Transcription of UK Contact Centres: 2016-2020
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UK Contact Centres: 2016-2020
UK Contact Centres: 2016 -2020. The State of the Industry & Technology Penetration (13th edition). The reality of your market today - and in the future Market sizing: 4,000+ UK operations analysed, with market segments tracked over 13 years Detailed segmentation: 15 vertical markets, 7 size bands, 12 regions Forecasts until 2020 for agent positions, Contact centres, jobs and technology penetration Technology penetration rates: 15 technologies, by vertical and size band with forecasts Published December 2015. Key findings There are 6,200 Contact centres in the UK, with Outbound calling activity has declined 734,000 agent positions. considerably to , from in 2004, although more service-focused outbound calls are After the UK Contact centre industry's decline in being made. 2009 - both in terms of Contact centres and agent positions 2011 - 2014 saw a steady increase after 2010's tentative growth, with this year seeing a lower rise in headcount and operations. of inbound interactions to Contact centres are via email.
UK Contact Centres: 2016-2020 The State of the Industry & Technology Penetration (13th edition) The reality of your market today - and in the future Market sizing: 4,000+ UK operations analysed, with market segments tracked over 13 years Detailed segmentation: 15 vertical markets, 7 size bands, 12 regions Forecasts until 2020 for agent positions, contact centres, jobs and technology penetration
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