2025-26 UK Contact Centre KPI Benchmarking Insights Report

This document is a benchmarking insights report focused on the UK contact centre industry for the years 2025-26. It presents findings from a survey conducted with 300 contact centre decision-makers, detailing key performance indicators (KPIs) and trends relevant to the sector. The report outlines the increasing adoption of AI technologies, with over two-thirds of respondents indicating their firms are utilizing or piloting AI solutions. It also highlights concerns regarding rising agent workloads, with a reported 10% increase compared to the previous year. Additionally, the report notes a decline in first contact resolution rates in debt collection, alongside a slight decrease in sales performance metrics. Despite these challenges, the report indicates that inbound call abandonment rates have improved. The insights aim to assist contact centres in balancing quality and cost-effectiveness while navigating a competitive landscape. The report emphasizes the importance of technology investment and its impact on operational efficiency.