Top 15 Call Centres in the United Kingdom

2026 Guide for Global Businesses

When it comes to delivering exceptional customer experiences, UK call centres are at the forefront of helping businesses scale efficiently. Whether you’re expanding globally or looking to reduce operational costs, partnering with the right call centre can make all the difference. In this guide, we’ve compiled the top 15 call centres in the UK, along with tips, recommendations, and strategies to optimise your customer support operations.

Why UK Call Centres Matter for Your Business

A high-performing call centre is much more than just a place where people answer phones. Think of it as a bridge between your business and your customers, the first point of contact that shapes how people see your company. In today’s competitive world, customer experience can make or break a brand. In fact, studies show that 84% of consumers believe that the experience they receive is just as important as the product or service itself.

Here’s how a good call centre can make a difference for your business:

• Increase Customer Satisfaction: Friendly, knowledgeable, and timely support helps customers feel valued. Happy customers are more likely to return and recommend your brand to others.
• Reduce Lost Opportunities and Improve Sales: Prompt support and proactive service mean fewer missed sales and more chances to upsell or cross-sell your products.
• Enhance Brand Loyalty and Reputation: Every interaction is an opportunity to show professionalism and reliability, which strengthens trust and keeps your brand top-of-mind.
• Maintain Professional and Timely Support: Customers expect answers quickly. A well-run call centre ensures no query goes unanswered and all concerns are addressed efficiently.

Whether your business operates in finance, healthcare, travel, consulting, or retail, a reliable call centre ensures your daily operations run smoothly, customers stay happy, and your team can focus on growing your business instead of handling every support call. In short, a strong call centre turns customer interactions into long-term relationships.

Also Read: The Ultimate Playbook for Building and Integrating Offshore Teams (Singapore Edition)

Top 15 Call Centres in the UK (2026)

1. HM Revenue & Customs (HMRC)

Approx. Agents: 5,000+
Key Industries: Government, Public Sector
Services Offered: Customer support, tax inquiries

As the UK’s central tax authority, HMRC operates one of the largest call centre networks in the country. Their teams handle everything from tax inquiries to compliance questions, ensuring that citizens and businesses get accurate and timely support. HMRC is a benchmark for operational efficiency and professionalism in large-scale call centre management.

2. Teleperformance UK

Approx. Agents: 5,000+
Key Industries: BPO, Telecom, Finance
Services Offered: Inbound/outbound, multi-channel support

Teleperformance is a global leader in outsourcing customer experience solutions. In the UK, they provide multi-channel support across phone, chat, and email, serving industries like telecom, finance, and business process outsourcing. They are known for scalable operations and advanced technology integration.

3. Webhelp TSC

Approx. Agents: 5,000+
Key Industries: Telecom, Finance, Retail
Services Offered: Customer care, technical support, chat & email

Webhelp TSC specializes in delivering customer experience solutions for telecom, retail, and financial services. Their strength lies in combining technical support with personalized customer care, ensuring smooth interactions across multiple communication channels.

4. Serco

Approx. Agents: 5,000+
Key Industries: Government, Healthcare
Services Offered: Outsourced operations, customer services

Serco supports government and healthcare sectors with outsourced operations, including customer services, patient support, and administrative assistance. Their expertise in public sector workflows ensures high reliability and compliance with regulations.

5. Hutchison 3G UK

Approx. Agents: 5,000+
Key Industries: Telecom
Services Offered: Customer support, billing inquiries

Hutchison 3G UK focuses on telecom customer support, including billing and service inquiries. They excel at maintaining high levels of responsiveness and customer satisfaction for mobile and broadband services.

6. BT

Approx. Agents: 2,000–5,000
Key Industries: Telecom, IT
Services Offered: Technical support, customer service

BT’s UK call centres provide both technical support and general customer service for telecom and IT clients. They are recognized for reliability, especially in handling complex technical issues efficiently.

7. Capita

Approx. Agents: 2,000–5,000
Key Industries: Finance, Public Sector
Services Offered: Customer service, administration

Capita delivers customer service solutions and administrative support to finance and public sector clients. Their call centres combine operational efficiency with a focus on client-specific requirements, making them a trusted partner for B2B and B2C operations.

Also Read: Building a High-Performing Offshore HR and Payroll Management Team in Malaysia (Singapore Edition)

8. Co-op Bank

Approx. Agents: 2,000–5,000
Key Industries: Banking & Finance
Services Offered: Customer service, account management

Co-op Bank’s call centres focus on banking and finance support, helping customers with account management, loans, and general inquiries. Their teams are trained to provide friendly, knowledgeable support while ensuring compliance with financial regulations.

9. Direct Line Group

Approx. Agents: 2,000–5,000
Key Industries: Insurance
Services Offered: Claims support, customer service

Direct Line Group specializes in insurance customer service, assisting clients with policy inquiries and claims processing. Their emphasis on timely and accurate support helps maintain high customer satisfaction and loyalty.

10. DVLA

Approx. Agents: 2,000–5,000
Key Industries: Government
Services Offered: Licensing, vehicle registration support

The Driver and Vehicle Licensing Agency (DVLA) manages licensing and vehicle registration queries. Their call centres handle high volumes efficiently while maintaining clear, accurate, and professional support for both businesses and the public.

11. Impact Call Centre

Approx. Agents: 1,000–2,000
Key Industries: Retail, Telecom, B2C
Services Offered: Inbound/outbound, multi-channel, 24/7 support

Impact Call Centre is highly regarded for its customer-focused approach. They provide scalable inbound and outbound services, 24/7 support, and multi-channel communication options. Businesses benefit from their professional, well-trained agents who act as an extension of their brand.

12. Firstsource

Approx. Agents: 1,000–2,000
Key Industries: BPO, Finance
Services Offered: Customer support, tele-sales

Firstsource delivers tailored BPO and financial services support. Their teams handle both customer inquiries and tele-sales campaigns, helping businesses maintain consistent engagement while focusing on growth initiatives.

13. LV=

Approx. Agents: 1,000–2,000
Key Industries: Insurance
Services Offered: Customer service, claims handling

LV= call centres provide insurance customers with claims handling and account support. They prioritize fast, accurate, and professional interactions, helping clients navigate policies and claims with confidence.

14. Telefónica UK

Approx. Agents: 1,000–2,000
Key Industries: Telecom
Services Offered: Technical support, account services

Telefónica UK offers comprehensive technical support and account management services. Their call centres excel in resolving connectivity and telecom-related issues efficiently, improving customer satisfaction and loyalty.

15. Virgin Media

Approx. Agents: 1,000–2,000
Key Industries: Telecom, Media
Services Offered: Customer care, technical support

Virgin Media’s call centres provide both technical support and general customer care for telecom and media services. Their teams are trained to handle high volumes while delivering friendly, knowledgeable service across multiple channels.

Also Read: Building a High-Performing Offshore Executive Admin Team in Malaysia (Singapore Edition)

Note: Agent numbers are approximate and based on the latest available data.

Choosing the Right Call Centre: In-House vs Outsourcing

When it comes to providing excellent customer support, businesses have two main options for using call centres: setting up an in-house team or partnering with an outsourced provider. Each approach has its advantages, and understanding the differences can help you make the best choice for your company.

1. In-House Call Centre Teams

With an in-house team, your customer service staff work directly for your business, either in your office or at a company-owned facility.

Advantages:

• Full control: You decide how staff are trained, the workflow they follow, and the company culture they represent.
• Consistency: Because the team is part of your company, your brand voice and service standards can be closely monitored.
• Direct communication: Any feedback or changes can be implemented immediately without intermediaries.

Considerations:

• Higher investment: You’ll need to invest in office space, call centre software, and ongoing training.
• Staffing responsibilities: Hiring, scheduling, and managing performance is your responsibility, which can be time-consuming.

In-house teams are often ideal for companies that want maximum control over customer interactions and have the resources to maintain their own operations.

Also Read: The Ultimate Playbook for Building and Integrating Offshore Teams (Hong Kong Edition)

2. Outsourced Call Centres

Outsourcing means hiring an external provider to manage your customer service operations. Many UK businesses are now outsourcing to global hubs like Malaysia, where trained professionals provide support for multiple languages and time zones.

Advantages:

• Flexibility and scalability: Outsourced teams can quickly adjust to peak demand or expand as your business grows.
• Cost efficiency: You save on office space, equipment, and staffing overhead while still maintaining high-quality service.
• Access to specialized skills: Outsourced providers often have highly trained staff experienced in handling diverse customer needs across industries.
• Extended coverage: Many outsourcing hubs operate 24/7, providing support for international customers without requiring night shifts in the UK.

Considerations:

• Less direct control: You may need to rely on the provider’s management systems and processes.
• Vendor management: Ensuring consistent quality and alignment with your brand requires regular communication and monitoring.

Outsourcing is a great solution for companies looking to reduce operational costs, offer multilingual support, and scale quickly without the administrative burden of running an in-house team. Services like FastLaneRecruit’s EOR solution make it easy to hire and manage customer service reps in Malaysia legally and efficiently, giving your business the best of both worlds.

Tips for Maximizing Call Centre Efficiency

Running an efficient call centre isn’t just about answering calls, it’s about creating a smooth, professional, and satisfying experience for your customers. Here are some practical tips to help you get the most out of your call centre operations:

1. Multi-Channel Support

Today’s customers expect to reach your business through multiple channels, not just the phone. Combine phone, email, live chat, and social media to create a seamless experience. For example, if a customer sends a question via social media, your team can quickly respond or transfer it to email or phone for resolution. Multi-channel support ensures your customers feel heard and valued, no matter how they choose to reach you.

2. Professional Training for Operators

Your call centre team is the voice of your brand. Investing in regular training ensures that agents know your products, services, and company values as well as you do. Training should cover:

• Product knowledge and FAQs
• Communication skills and tone
• Handling difficult conversations
• Company policies and compliance

Well-trained operators boost customer satisfaction, reduce errors, and improve first-call resolution rates, which saves time and builds loyalty.

3. Adopt the Right Technology

Modern call centres rely on technology to operate efficiently. Tools like Ringover, GetCallers, or Davinci can help with:

• Call routing and automated greetings
• Real-time analytics and reporting
• CRM integration to track customer history
• Task automation to reduce repetitive work

Investing in the right software allows your team to focus on solving customer problems instead of administrative tasks.

4. 24/7 Availability

If your business serves global clients or multiple time zones, offering round-the-clock support can make a huge difference. A 24/7 call centre ensures that customers can reach you whenever they need help, increasing satisfaction and trust. Outsourcing to countries like Malaysia is a cost-effective way to provide continuous support without overburdening your UK team.

5. Monitor Key Performance Indicators (KPIs)

To continually improve, track key metrics such as:

• Average response time: How quickly your team answers calls or messages
• Resolution rate: Percentage of issues resolved on the first contact
• Customer satisfaction scores: Feedback on service quality
• Call handling time: Balance efficiency with quality service

Monitoring KPIs helps identify areas for improvement, ensures your team is performing at a high standard, and provides insights into how to enhance the customer experience over time.

By combining multi-channel support, professional training, modern technology, 24/7 availability, and KPI tracking, your call centre can operate smoothly, reduce operational inefficiencies, and deliver a high-quality experience that strengthens your brand.

Outsourcing to Malaysia: A Smart Alternative

For global businesses looking to scale customer support efficiently, outsourcing to Malaysia has become an increasingly popular solution. Malaysian customer service representatives offer a combination of high skill, professionalism, and cost efficiency, making them ideal for companies that want to maintain service quality while reducing operational overhead.

Why Malaysia?

1. English-Proficient and Well-Trained Workforce
   Malaysian professionals are highly educated and fluent in English, making communication smooth and effective. Many call centre staff are trained in customer service best practices and have experience across telecom, finance, retail, and B2B/B2C industries. This ensures your customers receive knowledgeable and professional support at every interaction.
2. Cost Efficiency Without Compromising Quality
   Hiring local teams in the UK or other high-cost countries can be expensive. Malaysia offers a cost-effective alternative, allowing businesses to maintain high-quality service while lowering labor and operational costs. You can achieve the same level of professionalism and responsiveness without stretching your budget.
3. Access to Multilingual Support
   Malaysia is a multilingual country with English, Malay, Mandarin, and Tamil widely spoken. Outsourcing your customer support team there can help you cater to clients across the Asia-Pacific region, providing multilingual support and broadening your global reach.
4. Reduced Operational Overhead
   Outsourcing eliminates the need to invest in office space, IT infrastructure, and full-time administrative staff in your home country. Instead, you can leverage the expertise of a managed team that already has the tools and environment for efficient operations.

How FastLaneRecruit Makes It Easy

This is where FastLaneRecruit’s EOR (Employer of Record) Service comes in. Managing an overseas team can feel complicated due to legal, payroll, and compliance requirements, but FastLaneRecruit simplifies the process:

• Legally hire Malaysian customer service staff without setting up a local entity
• Onboard and manage employees seamlessly while complying with local labor laws
• Maintain predictable costs and focus on scaling your business
• Access professional, trained staff ready to support your international customers

Whether your business wants to extend operational hours, offer multilingual support, or scale customer service quickly, FastLaneRecruit’s EOR solution provides a safe, legal, and hassle-free way to manage Malaysian call centre teams.

Conclusion

UK call centres continue to be a critical component for global businesses looking to provide outstanding customer service. By choosing the right provider, leveraging technology, and considering outsourcing to countries like Malaysia, businesses can increase efficiency, reduce operational costs, and deliver exceptional customer experiences.

Whether you’re exploring in-house teams, UK-based outsourcing, or FastLaneRecruit’s EOR solution, there’s a tailored path for every business to enhance customer support and scale globally. Learn more about FastLaneRecruit EOR services!