UK Contact Centre Vertical Markets: Utilities (2024)

The Utilities sector is comprised of businesses selling water, gas and electricity, as well as increasingly trying to market new services such as smart home technology, internet access and telephony to their customer base. While some incumbent utility companies have reported job losses and consolidation, the significant number of new players (both suppliers and aggregators, especially ‘green’ energy) have gone some way to balancing this. While service is a differentiator in utilities, most decisions are still driven by price.

“UK Contact Centre Verticals: Utilities” looks at the structure, growth, technology, HR and commercial issues found in contact centres within the UK utilities (gas, electricity and water) sector.

See how your efforts stack up in the latest UK Contact Centre Verticals: Utilities Report.  Leveraging data from multiple large-scale surveys of utilities contact centers in the UK, this study takes an in-depth look at operations and trends.

Download the ContactBabel report and learn:

• Trends in size, structure, and growth of utilities contact centres
• Contact centre within the utilities sector benchmarked against the larger contact centre industry
• Technology adoption trends within utilities call centres