Many Contact Centres Not Supporting Vulnerable Customers

In our What Contact Centres Are Doing Right Now (2023 Edition) survey, we asked ‘Is Your Call Centre Doing Enough to Support Vulnerable Customers?’ and the results were worse than expected.

As of 31st July 2023, the UK’s financial regulator, the FCA, introduced a new Consumer Duty, which placed a greater emphasis on the fair treatment of vulnerable customers.

Therefore, it was concerning to see that almost half of respondents seemed to be unaware of (don’t know – 26.5%), or unprepared for (no – 18.5%) the July deadline when the What Contact Centres Are Doing Right Now survey was open for responses.

This survey focused on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more!

Download our What Contact Centres Are Doing Right Now (2023 Edition) Survey Report to uncover the latest and most exciting contact centre insights.