Customer Contact (incl BPO)

UK customer service levels lag behind global markets

The UK lags behind international markets including Germany, Singapore and UAE in making it easy for customers to interact with large organisations. Nearly three-quarters (73%) of UK consumers have expressed frustration at how difficult it is, when interacting with an organisation, to switch from one means of communication to another without having to start the […]

Name checks on customer payments face delay

A system making a recipient’s name as important as the bank account number and sort code when payments are made could be delayed by up to 18 months. The Confirmation of Payee system means anyone making a payment will be alerted if the name does not match the account. It is designed to prevent millions […]

Retailers have five days to crack the sale says new research

New research by retail technology expert Conversity has revealed that just under half (43 per cent) of shoppers researching complex purchases such as mobile phones, laptops or broadband packages make a buying decision within five days. In this time, 67 per cent of shoppers will visit at least two online sites, with 57 per cent […]

Energy giant SSE loses another 160,000 customers

“Big six” energy giant SSE has seen a sharp drop in customer numbers and has cut its full-year earnings forecast. It said it had lost 160,000 customers in the final three months of last year, leaving it with 5.88 million accounts. SSE also cut its profit forecast for this year after a European court ruled […]

Energy prices to increase for millions as Ofgem raises cap

More than half of British households are set to see an increase in the cost of energy in April after the regulator, Ofgem, raised price caps. Ofgem sets maximum prices that can be charged for gas and electricity to those who have not switched suppliers and are on default tariffs. The new cap could see […]

Bank staff saving early elderly customers from scams

An average of nearly £9,000 per case was prevented from being stolen from elderly bank customers owing to a rapid response scheme. Bank staff have been trained to spot when customers appear to have been targeted by fraudsters pushing scams such as unnecessary home improvements. Scams totalling an estimated £38m were prevented last year, according […]

Ryanair posts first loss in five years amid fare cuts

Ryanair posted a net loss of €19.6m (£17.2m) for the last three months of the year, its first quarterly loss since March 2014. The airline carried 32.7 million passengers compared with 30.4 million for the same period a year earlier as revenue rose 9% to €1.53bn. But the airline said “excess winter capacity in Europe” […]

UK cyber crime victims lose £190,000 a day

More than £190,000 a day is lost in the UK by victims of cyber-crime, police statistics show. More than a third of victims in that period fell prey to the hacking of social media and email accounts. Action Fraud said £34.6m was reported to be stolen from victims between April and September 2018, a 24% […]

Lloyds, Halifax and Bank of Scotland customers faced payment problems

Hundreds of thousands of Lloyds, Halifax and Bank of Scotland customers were unable to make payments from their online accounts last week. Some have been facing the frustration of not being able to pay and transfer money online. Others were not able to confirm whether funds were arriving in their account. A spokesperson for Lloyds […]