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The UK Contact Centre Decision-Maker’s Guide 2019-20

Graphic showing how contact centers of different sizes use different information management systems

The success or otherwise of contact centres has traditionally been measured by observation of key metrics, usually related to cost and efficiency. These metrics have included average call length, average speed to answer, percent of calls answered within a certain time, etc.

While these figures are a useful and still widely acknowledged and understood benchmark, times are changing. Many contact centres now try to measure the effectiveness of their operation by tracking metrics such as first-time call resolution and customer satisfaction levels. Although, there are no standard measures or agreements on what constitutes a satisfied customer or fully-resolved call.

To better understand these new metrics, PCI Pal partnered with ContactBabel to bring you the The UK Contact Centre Decision-Maker’s Guide 2019-20.

In it, we explore:

  • Use of management information systems, by contact centre size and vertical market
  • The top 3 contact centre metrics, by contact centre size
  • Five ways contact centres can secure incoming payments
  • A comparison of historical average speed to answer & call abandonment rates for 2004-19
  • And more!

For more interesting data and industry insights, download The UK Contact Centre Decision-Maker’s Guide today.

Read White Paper (pdf)

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