2024 UK Contact Centre KPI Benchmarking Insights Report

Is your contact centre measuring up against your competitors?

This in-depth report, based on a survey of 500 UK contact centre leaders, provides the crucial data and analysis you need to benchmark your performance and drive improvement across your operations.

Whats inside the report?

• Detailed KPI breakdowns for sales, debt collection and customer service sectors
• Industry averages for critical metrics across sales, debt collection and customer service, including Call abandonment, Success per call, Right Party Contact (RPC) and Promise to Pay (PTP) rates; As well as Average Handle Time (AHT), First Call Resolution (FCR) and Customer Satisfaction (CSAT)
• Expert analysis on improving team performance and agent retention
• Insights on emerging trends like AI and speech analytics
• Practical strategies to enhance efficiency, boost customer satisfaction, and increase sales

Why download the benchmark report?

• Gain a competitive edge: Compare your performance against industry standards and identify areas for improvement
• Optimise operations: Learn which metrics truly matter and how to leverage them for success
• Future-proof your contact centre: Understand emerging trends and technologies shaping the industry
• Enhance team performance: Discover strategies to motivate agents, reduce turnover, and improve productivity
• Drive business outcomes: Learn how top performers balance efficiency with customer satisfaction to achieve results