UK Contact Centre KPI Benchmarking Report
Every year MaxContact analyse how UK contact centres are performing and where leaders are gaining an edge.
This year’s results reveal a sector that’s working harder than ever. Workloads are rising, some KPIs are slipping, and AI is continuing to widen the gap between top performers and everyone else.
Highlights at a Glance:
This year’s results reveal a sector that’s working harder than ever. Workloads are rising, some KPIs are slipping, and AI is continuing to widen the gap between top performers and everyone else.
Highlights at a Glance:
- 41% of contact centres say meeting KPIs is harder than last year
- 1 in 3 teams report declining customer patience and rising workload
- Top performing contact centres outperform the UK average by 25–40% across multiple KPIs
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