MaxContact has reported a widening gap between contact centre performance indicators and how customers feel about the service they receive, despite little change in headline inbound metrics across the UK sector.
The Manchester-based contact centre platform provider analysed a survey of 300 UK contact centre leaders for its 2025-26 UK Contact Centre KPI Benchmarking Insights Report. It found that measures such as abandonment, average handle time and speed of answer have stayed close to last year's levels, even as managers report cost pressure and higher agent workloads.
MaxContact also cited earlier consumer research suggesting many customers are ready to switch suppliers after a poor contact centre interaction. It described the mismatch as a "perception gap": stable KPIs alongside rising customer frustration.
Stable inbound
The report found an average inbound call abandonment rate of 4.1%, down from 4.4% in 2024. Average handle time was 7.8 minutes, unchanged year on year. Speed of answer averaged 17.4 seconds, compared with 17.1 seconds last year.
Nearly two-fifths of respondents (39%) said their speed of answer was between two and 10 seconds. First call resolution averaged 40.9%, close to last year's 41%. The survey also showed wide variation, with 27% reporting first call resolution between 50% and 79%.
MaxContact said the data suggests many contact centres have maintained operational control during a period of pressure, but warned the same figures can mask growing dissatisfaction if organisations rely on legacy benchmarks rather than changing customer expectations.
Ben Booth, MaxContact's chief executive, said stable headline numbers do not necessarily mean customers feel the experience has improved.
"The research has been eye-opening because it tells us how stable inbound performances have been over the past year. These consistent year-on-year metrics reflect mature, well-run operations. With almost a third of respondents reporting an FCR of between 50-79%, the evidence points to systems and teams performing reliably."
Customer sentiment
MaxContact contrasted the benchmarking results with separate consumer research it conducted previously. According to that research, 42% of customers had already switched providers due to poor contact centre experiences, and a further 38% were seriously considering it.
Booth said the gap suggests contact centres may be measuring the wrong indicators, or interpreting results without enough context from customer feedback.
"There is a clear disconnect between what metrics contact centres are measuring and what customers believe is the case. A year ago, we asked customers directly about their experiences with contact centres, and they told us that 42% had already switched providers due to poor contact centre experiences, with another 38% seriously considering it. This tells us that steady performance does not always correlate with satisfied customers. There is a growing perception that service levels are not meeting expectations, so we need to find out why."
Rising expectations
MaxContact argued that the same level of performance can feel worse to customers as expectations change. It highlighted speed of answer as one example: a response time of about 17 seconds may have been acceptable previously, but customers increasingly compare service across channels. Instant messaging and automated self-service can set a different baseline for what "quick" looks like.
It also pointed to what sits behind average handle time. An interaction lasting close to eight minutes may still deliver a satisfactory operational outcome, particularly if it supports first call resolution. Customers, however, increasingly judge service on ease and continuity. They expect agents to have context and do not want to repeat information across channels.
Abandonment rates can also stay stable while tolerance drops. Even short queues can lead to hang-ups if customers feel time-poor or if alternative routes seem faster.
Investment focus
MaxContact warned that stable KPIs can encourage complacency just as customer thresholds shift. It linked the risk to the financial backdrop for contact centres, where leaders face margin pressure and growing demand on staff.
"Our UK Contact Centre KPI Benchmarking Insights Report has told us that there is more pressure than ever before on margins, and agent workloads have risen. So, while it might be tempting to focus on holding KPIs steady, that won't be good enough to meet changing customer expectations. This year's challenge is not just to meet last year's performance metrics, but to use technology and data to get ahead of those expectations."
One response identified in the survey is a planned rise in spending on AI and automation. MaxContact reported that 60% of contact centres plan to increase investment in those areas next year.
"The good news is that contact centres are preparing for this challenge already. With 60% of contact centres set to increase their investment in AI and automation next year, it appears that the industry is ready to respond and react."