UK contact centers workforce management system usage 2017

This statistics displays the share of contact centers in the United Kingdom (UK) using workforce management systems in 2017, by size* of center. Large centers are more likely to use workforce management systems than medium and small centers, while small centers are less likely to use (or plan to use) such systems.

Usage of workforce management systems in contact centers in the United Kingdom (UK) in 2017, by size of center

Characteristic	Use now, no plans to replace/upgrade	Use now, looking to replace/upgrade	Will implement within 12 months	Will implement after 12 months	No plans to implement	Don't know
-	-	-	-	-	-	-
-	-	-	-	-	-	-
-	-	-	-	-	-	-

Download

Source

Show detailed source information?

Already a member?

Source

Use Ask Statista Research Service

Release date

November 2017

More information

Region

United Kingdom

Survey time period

June 2017 to Septmber 2017

Number of respondents

218*

Special properties

contact center managers and directors

Supplementary notes

* The source defines these size bands as follows:
Small (10 to 50 agent positions) - 76 respondents.
Medium (51 to 200 agent positions) - 81 respondents.
Large (200+ agent positions) - 58 respondents.
3 respondents did not give their size when answering the survey and, as such, were not included in size based analysis.

Figures may not sum up to 100 percent due to rounding.

Citation formats