Receive 2011 UK Contact Centre Industry Research – free

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Now in its 9th year, ContactBabel’s annual UK contact centre research programme is looking for 200+ UK contact centres to complete its online questionnaire.

The survey is open to all UK-based contact centres with more than 10 agent positions, whether inbound or outbound, commercial or public sector.

“The 2011 UK Contact Centre Decision-Makers’ Guide” investigates all elements of a contact centre, from salaries and attrition rates, to technology usage and performance benchmarks. Last year’s report found the recession had seen a 440% increase in the rate of complaints to banks about their business processes; a bottoming-out of the staff attrition rate at 16%, signalling an upturn; an average rise in contact centre managers’ salaries of over £1,000; and the finding that more than 1 in 10 inbound interactions is now done by email. The 2010 report is still available, free of charge from

This year, the report’s in-depth sections on HR and Operational Benchmarking will be charged at £250 + VAT. However, respondents to the 2011 survey will receive the whole report free by participating in the 100% confidential research programme.

To request a survey, please visit:

Please note, the deadline for completing the questionnaire is Friday 15th July 2011 and the report will be available in Autumn.

If you have any questions, please contact Steve Morrell.

Published On: 15th Jun 2011 - Last modified: 22nd Mar 2017
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