Contact Centre Reality Check: Are Your KPIs Still Fit for Purpose? – Webinar

Date: 28th April 2026 | 12-12:45pm BST

Location: Virtual

Q2 is the natural point to ask whether your contact centre is set up for success in 2026. Are your targets realistic? Are you tracking the metrics that genuinely matter for your operation? Are you focused on the right priorities?

This free 45-minute session is designed to help you pressure test your KPIs and plans for the rest of this year- using benchmark data from 300 UK contact centre decision makers to add context to your own numbers.

What this Session Covers:

Where the Sector Stands Right Now

Economic pressures, rising agent workloads and the growing gap between operations investing in AI and those that aren’t – the context your own performance sits inside.

The Benchmark Data by Function

Key KPI’s for outbound, debt collection, sales and inbound teams, with year-on-year comparisons. Not to tell you what your numbers “should” be, but to give you a practical reference point.

Are Your KPI’s Actually Fit for Purpose?

Why the sector average is rarely the right target. How to read your numbers against your own context (sector, team size, campaign type) – and why agent data can be a leading indicator alongside operational KPIs.

Where the Top Operations are Focusing in 2026

The three investment areas where highest-performing contact centres are pulling ahead- and what that means practically for how you run your floor in Q2 and beyond.

Live Q&A

Bring what’s on your mind. Kayleigh Tait and Drew Naylor from MaxContact will take questions live. Register now to secure your spot. Can’t make it live? Register anyway and we’ll send the recording within 24 hours of the session

Author: Jo Robinson

Reviewed by: Jo Robinson