ContactBabel Report

The UK Contact Centre Decision-Makers’ Guide 2025 (22nd edition)

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The “UK Contact Centre Decision-Makers’ Guide (2025 – 22nd edition)” is the major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations.
Taking a random sample of the industry, a detailed structured questionnaire was answered by 228 contact centre managers and directors in October and December 2024. Analysis of the results was carried out in December 2024. The result is the 22nd edition of the largest and most comprehensive study of all aspects of the UK contact centre industry.

“The UK Contact Centre Decision-Makers’ Guide” identifies six of the major pain points and issues that affect the contact centre industry:

Improving Quality and Performance
Maximising Efficiency and Agent Optimisation
Digital, Cloud and the Customer of the Future
The Customer Experience
HR Management
Strategic Directions

Within each section, specific solutions are identified that can be used to solve these issues, along with the analysis of the primary research data that are relevant to this area, including a comprehensive statistical analysis in graphical and tabular form.

Download your copy to find out more.