We surveyed senior leaders across UK BPOs to understand the biggest opportunities and challenges facing the industry. This report provides data-driven insights to help you benchmark your operations and identify strategic priorities.
Key findings
How BPOs are implementing AI while maintaining service quality
The real impact of workforce challenges on operational performance
Client expectations around technology and service delivery
Investment priorities for growth and efficiency
Pricing pressures and margin management strategies
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DOWNLOAD DETaILS
Based on insights from 100 BPO leaders, discover the highlights of the report below or download to read the full insights.
1
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
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2
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
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