UK Contact Centre Vertical Markets: Retail & Distribution (2024)

The retail and distribution sector has historically had the largest number of contact centre operations, although this is now declining. This vertical market includes catalogue/direct mail retailers (which tend to be the largest in this sector, package couriers, High Street retail support and niche retailers. There has been a great deal of upheaval across the industry, with most of the catalogue companies announcing major job losses in the past decade, and major High Street brands struggling to compete or closing entirely. The sector has been an enthusiastic user of outsourced customer contact, which shows in the decline in agent position and contact centre numbers.

See how your efforts stack up in the latest UK Contact Centre Vertical Markets: Retail & Distribution report. Leveraging data from multiple large-scale surveys of retail contact centres in the UK, this study takes an in-depth look at operations and trends.

Download the ContactBabel report and learn:

• Trends in size, structure, and growth of retail contact centres
• Contact centre within the retail sector benchmarked against the larger contact centre industry
• Technology adoption trends within retail call centres