Contact Centre Directors’ Guild formally launches to champion the UK’s “unsung” industry

The Contact Centre Directors’ Guild has formally launched as a unified national voice for the UK contact centre industry, with strategic support from Wavenet.

Bringing together senior leaders from across the sector, the Guild has been established to raise the profile of an industry that employs more than 1.16 million people – representing approximately 3.4% of the UK’s working population – and plays a critical role in the success of businesses, public services and communities.

The UK operates within a global network of contact centres and is recognised internationally for its high standards of customer service, sales excellence, quality and regulation. Yet, despite the scale and impact of the sector, it has historically lacked a single, coordinated voice at a national level.

The Guild has been created to change that.

Building a collective voice for the industry

Our aim is to provide a trusted platform through which executive leaders can collaborate, share insight and speak collectively about the issues shaping the future of the industry.

From workforce development, skills and accessible career pathways to customer experience, artificial intelligence and rapid technological transformation, the sector is navigating a period of significant change. By bringing its leaders together, we can strengthen its influence, share best practice and help ensure the UK contact centre industry remains resilient, competitive and fit for the future.

The Guild’s formal unveiling took place at our launch event on 16 June, following 18 months of organic growth and behind-the-scenes development.

During this period, we have built momentum through senior-level engagement both within and beyond the industry, cross-sector collaboration and strategic planning. The launch marks an important step in our mission to champion the sector as a major economic contributor and a gateway to accessible, meaningful and rewarding careers.

Raising recognition for a vital UK industry

Contact centres underpin the way organisations connect with their customers, citizens and communities. They support critical public services, enable businesses to maintain continuity and provide essential reassurance and assistance, particularly during periods of disruption or increased demand.

However, the scale, professionalism and social value of this work are too often underestimated.

Guild co-founders Jane Thomas and Katy Forsyth said:

“The contact centre industry plays a vital role in UK business, the economy and society, yet it has too often been overlooked and under-represented. The Contact Centre Directors’ Guild has been created to change that, bringing together many of the industry’s senior leaders to establish a clear, collective voice for the sector at a national level.

“By working collaboratively, we can elevate the profile of our industry, champion the opportunities it creates and ensure it is recognised not only for its economic contribution, but for the critical role it plays in supporting businesses, public services and communities – particularly in times of need.

“The Guild provides a platform for leadership, insight and continuous improvement, helping to future-proof the sector and ensure it continues to thrive. We are here to make a positive difference to the contact centre industry, its people and the customers it serves.”

Supported by strategic partner Wavenet

Wavenet is supporting the Contact Centre Directors’ Guild as a strategic partner, helping us to amplify the collective voice of the industry and increase recognition of its contribution to the UK.

Wavenet, said:

“The contact centre industry underpins how organisations connect with their customers, citizens and communities, yet its importance is often underestimated. At Wavenet, we believe it deserves far greater recognition.

“That is why we are proud to support the Contact Centre Directors’ Guild as a strategic partner committed to raising the profile of the industry and amplifying the collective voice of its leaders.

“By working together, we can shine a light on the value the sector brings to the UK, while supporting organisations as they navigate rapid transformation in areas such as customer experience, technology and workforce evolution.”

Helping to shape the future of the sector

Alongside raising the industry’s profile, the Guild will provide thought leadership, strategic insight and opportunities for meaningful collaboration among senior leaders.

We will explore the challenges and opportunities affecting the sector, including automation, AI, skills, workforce transformation and changing customer expectations. Through this work, we aim to support contact centre organisations and their leaders as they make the decisions that will shape the industry’s future.

Our formal launch is just the beginning. By connecting the people leading the sector and creating a stronger collective voice, we can ensure the UK contact centre industry receives the recognition, representation and support it deserves.