UK Contact Centre Vertical Markets: Finance (2024)

Generally, there are increasing levels of technological investment being seen in this sector, and while the complex nature of some of the work may be less suited to online self-service, with a large proportion of financial services customers wanting to speak with banks and insurers for reassurance and compliance, there is increasing customer familiarity with self-service and digital channels, with web chat now often being seen. The use of voice biometrics and other caller authentication solutions for customer identification and fraud reduction is also growing.

There is a need for personalised communication within this sector, which will often include crossselling and upselling on inbound services calls (which are witnessing longer call lengths as a result), with finance organisations seeing significant revenue accruing from this.

The UK Contact Centre Verticals: Financial Services report looks at the structure, growth, technology, HR and commercial issues found in contact centres within the UK financial services sector. Leveraging data from multiple large-scale surveys of hundreds of contact centres, this study gives an in-depth look into this vertical’s contact centre trends and operations.

Download the ContactBabel research report and learn:

• Trends in size, structure and growth of contact centres within this industry
• Financial service contact centre metrics benchmarked against the larger contact centre industry
• Technology adoption trends within call centres in the financial sector