Expected growth rates in 2024

 

Key operational metrics include:

  • Average speed to answer
  • Call abandonment
  • Call duration
  • Agent occupancy / activity rates
  • First-contact resolution rate
  • Call transfer rates
  • Cost per call/email/web chat/social interaction.

 

Data are segmented by vertical market, size, activity and contact centre type with historical data , so you can compare your contact centre operation with others just like it.

 

The report costs £375 + VAT.

 

Download full details of the report from here: UK HROB 2024 Marketing v1

 

To purchase, “The 2024 UK Contact Centre HR & Operational Benchmarking Report”, please complete the registration form below and you will be taken to the checkout.

 

Once registered, you will also have full access to all of ContactBabel’s free end-user research and analysis by selecting the “RESEARCH” tab and choosing your reports. 

 

If you have already registered, please log in here.

 

 

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