What Contact Centres Are Doing Right Now - 2025 Autumn Survey

Have your say into how contact centres are being managed in 2025.

We're excited to launch our 2025 benchmarking survey, which will help us uncover the latest insights and initiatives in the contact centre.

With insights built on your data, the 2025 edition of “What Contact Centres Are Doing Right Now’ is the most extensive study of customer contact operations.

This is your chance to benchmark your contact centre against others and be in with a chance of winning a Shark Matrix Plus 2-in-1 Robot Vacuum Cleaner worth £299.

Thank you for taking the time to answer the questions below....

Question Title

* 1. What is the Size of Your Contact Centre?

0 - 30 seats

31 - 50 seats

51 - 100 seats

101 - 200 seats

201 - 400 seats

401 - 999 seats

1000+ seats

Question Title

* 2. What Technology Do You Have in Your Contact Centre?

	Have	On Wish List	Don't Have
ACD / Call Routing	ACD / Call Routing Have	ACD / Call Routing On Wish List	ACD / Call Routing Don't Have
AI	AI Have	AI On Wish List	AI Don't Have
Call Back from Queue Solution	Call Back from Queue Solution Have	Call Back from Queue Solution On Wish List	Call Back from Queue Solution Don't Have
Call Recording	Call Recording Have	Call Recording On Wish List	Call Recording Don't Have
Call Scripting	Call Scripting Have	Call Scripting On Wish List	Call Scripting Don't Have
Chatbot	Chatbot Have	Chatbot On Wish List	Chatbot Don't Have
Customer Feedback Solution	Customer Feedback Solution Have	Customer Feedback Solution On Wish List	Customer Feedback Solution Don't Have
Customer Service Smartphone App	Customer Service Smartphone App Have	Customer Service Smartphone App On Wish List	Customer Service Smartphone App Don't Have
Desktop Consolidation	Desktop Consolidation Have	Desktop Consolidation On Wish List	Desktop Consolidation Don't Have
GenAI Copilot for Agents and Supervisors	GenAI Copilot for Agents and Supervisors Have	GenAI Copilot for Agents and Supervisors On Wish List	GenAI Copilot for Agents and Supervisors Don't Have
Headsets	Headsets Have	Headsets On Wish List	Headsets Don't Have
Interaction / Speech Analytics	Interaction / Speech Analytics Have	Interaction / Speech Analytics On Wish List	Interaction / Speech Analytics Don't Have
IVR	IVR Have	IVR On Wish List	IVR Don't Have
Knowledge Base	Knowledge Base Have	Knowledge Base On Wish List	Knowledge Base Don't Have
Performance Management / Quality Monitoring	Performance Management / Quality Monitoring Have	Performance Management / Quality Monitoring On Wish List	Performance Management / Quality Monitoring Don't Have
Predictive Dialler	Predictive Dialler Have	Predictive Dialler On Wish List	Predictive Dialler Don't Have
Proactive SMS Messaging	Proactive SMS Messaging Have	Proactive SMS Messaging On Wish List	Proactive SMS Messaging Don't Have
Process Automation	Process Automation Have	Process Automation On Wish List	Process Automation Don't Have
Single Queue Across All Channels	Single Queue Across All Channels Have	Single Queue Across All Channels On Wish List	Single Queue Across All Channels Don't Have
Social Media Engagement	Social Media Engagement Have	Social Media Engagement On Wish List	Social Media Engagement Don't Have
Voice Biometrics	Voice Biometrics Have	Voice Biometrics On Wish List	Voice Biometrics Don't Have
Voice of the Customer / Customer Survey	Voice of the Customer / Customer Survey Have	Voice of the Customer / Customer Survey On Wish List	Voice of the Customer / Customer Survey Don't Have
Wallboards	Wallboards Have	Wallboards On Wish List	Wallboards Don't Have
Workforce Management Software	Workforce Management Software Have	Workforce Management Software On Wish List	Workforce Management Software Don't Have

If you use any other contact centre technologies, let us know what they are in the comments section below.

Question Title

* 3. What Is Your Mix of Contact Channels?
Please indicate the percentage using a whole number. (answers need to add up to 100%)

Voice (Inbound) - …%

Voice (Outbound) - …%

Chatbots - …%

Email - …%

Letters - …%

Live Chat - …%

Self-Service - …%

SMS - …%

Social Media - …%

Video Chat - …%

Voicebots - …%

WhatsApp - …%

Other %

Question Title

* 1. What is the Size of Your Contact Centre?

Question Title

* 2. What Technology Do You Have in Your Contact Centre?

Question Title

* 3. What Is Your Mix of Contact Channels?Please indicate the percentage using a whole number. (answers need to add up to 100%)

* 3. What Is Your Mix of Contact Channels?
Please indicate the percentage using a whole number. (answers need to add up to 100%)