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Make every conversation count

Empower every agent. Improve every outcome. Increase every conversation’s value, with MaxContact’s AI-powered Customer Engagement platform built for commercial impact.

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Industry Insights
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The 2026 UK Contact Centre Conduct Risk Report

Independent research with 285 FCA-regulated UK contact centre managers and directors. Covers detection, commercial pressure, cost, and time-to-consequence - with five questions for your next Consumer Duty board report.

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Industry Insights
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85.6% are confident they could evidence fair treatment under Consumer Duty if the FCA reviewed them tomorrow.

54.0% have found a compliance breach or harm issue outside their routine QA sample. For 16.5%, it has happened more than once.

31.2% paid £50,000 or more in regulatory fines in the last twelve months.

3.08 days is the average time between a call and the agent getting feedback on it. Only 10.9% manage it inside a day.

77.5% agree that pushing sales or collections performance increases compliance risk — and it's the leaders setting those targets telling us so.

Confidence is high. Detection is patchy. The gap between them is already on the balance sheet.

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Industry Insights
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The UK Contact Centre Regulatory Guide 2025–2027

A practical, regulation-by-regulation guide for compliance and risk managers in UK contact centres. Covers 10 regulatory areas, with action checklists, deadline summaries, and links to every primary source.

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  • £17.5 million — the new maximum fine for PECR breaches, up from £500,000. A thirty-five-fold increase that changes the risk calculation for every outbound operation.
  • £500,000 personal liability - company directors can now be held individually liable for serious data protection breaches under the Data (Use and Access) Act 2025.
  • 2 August 2026 - the date EU AI Act transparency obligations take effect, including chatbot disclosure and human escalation requirements for any UK contact centre serving EU customers.
  • 4 cross-cutting FCA reviews running through 2026, examining whether firms can prove - with evidence, not policy documents - that customers are getting good outcomes.

This isn’t a future risk. It’s happening now. The guide breaks down each regulation, explains what’s new, and gives you a clear action list.

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Industry Insights
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2025/26 UK Contact Centre KPI Benchmarking Insights Report

A comprehensive benchmark of key contact centre metrics and insights, providing the context needed to set realistic, competitive performance targets.

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Industry Insights
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  • 41% of contact centres say meeting KPIs is harder than last year
  • 1 in 3 teams report declining customer patience and rising workload
  • Top performing contact centres outperform the UK average by 25–40% across multiple KPIs

If you’re planning targets, resource, or deciding where to invest for 2026, this report gives you the clarity you need.

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client stories

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Financial Services
AI-powered conversation analytics for Honey Group

We spoke to call centre manager Karl Burke to learn more about how Conversation Analytics by MaxContact has been the right partner for the next level of The Honey Group’s evolution.

Financial Services
Revenue Generation
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Who:

  • Honey Group, an estate planning and legal services company
  • Contact centre with 40+ staff
  • Booking appointments for 90+ active sales consultants

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What:

  • Needed to improve call outcomes, agent performance, and compliance monitoring
  • Wanted to review all calls without the need to dramatically increase the size of the Quality Control team
  • Wanted to enhance call success conversion rates and provide better insights for training and development

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Outcome:

  • Implemented Conversation Analytics by MaxContact for speech analytics and call transcription
  • Gained valuable insights into agent performance and call topics
  • Improved ability to identify training needs and optimise call centre operations
  • Gained ability to review 100% of conversations automatically

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BPO
How ICX Streamlined QA Processes with Conversation Analytics

ICX has transformed its approach to quality monitoring and compliance with MaxContact’s Speech Analytics solution.

BPO
Service & Support
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ICX, a prominent player in the automotive industry, has transformed its approach to quality monitoring and compliance with MaxContact’s Speech Analytics solution. Within months of implementation, the team has achieved significant efficiency gains while improving their ability to monitor compliance at scale. The solution has enabled ICX to move away from fully manual, time-intensive call reviews. Conversation Analytics intelligently identifying calls that are more likely to require attention - allowing quality assessors to prioritise reviews and focus on strategic improvements instead of sifting through every interaction.

Insurance
Protector Insurance: Better Visibility, Stronger Performance

Find out how Protector Insurance used MaxContact to improve reporting, monitoring and service levels — achieving 99% of calls answered within 20 seconds.

Insurance
Insurance
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Protector is a growing insurance organisation operating across three core lines: liability, property, and motor fleet. With more than 200 UK-based employees and continued monthly onboarding, the business is expanding steadily across the UK and Europe, with offices in Manchester, London, Birmingham, the Nordic countries, and Paris.

Its UK phone operations is centred around claims handling teams based primarily in Manchester, where the teams manage large volumes of inbound and outbound calls each day. Team leaders support claim handlers through coaching, performance management, and service level oversight.

As the business grew, Protector needed a customer engagement solution that offered greater flexibility, stronger reporting, and more usable functionality than its previous provider. MaxContact now supports that operation with improved data access, real-time dashboards, and emerging AI adoption that are helping shape the next stage of development.

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FREQUENTLY ASKED QUESTIONS

Frequently asked questions ordered by popularity. Remember that if the visitor has not committed to the call to action, they may still have questions (doubts) that can be answered.

Are payments processed within the MaxContact system?

No. Payment data is encrypted and sent directly to PCI DSS Level 1 certified payment providers. Card details never enter or are stored within your MaxContact contact centre environment, ensuring maximum security and compliance.

Better Ways to Surface Insight Leaders Can Act On

New Look Dashboards (Discovery)

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Leaders often struggle to turn dashboards into decisions, spending too much time interpreting data instead of acting on it. New Look Dashboards is focused on exploring how insight can be made clearer, more intuitive and easier to navigate, so performance issues and trends are easier to spot without deep analysis. The goal is to reduce cognitive load and make every day insight more usable for operational decision-making.

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This initiative is currently in discovery and design, testing different approaches to layout, visualisation and interaction to understand what genuinely helps users find and act on insight faster. This work will inform future dashboard improvements, ensuring any changes are grounded in real user needs and measurable value.

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Can agents access their own quality scores?

Agents have self-service access to their scores, feedback, and improvement recommendations through intuitive dashboards. This transparency drives engagement and accelerates performance improvement.

Can agents handle emails alongside phone calls and chat?

Yes. MaxContact's unified agent interface allows your team to handle emails, phone calls, web chat, WhatsApp, SMS, and social messages in one place. Agents can switch between channels seamlessly, and managers can control how many concurrent interactions each person handles across different channel types.

Can agents handle multiple channels at the same time?

Yes, agents can manage voice calls alongside digital conversations like webchat and WhatsApp. Our Contact Hub interface makes it easy to handle multiple interactions whilst maintaining quality and ensuring customers get quick responses.

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Can agents handle WhatsApp alongside phone and email?

Yes. The MaxContact Contact Hub interface allows agents to handle WhatsApp conversations alongside phone calls, emails, SMS, webchat, and Facebook Messenger. Agents switch between channels seamlessly, and managers control concurrent conversation limits. Complete customer history is visible regardless of channel used.