Contact Centre Research

Many Contact Centres Not Supporting Vulnerable Customers

2023 Survey Contact Centres Not Supporting Vulnerable Customers

Published On: 19th Dec 2023 08:00

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.

2023 Survey Graph Supporting Vulnerable Customers

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

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

Many Contact Centres Not Supporting Vulnerable Customers

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