Shape the Future of Our Industry:
Participate in the 2026 UKCCF Contact Centre Review
Building on the success of our previous benchmarking reports, we are excited to announce the launch of the 2026 UKCCF Contact Centre Performance Review survey.
In an industry that is more demanding and dynamic than ever, reliable benchmarking data is a critical tool for reflection, growth, and informed decision-making. Your participation ensures that we can continue to provide the comprehensive insights that help our community identify opportunities and inspire future developments.
Why your input matters: Last year’s report saw an 85% increase in data volume, allowing us to deliver a more impactful set of findings across a diverse range of sectors, including Financial Services, Public Sector, Retail, and Healthcare. By contributing this year, you help us paint an even clearer picture of the UK landscape.
Key insights from the 2025 Report:
Last year’s data highlighted several critical trends that are shaping our operations today:
- The Value of In-House Teams: Internal teams outperformed outsourced counterparts in key areas, achieving higher average CSAT scores (88% vs 78%) and stronger Net Promoter Scores (50 vs 44).
- The Rise of AI: While AI currently represents just 0.4% of overall contact volumes, there is a massive appetite for growth, with 57% of respondents planning to adopt AI and automation technologies in the coming year.
- Salaries & Retention: The average agent starting salary rose by 9.18% to £26,260.Notably, centres paying above-average salaries saw significantly lower attrition (18% vs 27.1%) and 6% higher employee engagement.
- Hybrid Working Maturity: Flexibility is becoming the standard, with 83% of contact centres now operating a hybrid model, most commonly requiring staff in the office two days per week.
The benefits of participating:
By participating you will receive:
- An independent and objective review of your performance, benchmarked against peers
- Insights on areas of focus and improvement.
- A personalised report and feedback session where we will provide recommendations, and suggestions around the direction and structure of your continual service improvement activity.
The Process
- If you are interested in participating, CLICK HERE and fill out the form. This should be really easy to complete and will take you no more than 5-10 minutes.
- Once you have completed the form, we will send you a short questionnaire via email for your KPI data.
- You will then have up until the close of business on Friday 15th May 2026.
- Once received, our partners CGI, will begin creating your personalised benchmarking report.
- UKCCF and CGI will hold a virtual feedback session to share the findings with you along with bespoke recommendations of areas you could look to focus on within the next 12 months.
- The report will be shared with you. We are aiming for all virtual sessions and reports to be shared with you by end of Summer 2026.