The UK Contact Center Decision Makers Guide

covering topic such as contact centre quality and performance, efficiency and agent optimisation

Contact centre industry expert ContactBabel recently released some alarming figures:

Call abandonment rates have risen to 9.1%, the highest yet recorded.
Average speed to answer has again increased, from a mean of 106 seconds to 120 seconds.
Mean service call duration rises to its highest recorded level at 8m 36s.

This guide takes a detailed look at the main contact centre pain points and issues that affect the industry UK wide, covering topic such as contact centre quality and performance, efficiency and agent optimisation.

Findings are reported by vertical market and contact centre size, so you can compare your performance and plans with organisations like yours.

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