Two major Contact centre industry players have written the definitive study of the UK contact centre outsourcing industry, which is the most wide-ranging and detailed report available about this complex and dynamic growth area.

The report proves that when it comes down to contact centre performance, outsourced contact centres are better than in-house operations, which supports the belief of Eclipse Marketing, experts in the Contact Centre industry.

The main reasons for these results are down to quicker answer times (26 per cent lower), less talk time (10 per cent lower) and more emails being answered within an hour (27 per cent higher).

Another key finding included a predicted future growth in the contact centre outsourcing sector being more than double that of the in-house sector.

The report also included businesses’ attitudes towards outsourcing; SWOT analysis of the outsourcing sector’s future; and, the top 30 UK contact centre and BPO outsourcers by revenue.

As featured in Call Centre Helper.

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