Gamma is proud to sponsor Contact Babel’s 2025 edition of UK Contact Centre Verticals: Public Sector!
This in-depth report provides a definitive analysis from hundreds of UK public sector contact centres, offering a unique window into one of the most important and complex verticals in the UK contact centre landscape.
The report explores how operations are evolving in response to rising citizen expectations, technology transformation, staffing pressures, and ongoing budget constraints.
What’s included?
Gain expert insight into the structure, growth, workforce trends, and technology adoption shaping public sector contact centres, including how omnichannel, AI, and self-service tools are being used (or not yet adopted) to improve efficiency, accessibility, and service quality.
Key insights
- Steady Agent Numbers, Fewer Sites: While headcount remains stable, site consolidation is increasing due to hybrid working and cost-saving initiatives.
- Voice Still Dominates: Despite digital ambitions, 72% of inbound contact still comes via live telephony.
- Technology Gaps Persist: AI and interaction analytics adoption remains limited, but growth is expected by 2028.
- Staffing Under Pressure: Attrition and absence rates are rising, placing strain on operations - even as public sector roles offer long-term stability.
If you lead or manage a public sector contact centre, this report will help you benchmark performance, identify opportunities for improvement, and plan smarter for the future.
Download your free copy now to access exclusive insights, actionable data, and forward-looking analysis tailored for public sector customer contact leaders.
