UK Contact Centre Verticals: Public Sector

UK Contact Centre Verticals: Public Sector looks at the structure, growth, technology, HR and commercial issues found in contact centres within the UK central and local government sectors.

Against the backdrop of a desire to increase government services online and a fall in budget, the public sector has struggled to realise the benefits of the latest technology. With 6m over-65s not online, and the poorest 25% of the population accessing 80% of services, the demand for live citizen support is not going to go away, and looks the most likely of any sector to be handled by phone.

The independent report from Contact Babel and sponsored by Kerv, contains data from multiple large-scale surveys of hundreds of UK contact centres, and is the definitive study of this vertical market’s customer contact operations.