ContactBabel: UK Finance Contact Centres

ContactBabel benchmarks the UK’s largest contact centre sector and shows where AI can cut effort without compromising security or compliance. Built for UK financial services CX leaders.

What the data shows:

• Finance service calls average 564 seconds, a third longer than the industry’s 422
• ID&V is required on 91% of inbound calls, averaging 57 seconds each
• Speed to answer has tripled since 2019, reaching 119 seconds
• First-contact resolution has fallen to 70%, down from 78% ten years ago