Frontline, customer facing staff play an important role in early identification of vulnerable customers, and this can make a huge difference in customer experience and outcomes. It is therefore critical that your customer facing staff can quickly identify signs of vulnerability in any interaction. One of the established best practices for identifying vulnerable customers, is…
We all have preconceptions about what vulnerability looks like – whether it is someone with mental or physical disabilities, the elderly and frail or the young. In fact, we all have the potential to become vulnerable – vulnerability can affect anyone. The FCA define a vulnerable customer as “someone who, due to their personal circumstances,…
In 2016 In 2016 GB Energy ceased trading, transferring their 160,000 customers to Co-operative Energy. This was the first energy supplier exit in eight years. Since then, a total of 22 energy suppliers have gone bust affecting over 4 million domestic consumers, with Green Network Energy and Simplicity Energy joining the ever-growing list in January…
Business Stream Case Study: How proactive credit-control was used to support customers during the Covid-19 crisis. A subsidiary of Scottish Water, Business Stream is one of the largest water BTB retailers in the UK operating in both Scotland and England’s highly competitive non-domestic water markets. With over 12 years’ experience of operating in…
