Customer Contact (incl BPO)

Supermarkets misleading shoppers on healthy food say nutritionists

Products high in salt and saturated fats are being marketed as healthy by leading supermarkets, BBC Radio 5 Live Investigates has found. The British Dietetic Association said stores including Tesco, Morrisons and Sainsbury’s were being “unhelpful” and “confusing” customers. The Royal Society for Public Health called for an independent supermarket regulator. Supermarkets said they were committed to […]

Royal Mail says ‘sorry’ for raising stamp price above regulator cap

Royal Mail has apologised after announcing a price rise which breaches a cap designed to make the postal service “affordable” for all consumers. From 25 March, the price of a second-class stamp will rise by 3p to 61p – breaching Ofcom’s current price cap of 60p which is in place until 1 April. The price […]

Trends in live chat and CX Strategies revealed in new benchmarking report

Comm100, a global provider of omnichannel customer experience solutions, released its fourth annual benchmark report highlighting the current state of live chat and its impact on customer experience. As live chat has grown into a mature customer communication channel, organizations have found that it is not enough to simply implement live chat: they must also […]

Regulator bans energy firm from taking on new customers over poor service

Energy supplier Solarplicity has been banned temporarily from taking on new customers due to its poor switching process and customer service. Energy regulator Ofgem has also banned the company from increasing vulnerable customers’ direct debits. Ofgem warned that the firm, which has 60,000 customers, could have its licence revoked if it did not improve. Solarplicity […]

Retail sales bounce back strongly in January

Retail sales bounced back sharply in January, rising by 1% on the previous month, official figures showed. The Office for National Statistics (ONS) said the amount of goods sold rose by 1%, after falling by 0.7% in December, with discounts in clothing helping to boost sales. Compared with a year ago, retail sales were 4.2% […]

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 […]