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
Test Mode
This form is in Test Mode. Set as Raw html in Hubspot (Legacy Forms) before you switch off test mode.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
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
(function () {
const READ_WPM = 220; // average words per minute
const $readTime = document.getElementById('read-time');
const $progress = document.getElementById('progress-bar');
// Get all rich text elements from case_studies-sections div
function getAllRichTexts() {
const caseStudySection = document.querySelector('.case_studies-sections');
if (!caseStudySection) return [];
return Array.from(caseStudySection.querySelectorAll('.text-rich-text'));
}
const $articles = getAllRichTexts();
if (!$articles.length) return;
// --- Reading time ---
function computeReadingTime() {
let totalText = '';
// Collect text from all rich text elements
$articles.forEach($article => {
const text = ($article.innerText || $article.textContent || '').trim();
totalText += text + ' ';
});
const words = totalText.length ? totalText.split(/\s+/).length : 0;
const minutes = Math.max(1, Math.ceil(words / READ_WPM));
if ($readTime) $readTime.textContent = `${minutes} MIN READ`;
}
// --- Scroll progress ---
let startY = 0;
let endY = 0;
function clamp01(x) { return Math.max(0, Math.min(1, x)); }
function measure() {
// Calculate bounds based on all articles
let minTop = Infinity;
let maxBottom = -Infinity;
$articles.forEach($article => {
const rect = $article.getBoundingClientRect();
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const docTopToArticleTop = rect.top + scrollY;
const articleHeight = $article.offsetHeight;
minTop = Math.min(minTop, docTopToArticleTop);
maxBottom = Math.max(maxBottom, docTopToArticleTop + articleHeight);
});
const viewportH = window.innerHeight || document.documentElement.clientHeight;
startY = minTop - 16;
endY = maxBottom - viewportH + 16;
if (endY < startY) endY = startY + 1;
}
function onScroll() {
if (!$progress) return;
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const t = clamp01((scrollY - startY) / (endY - startY));
$progress.style.width = (t * 100).toFixed(2) + '%';
}
function watchImages() {
$articles.forEach($article => {
const images = $article.querySelectorAll('img');
images.forEach(img => {
if (!img.complete) {
img.addEventListener('load', () => { measure(); onScroll(); }, { once: true });
img.addEventListener('error', () => { measure(); onScroll(); }, { once: true });
}
});
});
}
computeReadingTime();
measure();
watchImages();
onScroll();
window.addEventListener('scroll', onScroll, { passive: true });
window.addEventListener('resize', () => { measure(); onScroll(); });
// Watch for changes in all articles
const mo = new MutationObserver(() => { computeReadingTime(); measure(); onScroll(); });
$articles.forEach($article => {
mo.observe($article, { childList: true, subtree: true, characterData: true });
});
})();
(() => {
const rich = document.querySelector('#rich-text');
const toc = document.querySelector('#toc');
if (!rich || !toc) return;
// Only H2s inside the Rich Text
const headings = [...rich.querySelectorAll('h2')];
if (!headings.length) { toc.style.display = 'none'; return; }
// Slugify + ensure unique IDs (handles accents like šđčćž)
const slugCounts = {};
const slugify = (str) => {
const base = (str || '')
.trim()
.toLowerCase()
.normalize('NFD').replace(/[\u0300-\u036f]/g, '') // remove diacritics
.replace(/[^a-z0-9\s-]/g, '')
.replace(/\s+/g, '-')
.replace(/-+/g, '-');
const n = (slugCounts[base] = (slugCounts[base] || 0) + 1);
return n > 1 ? `${base}-${n}` : base || `section-${n}`;
};
// Build anchors directly inside #toc
toc.innerHTML = '';
headings.forEach((h, idx) => {
if (!h.id) h.id = slugify(h.textContent || `section-${idx+1}`);
const a = document.createElement('a');
a.href = `#${h.id}`;
a.className = 'content_link';
a.dataset.target = h.id;
a.setAttribute('aria-label', h.textContent || `Section ${idx+1}`);
const p = document.createElement('p');
p.className = 'text-size-small';
p.textContent = h.textContent || `Section ${idx+1}`;
a.appendChild(p);
toc.appendChild(a);
});
// Offset for fixed navs - with extra spacing for visibility
const getOffset = () => {
const nav = document.querySelector('.navbar, .w-nav, [data-nav]');
const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
const link = e.target.closest('a.content_link[href^="#"]');
if (!link) return;
e.preventDefault();
e.stopPropagation(); // Stop other event listeners
const id = link.getAttribute('href').slice(1);
const target = document.getElementById(id);
if (!target) return;
const targetTop = target.getBoundingClientRect().top + window.scrollY;
const finalY = targetTop - 150;
// Use only smooth scroll
window.scrollTo({ top: finalY, behavior: 'smooth' });
history.replaceState(null, '', `#${id}`);
});
})();
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
(function () {
const READ_WPM = 220; // average words per minute
const $readTime = document.getElementById('read-time');
const $progress = document.getElementById('progress-bar');
// Get all rich text elements from case_studies-sections div
function getAllRichTexts() {
const caseStudySection = document.querySelector('.case_studies-sections');
if (!caseStudySection) return [];
return Array.from(caseStudySection.querySelectorAll('.text-rich-text'));
}
const $articles = getAllRichTexts();
if (!$articles.length) return;
// --- Reading time ---
function computeReadingTime() {
let totalText = '';
// Collect text from all rich text elements
$articles.forEach($article => {
const text = ($article.innerText || $article.textContent || '').trim();
totalText += text + ' ';
});
const words = totalText.length ? totalText.split(/\s+/).length : 0;
const minutes = Math.max(1, Math.ceil(words / READ_WPM));
if ($readTime) $readTime.textContent = `${minutes} MIN READ`;
}
// --- Scroll progress ---
let startY = 0;
let endY = 0;
function clamp01(x) { return Math.max(0, Math.min(1, x)); }
function measure() {
// Calculate bounds based on all articles
let minTop = Infinity;
let maxBottom = -Infinity;
$articles.forEach($article => {
const rect = $article.getBoundingClientRect();
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const docTopToArticleTop = rect.top + scrollY;
const articleHeight = $article.offsetHeight;
minTop = Math.min(minTop, docTopToArticleTop);
maxBottom = Math.max(maxBottom, docTopToArticleTop + articleHeight);
});
const viewportH = window.innerHeight || document.documentElement.clientHeight;
startY = minTop - 16;
endY = maxBottom - viewportH + 16;
if (endY < startY) endY = startY + 1;
}
function onScroll() {
if (!$progress) return;
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const t = clamp01((scrollY - startY) / (endY - startY));
$progress.style.width = (t * 100).toFixed(2) + '%';
}
function watchImages() {
$articles.forEach($article => {
const images = $article.querySelectorAll('img');
images.forEach(img => {
if (!img.complete) {
img.addEventListener('load', () => { measure(); onScroll(); }, { once: true });
img.addEventListener('error', () => { measure(); onScroll(); }, { once: true });
}
});
});
}
computeReadingTime();
measure();
watchImages();
onScroll();
window.addEventListener('scroll', onScroll, { passive: true });
window.addEventListener('resize', () => { measure(); onScroll(); });
// Watch for changes in all articles
const mo = new MutationObserver(() => { computeReadingTime(); measure(); onScroll(); });
$articles.forEach($article => {
mo.observe($article, { childList: true, subtree: true, characterData: true });
});
})();
(() => {
const rich = document.querySelector('#rich-text');
const toc = document.querySelector('#toc');
if (!rich || !toc) return;
// Only H2s inside the Rich Text
const headings = [...rich.querySelectorAll('h2')];
if (!headings.length) { toc.style.display = 'none'; return; }
// Slugify + ensure unique IDs (handles accents like šđčćž)
const slugCounts = {};
const slugify = (str) => {
const base = (str || '')
.trim()
.toLowerCase()
.normalize('NFD').replace(/[\u0300-\u036f]/g, '') // remove diacritics
.replace(/[^a-z0-9\s-]/g, '')
.replace(/\s+/g, '-')
.replace(/-+/g, '-');
const n = (slugCounts[base] = (slugCounts[base] || 0) + 1);
return n > 1 ? `${base}-${n}` : base || `section-${n}`;
};
// Build anchors directly inside #toc
toc.innerHTML = '';
headings.forEach((h, idx) => {
if (!h.id) h.id = slugify(h.textContent || `section-${idx+1}`);
const a = document.createElement('a');
a.href = `#${h.id}`;
a.className = 'content_link';
a.dataset.target = h.id;
a.setAttribute('aria-label', h.textContent || `Section ${idx+1}`);
const p = document.createElement('p');
p.className = 'text-size-small';
p.textContent = h.textContent || `Section ${idx+1}`;
a.appendChild(p);
toc.appendChild(a);
});
// Offset for fixed navs - with extra spacing for visibility
const getOffset = () => {
const nav = document.querySelector('.navbar, .w-nav, [data-nav]');
const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
const link = e.target.closest('a.content_link[href^="#"]');
if (!link) return;
e.preventDefault();
e.stopPropagation(); // Stop other event listeners
const id = link.getAttribute('href').slice(1);
const target = document.getElementById(id);
if (!target) return;
const targetTop = target.getBoundingClientRect().top + window.scrollY;
const finalY = targetTop - 150;
// Use only smooth scroll
window.scrollTo({ top: finalY, behavior: 'smooth' });
history.replaceState(null, '', `#${id}`);
});
})();
