Comprehensive Report into UK Contact Centre Outsourcing

Comprehensive report into UK contact centre outsourcing released by CCMA, supported by The Knowledge Group

The CCMA (Call Centre Management Association) has launched an insightful report detailing trends and data in contact centre outsourcing in the UK, with the support of The Knowledge Group (tkg), a fresh thinking and disruptive sourcing firm with years’ of experience in outsourcing procurement.

Addressing the impact of global outsourcing, digital trends and working models, the UK Contact Centre Outsourcing Report makes it clear that the UK outsourcing industry remains superior in its ability to deliver world-class customer experiences.

The report was launched at the Contact Centre Outsourcing Summit, hosted by the CCMA with support of tkg, in Manchester this week. The Summit was an interactive day dedicated to supporting in-house contact centre leaders navigating the sourcing and management of their outsourcing partners.

Leigh Hopwood, CEO at the CCMA, explains,

“Here at the CCMA, we are aware of the current trend in outsourcing offshore,”

“However, in the UK there is a strong and growing industry that has an exceptional reputation for providing high quality customer experiences for clients and their customers. This is coupled with the increasing attention given to looking after colleagues working on the frontline. This is good news for our industry.”

According to global outsourcing industry advisor, Peter Ryan, “for UK outsourcing from a CX angle, the market has never been more opportunistic.”

Spencer Brooks, CEO and Co-founder of tkg, agrees:

“The UK contact centre outsourcing industry is adapting quickly to customer demands through the investment in digital capabilities, the provision of multi-channel support and the performance of employee value propositions. Many organisations are more focused than ever on delivering exceptional customer experiences, whilst also balancing regulatory and ESG needs.”

The report, currently only available to members of the CCMA and tkg, provides insights into buyer trends, data related to the current UK BPO (Business Process Outsourcing) landscape, and guidance on the outsourcing procurement process. It includes five reasons why organisations are outsourcing all or part of their contact centre operations:

1. Cost and economics for delivering exceptional customer experiences

2. Plugging gaps in internal capabilities

3. Flexibility and transferring risk around business continuity and demand volatility

4. Right-shoring and balancing commercials with experiences

5. Infrastructure and interaction technology capabilities



To request a copy of the UK Contact Centre Outsourcing Report, Click Here

Those that download the report, also get access to case studies from more than ten UK contact centre outsourcing partners.

For nearly 30 years, the CCMA (Call Centre Management Association), as the longest established contact centre industry body, has been dedicated to supporting contact centre leaders across the UK. Founded on the principles of sharing best practice and networking to improve skills and knowledge, the CCMA is a thriving community that represents leaders from a huge cross-section of the industry.

Membership of the largest community in the industry offers unique opportunities, such as free annual benchmarking of 20+ KPIs, free entry into the UK National Contact Centre Awards and free tickets to the UK National Contact Centre Conference, invites to Executive Networking Dinners and exclusive events for members-only. Members also benefit from discounted training through the UK National Contact Centre Academy, the industry’s training partner.

To support the industry further, the CCMA conducts regular original research for download, including the annual Salary and Skills Guide and the Voice of the Contact Centre Consumer research, the Evolution of the Contact Centre tracking the industry’s progress and Good Practice Guides on a variety of topics.

For additional information on the CCMA view their Company Profile


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