Many Contact Centres Not Supporting Vulnerable Customers Related Articles How To Deal With Vulnerable Customers Best Practices for Supporting Vulnerable Customers in Times of Crisis Supporting Vulnerable Customers in a Digital World How to Write to Vulnerable Customers 133 Filed under - Contact Centre Research, benchmarking, survey, 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. Author: Megan Jones Reviewed by: Jo Robinson Published On: 19th Dec 2023 Read more about - Contact Centre Research, benchmarking, survey, Vulnerable Customers Recommended Articles How To Deal With Vulnerable Customers Best Practices for Supporting Vulnerable Customers in Times of Crisis Supporting Vulnerable Customers in a Digital World How to Write to Vulnerable Customers Related Reports Report: Global Contact Center KPI Benchmarking Report: The Top 5 Metrics Shaping Bank and Credit Union Performance Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter