The UK Contact Centre Decision-Makers' Guide


1. Introduction

The 2019/20 UK Contact Centre Decision-Makers' Guide 

UK-based contact centres with over 10 agent positions are invited to participate in the research programme for "The 2019/20 UK Contact Centre Decision-Makers' Guide" - the 17th annual report of this kind.


In this survey, hundreds of UK contact centres of all sizes and types provide information about their operations, technology, performance and strategy. All data are entirely confidential, and will be reported only in aggregated form. No participant will be identified as having taken part in the research programme.


At the bottom of each page, you are given the option to save the survey so that you can continue later if you do not wish to complete this survey in a single session.

To exit the survey and return later, please click the 'Save and Continue Later' button, follow the instructions on-screen and an email link will be sent to you. You may pass this link elsewhere in your organisation if others will be completing parts of the survey.

You may also download a copy of the questionnaire, including any answers which you have provided, at the end of the survey. 

As thanks for your participation, in October 2019 you will be provided with an electronic copy of the full report for your company's use. Non-participants in the research will be charged £295 for access to the separate detailed HR & Operational Performance benchmarking sections, but research participants will also receive this free of charge in October.

The deadline for completion is Friday 27th September 2019.

Thank you very much for your time and support.

Please answer the following question and click the 'Next Page' button to begin.

1. Do you have a UK-based contact centre with more than 10 seats?