The survey, which used a sample of 100 managers and directors who work in BPOs or outsourced contact centres in 2025, highlighted that despite a tough economy, surprisingly, the industry is showing resilience and adaptability and is one focused on growth.
Highlights from the report include:
- AI adoption is reaching a tipping point, with nearly three quarters (72%) of respondents making adoption a priority.
- Technology is emerging as a primary competitive differentiator, more so than price.
- Security is emerging as a key selling point, rather than just a compliance measure.
- The industry is in serious growth mode, with more than nine in ten (95%) respondents saying they plan to expand this year despite economic uncertainty.
- Outbound is having a rebound, with nearly two-thirds (65%) of leaders saying they are scaling up outbound activities.
Ben Booth, CEO at MaxContact, commented on the findings:
“Times may be tough, but our State of UK Business Process Outsourcing report reveals a level of optimism we didn’t really expect to find.
“What’s remarkable is that 95% of BPO leaders plan to expand geographically in the next 12–24 months. That tells me we’re looking at an industry that’s not surviving but aggressively pursuing growth — even in tough economic conditions. The appetite for international reach is real, and it’s being matched with action.”
