Explore how UK charities, ombudsmen, housing associations, and social care providers are evolving their contact centres to serve vulnerable individuals, reduce operational costs, and embrace digital transformation—while maintaining service quality and empathy.

What’s Inside the Report?

In-Depth Sector Analysis
Learn how non-profit organisations manage helplines, donations, event registrations, housing support, crisis response, and more—with a focus on live telephony and agent-assisted channels.

Efficiency & Cost Management Strategies
Discover how AI, automation, and digital channels are being deployed to reduce handle times, improve call routing, and minimise post-call wrap-up.

Supporting Vulnerable Customers
See how the sector is using sentiment analysis, CRM integration, and predictive outreach to better serve people in crisis, the elderly, and disadvantaged groups.

Operational Challenges & Performance Gaps
Examine industry benchmarks on call abandonment, speed to answer, and authentication times—along with AI-powered solutions to bridge these gaps.

Technology Adoption Insights
Find out how AI, voicebots, agent assistance, and robotic process automation (RPA) are transforming front-line operations in a sector where cost-efficiency and compassion must co-exist.