GENESYS：2024年英国联络中心垂直市场报告：金融（英文版）

After 2007, the banking sector in particular experienced significant changes to its contact centre operations, seeing a decline in agent positions due both to outsourcing of the domestic and offshore varieties, as well as cost-cutting, merger and consolidation exercises. Recently, there has been much repatriation from offshore, but growth has been mainly organic within existing operations. More recent years have seen considerable cost-cutting and consolidation across branches and back offices in