What’s the competence gap costing your contact centre?
Every repeat contact, complaint and unnecessary minute of handling time comes at a cost.
Our Contact Centre Competence Gap: 2026 Industry Report explores why so many organisations continue to struggle with operational performance despite investing heavily in people, technology and training. Discover how the hidden competence gap is driving avoidable costs, why the average trained frontline agent demonstrates just 54% competence, and what leading organisations are doing to close the gap.
Inside the report you’ll discover:
- Why the average trained frontline agent demonstrates just 54% competence.
- How the competence gap contributes to repeat contacts, complaints and rising handling times.
- Why reducing repeat contacts by just 10% could save a typical 500-seat contact centre £449,000 every year.
- The operational KPIs most influenced by competence, including FCR, AHT, complaints and employee errors.
- The questions every operations leader should be asking to uncover hidden performance gaps.