UK Contact Centre HR & Operational Benchmarking Report

The 2024 UK Contact Centre HR & Operational Benchmarking Report” provides unique research based on surveys with 225 UK customer contact operations, giving detailed information on:

√ Salaries and bonuses for new agents, experienced agents, team leaders/supervisors and contact centre managers

√ Contact Centre Agent attrition and absence rates

√ Recruitment costs and key agent attributes

√ Expected agent growth rates in 2024

Key operational metrics include:

√ Average speed to answer

√ Call abandonment

√ Call duration

√ Agent occupancy / activity rates

√ First-contact resolution rate

√ Call transfer rates

√ Cost per call/email/web chat/social interaction.

Data are segmented by vertical market, size, activity and contact centre type, with historical data and future trends.



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ContactBabel is the contact centre industry expert, helping US and UK contact centres compare themselves to their closest competitors so they can understand what they are doing well, what needs to improve and how they can do this. Our ongoing primary research helps businesses understand how technology, people and process best fit together, and how they will work collectively in the future.

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