UK Contact Centre KPI Benchmarking Insights Report
Our in-depth report, based on a survey of 500 UK contact centre leaders, provides the crucial data and analysis you need to benchmark your performance and drive improvement across your operations.
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Download your free copy of the 2024 UK Contact Centre KPI Benchmarking Insights Report today and start your journey towards contact centre excellence.
1
What’s inside the report?
- Detailed KPI breakdowns for sales, debt collection and customer service sectors.
- Industry averages for critical metrics across sales, debt collection and customer service, including Call abandonment, Success per call, Right Party Contact (RPC) and Promise to Pay (PTP) rates; As well as Average Handle Time (AHT), First Call Resolution (FCR) and Customer Satisfaction (CSAT).
- Expert analysis on improving team performance and agent retention.
- Insights on emerging trends like AI and speech analytics.
- Practical strategies to enhance efficiency, boost customer satisfaction, and increase sales.
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2
Why download the benchmark report?
- Gain a competitive edge: Compare your performance against industry standards and identify areas for improvement.
- Optimise operations: Learn which metrics truly matter and how to leverage them for success.
- Future-proof your contact centre: Understand emerging trends and technologies shaping the industry.
- Enhance team performance: Discover strategies to motivate agents, reduce turnover, and improve productivity.
- Drive business outcomes: Learn how top performers balance efficiency with customer satisfaction to achieve results.
(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() {
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let maxBottom = -Infinity;
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computeReadingTime();
measure();
watchImages();
onScroll();
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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 });
});
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const rich = document.querySelector('#rich-text');
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if (!headings.length) { toc.style.display = 'none'; return; }
// Slugify + ensure unique IDs (handles accents like šđčćž)
const slugCounts = {};
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.trim()
.toLowerCase()
.normalize('NFD').replace(/[\u0300-\u036f]/g, '') // remove diacritics
.replace(/[^a-z0-9\s-]/g, '')
.replace(/\s+/g, '-')
.replace(/-+/g, '-');
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3
Who is this report for?
- Contact centre managers and team leaders
- Operations directors
- Customer experience professionals
- Sales and debt collection leaders
This report offers invaluable insights into the metrics that truly drive contact centre success. A must-read for any leader looking to optimise their operations." Ben Booth, CEO, MaxContact
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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)); }
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// 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);
});
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}
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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}`;
};
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toc.innerHTML = '';
headings.forEach((h, idx) => {
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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 ${idx+1}`;
a.appendChild(p);
toc.appendChild(a);
});
// Offset for fixed navs - with extra spacing for visibility
const getOffset = () => {
const nav = document.querySelector('.navbar, .w-nav, [data-nav]');
const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
const link = e.target.closest('a.content_link[href^="#"]');
if (!link) return;
e.preventDefault();
e.stopPropagation(); // Stop other event listeners
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const target = document.getElementById(id);
if (!target) return;
const targetTop = target.getBoundingClientRect().top + window.scrollY;
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history.replaceState(null, '', `#${id}`);
});
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