UK Contact Centre Performance Review 2025
The landscape of UK contact centres is shifting dramatically. Are your operations, technology, and compensation strategies keeping pace with the best in the industry?
We’re excited to release the UK Contact Centre Performance Review 2025, powered by CGI—the most comprehensive benchmarking report of the year. This year’s review offers unparalleled visibility into the data that determines success, from rising salaries to the real-world impact of hybrid work and AI adoption.
Inside the 2025 Report, You Will Discover:
📈 The New Pay Benchmark: The average agent starting salary has increased by 9.18% to £26,260.22. See how retention rates drop by over 9% for centres paying below this average.
🏡 The State of Hybrid Work: With 83% of centres now hybrid, find out the most common office attendance requirements and the clear link between flexible working and higher employee engagement (85% average).
⚙️ Operational Excellence: While CSAT and NPS are up, why did the average Customer Effort Score (CES) drop to 63%? We analyze why delivering a low-effort experience is becoming the industry’s biggest challenge.
🤖 Tech Adoption & Focus: Where is the industry placing its investment? Get clarity on the top challenges—now focused on technology integration and ROI justification—and why Voice contact is surging to 81.9% of total volume despite automation being a key ambition.
This report is essential reading for any leader looking to reduce attrition, optimise customer effort, and strategically plan their technology roadmap for 2025 and beyond.
Download the UK Contact Centre Performance Review 2025 now and benchmark your success:
Register to receive your FREE copy of the report.
Complete the short form to register your interest in receiving your FREE copy of the Benchmarking Report when it is published.
How will we use the data?
Any data shared with the UKCCF and CGI will only be used for the sole purpose of generating your benchmarking report and will not be shared further and will be deleted once the final feedback sessions have been held and the benchmarking reports have been shared. Sharing the data should not be too time consuming as all of the performance metrics being measured should be KPIs that you typically monitor on a frequent basis in your contact centre. If you do not measure any of the KPIs, just make us aware on the spreadsheet that you share, and we will remove this in your personalised report. We will be collecting data ranging from January – December 2023 to enable us to give as much insight to you as possible in terms of trends in your industry as possible. All data that we collect will be anonymised in the report to provide you insights into regional and industry trends. You will not see the names of any other organisation that participates, and they will not be able to see yours.
Register to receive your FREE copy of the report
Complete the short form to register your interest in receiving your FREE copy of the Benchmarking Report when it is published.
Click HereFor more information, or if you have any questions about the UK Contact Centre Performance Review, please email: benchmarking@uk-ccf.co.uk or complete the form below and one of the team will contact you.