1、UK Contact Centre Verticals:InsuranceSponsored byTransform your insurance call centre.Talkdesk streamlines the insurance experience by providing unified customer context in one platform and the ability to personalise engagement in customers preferred channels.LEARN HOWFINANCIAL SERVICES&INSURANCE|IN

2、SURANCE 3 UK Contact Centre Vertical Markets:Insurance ContactBabel 2024 Please note that all information is believed correct at the time of publication,but ContactBabel does not accept responsibility for any action arising from errors or omissions within the report,links to external websites or oth

3、er third-party content.4 CONTENTS Contents.4 List of Tables.5 UK Insurance Contact Centres:Executive Summary&Outlook.7 Introduction.8 Market Sizing.9 Structure.9 Growth.14 The Use and Effect of Omnichannel.15 Inbound&Outbound Activity.16 Technology.18 Human Resources.21 Salaries.21 Agent Attrition.2

4、2 Agent Absence.23 Operational Benchmarking.24 Call Duration.24 Speed to Answer.25 Talk Time.26 Customer Experience.27 About ContactBabel.31 5 LIST OF TABLES Figure 1:Insurance contact centres and agent positions,2010-2023.9 Figure 2:Average Insurance contact centre size,2010-2023.10 Figure 3:Insura

5、nce contact centres by size,2013/18/23.11 Figure 4:Insurance agent positions by size,2013/18/23.12 Figure 5:Insurance contact centre jobs,2013/18/23.13 Figure 6:Insurance agent positions and contact centre forecasts,2023-27.14 Figure 7:Contact centre inbound interactions by channel,2012-2023 Insuran

6、ce Sector.15 Figure 8:Insurance-number and proportion of outbound agent positions,2010-23.16 Figure 9:Outbound call types:Insurance.17 Figure 10:Insurance contact centres:use of technology,2023(vs.industry average).18 Figure 11:Insurance contact centres:use of technology,2023&2027.19 Figure 12:Avera