2024 UK Contact Centre KPI Benchmarking Insights Report

resource image
Is your contact centre measuring up against your competitors?

This in-depth report, based on a survey of 500 UK contact centre leaders, provides the crucial data and analysis you need to benchmark your performance and drive improvement across your operations.

Whats inside the report?
  • Detailed KPI breakdowns for sales, debt collection and customer service sectors
  • Industry averages for critical metrics across sales, debt collection and customer service, including Call abandonment, Success per call, Right Party Contact (RPC) and Promise to Pay (PTP) rates; As well as Average Handle Time (AHT), First Call Resolution (FCR) and Customer Satisfaction (CSAT)
  • Expert analysis on improving team performance and agent retention
  • Insights on emerging trends like AI and speech analytics
  • Practical strategies to enhance efficiency, boost customer satisfaction, and increase sales

Why download the benchmark report?
  • Gain a competitive edge: Compare your performance against industry standards and identify areas for improvement
  • Optimise operations: Learn which metrics truly matter and how to leverage them for success
  • Future-proof your contact centre: Understand emerging trends and technologies shaping the industry
  • Enhance team performance: Discover strategies to motivate agents, reduce turnover, and improve productivity
  • Drive business outcomes: Learn how top performers balance efficiency with customer satisfaction to achieve results
Download the Report

We may use your personal information to send you information you have requested. Permission lasts for 24 months.
Permission can be withdrawn at any time.