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Insights from 100 BPO Leaders on the Biggest Challenges and Boldest Opportunities Ahead in 2025
How MaxContact can help you get ahead in your sector
A community for leaders to connect and share knowledge to achieve contact centre excellence.
Insights from over 1,000 recent customer experiences revealing what truly matters in contact centre interactions.
The State of UK Business Process Outsourcing:
Technology, AI, and Growth Strategies for 2025.
MaxContact’s latest report breaks down how UK BPOs are navigating 2025 — and what the smartest operators are doing differently.
Based on insights from 100 BPO leaders.
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What’s Inside?
▪️ AI hits priority status — 72% say it’s top of the list for 2025
▪️ Outbound is back — 65% are scaling outbound, not shelving it
▪️ Security becomes a sales tool — not just a box-tick for compliance
▪️ Tech creates tension — 55% feel competitors are outpacing them on automation
▪️ Expansion plans are bold — 95% of BPOs are growing beyond borders
Why it Matters?
The contact centre model is evolving. Whether you’re planning a move into new markets, rethinking your dialler setup, or looking for smarter ways to package services — the data in this report will help you back your instincts with evidence.
You’ll get:
- ▪️ Real stats from UK-based BPO leaders
- ▪️ Trends around AI, outbound, pricing, & security
- ▪️ Strategic insights to help benchmark your approach
What is your biggest challenge with your current pricing?
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Clear insights. Smart strategies. And a few things that might surprise you. See what’s driving change in outsourcing.