2020-21 UK Contact Centre Decision Makers Guide

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ContactBabel recently launched The 2020-21 UK Contact Centre Decision-Makers’ Guide, based on surveys with 233 UK organisations and 1,000+ interviews with UK consumers.

The findings of ContactBabel’s research are reported by vertical market and contact centre size, so organisations can compare their contact centre performance and plans with similar organisations.

Covering all aspects of performance, technology, HR and strategy, the report shows how the UK contact centre industry is coping with extremely challenging times, and what it’s planning for the future.

At a whopping 400+ pages, the report contains a wealth of detailed information the spans multiple sectors and business services, from finance to manufacturing, media to utilities, and much more. Public and private sector organisations are represented, providing a comprehensive view of the customer service landscape across the UK.

Given RingCentral’s role in helping organisations shape the future of work, our particular area of current interest was remote working and the connected enterprise. It’s clear how much of a role remote work has played in our lives this year and, despite the hope for distancing regulations to eventually be relaxed, the remote work ‘experiment’ of 2020 has changed the way we will work for years to come.

It’s therefore imperative for organisations to find ways to get the best out of the remote working opportunity. For example: flexible scheduling, follow-the-sun support, access to talent unbound by geographic location, and of course better work-life balance for employees. To do this, businesses need to change their approach to workforce engagement and measurement of productivity: keeping teams engaged and connected while remote working is essential to thriving in the new era of work.

Get your copy of ContactBabel's comprehensive contact centre report

The RingCentral-sponsored chapter Remote working and the connected enterprise contains information that can help organisations benchmark their current situation and activities in their sector, creating a base from which to plan future engagements.

Highlights include:

  • 69% of UK contact centres now use at least one cloud-based application
  • The average cost of an inbound call is £4.55, 77% more than web chat
  • Web chat usage has risen by 58% over the past year
  • 74% of UK contact centre agents are still based at home
  • 42% of contact centres reported a drop in service level
  • 92% of businesses say AI will be important to their contact centre

The rapid rise in senior customer experience professionals comes as a result of businesses acting on the understanding that their customer contact is key to their business’s overall success.

We’ll be publishing a more detailed overview of Remote working and the connected enterprise right here on the blog, next week.

In the meantime, contact RingCentral to help you manage change, thrive in the current climate, and embrace future requirements to reduce service costs, increase your customer satisfaction score and keep your employees happy.

Download The UK Contact Centre Decision-Makers' Guide 2020-21
Patty Yan

Author

Patty is the EMEA Product Marketing Manager for RingCentral Office, the leader in cloud communications solutions. Patty is passionate about creating value and differentiation, ensuring a better experience for customers and partners. She gained a wealth of international product marketing, product management, GTM and market development experience, across a range of high-tech SaaS in a fast-paced, hyper-growth environment that assumes both strategic and tactical execution. She is not new to UC, starting in Tandberg, then Cisco, driving the launch of video collaboration and services, and Enghouse with global responsibilities for hosted CCaaS. Patty also has significant experience in brand management and services marketing within companies such as Vodafone, Tektronix, McDermid, Xerox and F1 racing sponsorships.

In her spare time, Patty likes to experiment with food from around the world. On the weekends, she was a volunteer Mandarin teacher for the local community for ten years running. She loves art, travelling and going to the gym.

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