The CCMA (Contact Centre Management Association) has today published its comprehensive report into the UK’s Business Process Outsourcing (BPO) sector, with a number of key trends revealed.
Now in its third year, the UK Contact Centre Outsourcing Report is supported by key industry insights and trend analysis from The Knowledge Group (tkg).
One important trend identified in the report is that enterprises are increasingly adopting new approaches to how they allocate outsourcing budgets, with buyers shifting their focus from transactional vendor relationships to strategic partnerships and favouring outcome-based pricing and integrated innovation.
More investment is being directed towards value-added services such as advanced analytics, cognitive AI and consulting.
Social value and Environmental, Social, and Governance (ESG) factors are also increasingly critical in procurement decisions, alongside cost-efficiency.
Leigh Hopwood, CEO for CCMA says the report identifies that the UK’s outsourcing sector continues to evolve beyond traditional models.
“Organisations are navigating a landscape of continual disruption led by ever-changing macroeconomic events.
“Against this backdrop, outsourcing can often emerge as a strategic lever for agility and resilience. But as we always discover from producing this report, it’s the collaboration, expertise, and adaptability of a world-class partner that can make all the difference.”
Spencer Brooks, Group MD and Co-Founder of tkg added,
“Since last year’s report so much has happened in our industry that this year’s report makes for vital reading once again.
“Having comprehensively dug into the numbers, talked to industry insiders and tracked what’s really moving the needle in the UK contact centre industry from buyers’ and suppliers’ perspectives – it’s exciting to now be able to share the results. This year’s edition is packed with insights you won’t want to miss – from emerging trends and shifting market dynamics to surprising data points that challenge the status quo.”
To download the full research report Click Here
For more than 30 years, the CCMA has been dedicated to supporting contact centre professionals. We continuously push ourselves to do more for our thriving membership base, which is the largest community of contact centre professionals in the UK. The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations – and we live by that to this day.
We give those that work in contact centres the chance to discuss ideas and share experiences through member-only Special Interest Groups and online and in-person events. Members are invited to become Accredited through the Contact Centre Standards Framework and get independent guidance on where to focus for improvements. There is also the opportunity to benchmark the operation against 25+ KPIs. The CCMA Academy gives everyone a structured learning opportunity to support both personal and professional development for the benefit of their operation.
And of course, we celebrate the progress our industry is making through the UK National Contact Centres Awards. Those that win go on to share their stories through channels such as the UK National Contact Centre Conference, Best Practice Visits and CareerTalk. They are invited to input into the Special Interest Groups and other events.
For additional information on the CCMA view their Company Profile
