Contact Centre Reality Check: Are Your KPIs Still Fit For Purpose?

Q2 is the natural point to ask whether your contact centre is set up for success this year. Are your targets realistic? Are you tracking the metrics that actually matter for your operation? Are you focused on the right things?

This free 45-minute session is designed to help you answer those questions - using real benchmark data from 300 UK contact centre decision makers to give context to your own numbers

📅 Tuesday 28th April

⏱️12:00pm - 12:45pm

What this session covers:

1. Where the sector stands right now

Economic pressures, rising agent workloads and the growing gap between operations investing in AI and those that aren't. The context your own performance sits inside.

2. The benchmark data - by function

Key KPI's for outbound, debt collection, sales and inbound teams with year-on-year comparisons. Not to tell you what your numbers should be, but to provide a reference point to work from.

3. Are your KPI's actually fit for purpose?

Why the sector average is rarely the right target. How to read your numbers against your own context- sector, team size, campaign type. Why agent data is a leading indicator worth tracking alongside your operational KPIs.

4. Where the top operations are focusing in 2026

The three investment areas where the highest-performing contact centres are pulling ahead- and what that means practically for how you run your floor in Q2 and beyond.

5. Your questions

Bring what's on your mind. Kayleigh Tait and Drew Naylor from MaxContact will take questions live in the Q&A section.

Who should attend

• Contact centre and operations leaders reviewing Q1 performance
• Heads of sales, debt collection and customer care teams
• Anyone setting KPI targets or technology investment priorities for Q2 2026

Register now to secure your spot. Can't make it ? Register anyway and receive the recording straight to your inbox within 24 hours of the live webinar.

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