Highlights From the 2023 UK Contact Centre Decision-Maker’s Guide
The cost of a phone call is substantially higher than email and almost double the cost of web chat at an average of £6.55.
The vast majority (79%) of content contact in the United kingdom have adopted at least one cloud-based application.
The rate of call abandonment has reached a new peak ; it is currently at 9.1%.
The average speed to answer is 120 seconds - highest ever recorded.
