1、UK Contact Centre Verticals:FinanceSponsored by 2 UK Contact Centre Vertical Markets:Finance 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 re

2、port,links to external websites or other third-party content.Deliver a seamless client experience.Talkdesk helps banks elevate CX through connected,intelligent,and secure interactions on their clients channel of choice.FINANCIAL SERVICES&INSURANCE|BANKINGLEARN MORE 4 CONTENTS Contents.4 List of Tabl

3、es.5 UK Finance 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.17 Technology.19 Human Resources.21 Salaries.21 Agent Attrition.22 Agent Absence.23 Operational Benchmarking.24 Call Duratio

4、n.24 Speed to Answer.25 Talk Time.26 Customer Experience.27 About ContactBabel.32 5 LIST OF TABLES Figure 1:Finance contact centres and agent positions,2010-2023.9 Figure 2:Average Finance contact centre size,2010-2023.10 Figure 3:Finance contact centres by size,2013/18/23.11 Figure 4:Finance agent

5、positions by size,2013/18/23.12 Figure 5:Finance contact centre jobs,2013/18/23.13 Figure 6:Finance agent positions and contact centre forecasts,2023-27.14 Figure 7:Contact centre inbound interactions by channel,2012-2023 Finance Sector.15 Figure 8:Finance-number and proportion of outbound agent pos

6、itions,2010-23.17 Figure 9:Outbound call types:Finance.18 Figure 10:Finance contact centres:use of technology,2023 vs.industry average.19 Figure 11:Finance contact centres:use of technology,2023&2027.20 Figure 12:Average Finance agent salaries,2010-23.21 Figure 13:Average Finance annual agent attrit