The 2020 Report is now open!

Following the success of the 2019 report, the 2020 Contact Centre Best Practice Report's surveyis now open.  

This report provides your Contact Centre unique and important insights as to how it is performing against your peers, competitors and the Contact Centre industry.  

By contributing you are furthering the knowledge of decision makers as well as giving an advantage to your organisation. In addition a free presentation of the report's insights will be given to you and your team.

 To participate just go to this link, your input is greatly valued!  The 2019 Contact Centre Best Practice Report was collated from over 100 different data points.In particular, we looked at areas that remained a bit of a mystery. Things like onboarding processes, training budgets,average UPA, sales conversion, team sizes, back of house roles and ways of working, plus: 

 If you would like to request a copy of the 2019 report please contact James Witcombe via email: or complete this form: