For many in this space (and every other, for that matter), the adoption of AI is currently a hot topic, especially with ongoing concerns around data sharing. AI offers great potential to both suppliers and end customers. With the rollout of SMETS2 meters, energy suppliers could greatly benefit from the increasing accessibility and continuous advancements of AI. This rollout is set to provide utility companies with an unparalleled amount of data, which, when paired with the capabilities of AI, has the potential to streamline the distribution of energy and improve the customer experience.  

What is the impact of adopting AI for a utility company? 

AI solutions present the opportunity to increase key factors such as revenue, efficiency and positive customer experiences, as well as retrieve accurate data insights and predictive modelling. Does this eliminate the need for energy experts and customer service teams? No, we don’t believe so. However, we do believe that the benefit of adopting AI into service processes will be felt through the reduced cost to serve, minimising waste, and increasing employee satisfaction- resulting in enhanced NPS and CSAT scores. Ultimately, allowing AI to identify issues and provide relevant data will limit how much an agent must manually analyse and enable them to provide an easier and better service.  

How else could we predict this will help energy customers?  

Every active household appliance has a unique usage signature. By using the capabilities of SMETS2 meters, energy suppliers may be able to relay usage data back to the customer within their monthly bill. This process would allow customers to see both the environmental impact of their usage and pinpoint any billing issues they are experiencing back to a specific appliance. AI can then harness customer usage data to answer queries within self-serve tools or create tailored tips for reducing energy consumption for the individual customer.  

This could create healthier billing outcomes, drive down complaints and reduce customer contact times with their supplier. More accurate billing may also lead to energy suppliers observing higher CSAT and NPS scores, achieved by the customer’s improved understanding of their usage. Looking forward, self-serve platforms powered by AI should be a key focus for businesses, saving experienced human resources to respond to more difficult queries where perhaps a more technical or empathetic response is required.  

Additionally, this customer usage data could be stored in a centralised database and used by AI to provide data-driven insights to local governing authorities. A third party would collect these insights to highlight areas experiencing fuel poverty and need further resource investment. AI could generate this by analysing socioeconomic and SMETS2 data. As a result of this adoption and consenting to the use of their data, customers in these areas may benefit from having a more attentive local authority.  

How do we think AI could support businesses in working alongside government targets? 

AI insights may give utility companies a clearer understanding of their environmental impact and that of the customer. With the government’s target of moving towards net zero by 2050, AI’s insights will be essential for suppliers to move towards an electricity-fuelled society. Following the initiative to move away from fossil fuel-powered energy, we expect the country’s electricity usage to more than double by 2050. Couple this with the country’s supply generation moving from thousands of plants to millions of solar assets; customer consumption data becomes invaluable.  

Smart metering data will be the key to showing real-time usage demands and allow DNOs (Distribution Network Operators) to distribute energy effectively. This data will also be paramount to helping suppliers to work with their customers towards achieving net zero.  

How easy do we think this will be?  

So far, the development and distribution of smart metering technology hasn’t been simple, and its proven unreliability has caused a great loss of confidence in the technology. In 2023, OFGEM recorded an 18% increase in complaints to suppliers relating to smart metering between quarters 3 and 4. In a recent report from the Department of Energy and Net Zero, it has been stated that approximately 4 million (12% of smart meters) were outdated or non-communicating. This existing distrust of metering performance is unlikely to support the ongoing rollout of SMETS2 meters, which will come with its own challenges.

We predict that encouraging the uptake of SMETS2 meters and AI-driven platforms will require companies to invest in a value-driven proposition where the customers will learn how they can expect to benefit from this new technology. With this buy-in, we can anticipate that AI will enhance the customer experience provided by contact centre team members and self-service platforms. However, this enhancement will be underpinned by suppliers obtaining customer consent.  

You can expect to hear more from us on all things utilities. Why not check out our work in that area here?
Or, feel free to get in touch to see how our expertise can support you in achieving your goals.  

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However, world-leading analysts Gartner recently shared their insights with CX Today, stating that companies that rely too heavily on AI will be opening the door to serious risks. According to Emily Potosky, the Senior Director of Research for Gartner’s Customer Service and Support Practice, even the most advanced AI algorithms still have limitations. They shouldn’t be seen to replace humans but instead as a solution to augment and empower existing teams. 

The Impact of AI on Customer Service Jobs 

Fears that AI will replace human beings are increasingly common, now that AI is more advanced than ever, concerns are growing with the rise of deep learning models, generative AI, and neural networks. 

Up to 3 in 4 Americans now believe AI will reduce the number of jobs available to workers, and customer service agents feel more pressure than most. Countless contact centre solutions are enabling companies to reduce their reliance on human skill sets with generative AI bots and automated workflows.  

According to one HFS Research report, customer service and sales were two of the top departments most likely to be impacted by AI’s transformation. 

However, while AI solutions can accomplish a lot in the contact centre, analysts like Potosky believe some level of human assistance will always be crucial. She’s not alone in this opinion. In a recent Gartner survey, around 61% of business executives believe AI won’t reduce their human headcount in the contact centre by more than 5%.  

The Limitations of AI in Customer Service 

We’ve discussed previously how AI tools can augment human professionals, helping them streamline and optimise repetitive tasks.  

For instance, McKinsey suggests up to 64% of data collection activities can be automated, but that doesn’t eliminate the need for a data scientist for bot training, data analysis, and creativity.  

Similarly, in the customer service landscape, AI tools can creatively respond to common questions, help customers troubleshoot problems, and even complete tasks like processing transactions. 

However, they can’t understand emotions and context to the same degree as humans, which leads to the potential for misinterpretations. They also can’t show empathy, creatively develop new ways to solve problems based on their experiences or reassure a concerned customer. Not to mention, there are various other, more technical challenges to consider. Replacing humans with bots entirely in the contact centre would require a great deal of technical knowledge, development expertise, and constant monitoring. 

Augmentation 

At DDC OS, we believe in giving people the tools and resources they need to be as effective as possible. Like Gartner and many others, we see AI as a way to enhance human performance, not replace it.  

As Potosky noted to CX Today, AI tools can provide employees with the context, support, and guidance they need to excel in their roles. AI might reduce business leaders’ dependence on skills and expertise, widening the talent pool to engage in customer-facing work. This may mean that business leaders don’t need to hire as many additional staff members to handle spikes in call volume. However, it won’t eliminate the need for humans. Instead, it will help companies manage rising costs and challenges by: 
 

• Improving productivity: Rather than just replacing human agents with automated workloads, AI can be a helping hand that reduces stress and strain during busy seasons. It can help teams hit the ground running with the correct information when queries are escalated and accelerate the path to problem resolution. 
• Increasing retention: In an environment with rapid turnover, like the contact centre, AI can help reduce turnover risk. Companies could use AI to route “simpler” queries to new hires while they’re learning how to excel in their role.  
• Enhancing development: As customer expectations evolve, companies can use AI to deliver employees more personalised and effective training & development programs. Generative AI can be used to create training initiatives, deliver real-time coaching sessions, and identify opportunities for additional training. 

The Future of AI in the Contact Centre

Many organisations have already cut down their human teams, rushing to adopt AI simply because they want to keep up with the competition, without understanding the potential risks they’ll face.  

However, Gartner believes the increasing prominence of AI in the contact centre will lead to significant changes in the years ahead, influencing how companies adopt the technology. In the coming years it is likely the EU will update its consumer protection laws to give every customer the right to speak to a human. It’s certainly something that may occur if, AI at some stage leads to harm to a customer.  

Taking the Right Approach to AI Adoption

Ultimately, relying exclusively on AI to manage customer service processes can be a big risk. It risks the well-being of your customers and impacts your brand’s reputation and ability to retain consumers long-term. AI has limitations, from the common hallucinations of generative AI tools to the lack of empathy and sometimes biased behaviours that bots demonstrate. Despite this, Gartner believes that by 2028, a third of customer service interactions will involve autonomous agents. 

We believe there’s nothing wrong with embracing AI’s potential, particularly if it augments and supports your agents, increases employee engagement, and streamlines customer service interactions.  

To find out how we can help you, get in touch or follow us on LinkedIn. 

For customer service professionals looking to stay ahead of the curve, here are the top three trends to watch out for in 2024: 
 

1. The Rise of AI in Customer Experience (CX)

Artificial Intelligence (AI) isn’t just about chatbots anymore. In 2024, AI is set to revolutionise CX in myriad ways. Whether it’s predictive analytics to anticipate customer needs, intelligent automation to streamline processes, or advanced machine learning algorithms that improve over time, AI is transforming how businesses interact with their customers. Embracing AI in CX can lead to improved efficiency, greater customer satisfaction, and a significant competitive edge. 

2. Personalisation: The New Normal 

In an age where customers are inundated with choices, personalisation has become the key to standing out. More than just addressing customers by their name, it’s about providing tailored experiences that reflect their preferences, buying history, and even future needs. By leveraging data and technology, businesses can create highly personalised interactions that make customers feel valued and understood, leading to increased loyalty and repeat business. 

3. Trust as a Competitive Advantage 

In 2024, trust isn’t just nice to have—it’s a must-have. Customers are increasingly conscious of their data privacy and demand transparency from businesses. Companies that can demonstrate a clear commitment to data security, ethical practices, and honest communication will gain a significant advantage in the market. Trust, after all, is the foundation of any successful customer relationship. 

As the world of customer service continues to evolve, staying ahead of these trends is crucial. But you don’t have to do it alone. At DDC Outsourcing Solutions, our customer service specialists are ready to help you navigate these changes and deliver exceptional experiences that meet your targets and keep you relevant in the industry. 

To learn more about how we can help your business stay ahead of the curve, visit our website Expert Outsourcing Company | DDC Outsourcing (ddcos.com). Here’s to a successful and customer-centric 2024! 

Trend 1: Customer Service Outsourcing Evolves 

Exceptional customer service is in high demand in today’s marketplace. According to Zendesk, delivering excellent service increases the likelihood of repeat purchases by 81% of consumers. With companies focusing on retention to counteract economic challenges, 54% now rely on outsourcing for managing customer service demands. BPO leaders offer a range of services, including omnichannel support, customer retention, and tech support. Outsourcing customer service unlocks value and provides businesses with unique market insights based on extensive experience in different sectors and organisations. 
 

Trend 2: Nearshore Outsourcing Increases 

Nearshore outsourcing has seen a significant increase in adoption, especially in countries like the United Kingdom. According to a survey, approximately 65% of respondents plan to continue or even increase their outsourcing to nearshore companies in the coming years. 

While all forms of outsourcing have gained traction recently, nearshore outsourcing has become increasingly popular for several reasons. It allows businesses to collaborate with companies in close proximity to their operations and target market, without compromising on quality, all while enjoying cost savings. Additionally, nearshore outsourcing can enhance communication by minimising time zone differences and addressing cultural compatibility and compliance challenges. 
 

Trend 3: Automation & AI Improves Efficiency 

Artificial Intelligence (AI) and automation are disrupting various industries, and outsourcing is not an exception. These technologies are being integrated into outsourcing services, automating repetitive tasks, and leaving more complex tasks to human workers. While this trend brings numerous benefits, such as increased efficiency and reduced costs, it’s also essential to be prepared for potential challenges, such as the onboarding of tools too quickly or without a clear purpose.  
 

Trend 4: Knowledge Process Outsourcing

Unlike traditional forms of outsourcing, Knowledge Process Outsourcing involves delegating work to individuals with extensive training or expertise in specific areas, such as data analysis, process improvement, or research and development. 

Moreover, in an era where businesses seek to minimise labour costs, the practice of hiring temporary experts to collaborate with their teams, rather than employing full-time staff, is becoming increasingly prevalent. This approach allows companies to tap into specialised knowledge while optimising resource allocation. 

Misconception 1: Reduction in Quality 

One of the most common misconceptions about outsourcing is that it results in a reduction in quality. However, this largely depends on the outsourcing partner you choose. By selecting a reliable partner with a proven track record, you can ensure high-quality services. It’s also crucial to establish clear communication lines and set expectations upfront to maintain quality standards. 

Misconception 2: Loss of Control 

Another common fear is losing control over the outsourced operations. However, it’s essential to understand that outsourcing is a collaborative effort. Companies can maintain control over their outsourced tasks by setting clearly defined goals, establishing robust communication channels, and regularly monitoring progress. These strategies help in building a successful outsourcing relationship, where control is shared rather than lost. 

The Evolving Trends of the Outsourcing Landscape 

As we anticipate 2024, the outsourcing landscape will continue to evolve, driven by advancements in technology, changing work dynamics, and an increased emphasis on data security. By understanding these trends and debunking the misconceptions, businesses can better navigate the outsourcing world and leverage its numerous benefits.  

Remember, it’s not about replacing your workforce with an outsourced one, but rather about strategic partnerships that enable growth and foster innovation. Embrace the opportunities outsourcing presents and gear up for a future where geographical boundaries blur, collaboration excels, and business potential expands. 

Why not get ahead of the curve and reach out to an outsourcer with decades of experience?  

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Providing good customer service is vital to building a good reputation and loyal customer base. A recent study by Salesforce showed that 80% of customers consider their experience with a company as important as its products. And, according to SuperOffice, 86% of buyers are willing to pay more for a great customer experience.  

You can spend years improving customer service, but one bad review can disproportionately affect business perception. Unfortunately, this is where the ‘Negativity effect’ can play its part, meaning customers are more likely to trust a negative review and share a negative experience over a positive one. So, as a business owner or leader of customer service operations, it’s hugely important to try and avoid bad customer service. 

What does bad customer service look like?

No reputable business goes in with the plan of creating scary customer service, so let’s take a look at examples of bad customer service and then see how we can take measures to rectify this and avoid negative customer reviews. 

1. Mismanaging social media 

Many companies have yet to master social media, especially when it comes to handling complaints and customer service requests. They may be great at keeping up-to-date with trends and creating the most effective Instagram reel, but can often fall short when simply responding to customers who message their page or comment on social media posts with questions or with negative feedback.  

Companies should put the same investment into social media customer service that they do in growing their social media presence. Having trained customer service and support employees constantly monitor social media channels and respond to customer feedback is a great way to avoid a crisis. 

2. Being kept on hold

It can be frustrating to be kept on hold for an unreasonable amount of time, especially when time is of the essence. The 2019 State of Conversational Marketing Report showed that 75% of people think that a telephone call should be answered in under 5 minutes, and a huge 82% thought an online chatbot should provide a response in less than 5 minutes, increasing from the previous year’s stats. This increase in customer demand is building pressure on businesses to lower their on-hold times and ultimately improve their customer service.   

3.  Customers simply can’t reach you

We’ve all been there when you need to get in touch with a company but can’t find their contact details. There’s a reason some companies keep their phone number hidden – they simply haven’t the people power to deal with a large influx of calls, and some have such convoluted procedures to contact their company that a phone number isn’t a viable solution. That’s where transparency needs to come in. It’s best to present people with your contact details, even if it’s just an email address. If customer service is something your company isn’t familiar with and doesn’t have the expertise to handle in-house, why not consider outsourcing?  

4. Providing insufficient chatbot support

When customer service teams become stretched, companies look to chatbot to ease the pressure. Chatbots are attractive to businesses because they’re capable of taking on the small tasks usually dealt with by customer service teams, and ultimately help to reduce phone queries. However, if the chatbot it is poorly built and not tailored to your customer’s specific requests, it can cause more harm than good, leading to frustrated customers and in increase in customer service calls. 

Chatbots also need updating as your product and business services increase. If your product or service is too complicated for simple requests, then chatbots may not be the answer for you. Not only that, chatbots often have the inability to understand emotions and personalities, unlike a human. Notably, chatbots are still treated with some caution. For example, Userlike conducted a survey in 2022 that showed that only 23% of those asked said they would trust a chatbot to settle disputes, and only roughly 1/3 third would trust it to pay a bill.  

So, how can we overcome these pitfalls in customer service?

1. Hire the right people 

It might sound like an obvious one, but when recruiting your customer service team, it’s important to prioritise candidates who possess the right customer service skills. Empathy, enthusiasm and good listening and communication skills will enable them to establish positive communication with customers and understand their needs effectively.  Not only that, the ‘right people’ should reflect your brand and culture; for most customers, they’re their first point of contact, so it’s paramount they should represent the organisation in the best possible light. 

2. Train and empower staff 

You’ll need to provide sufficient training to enable the CSRs to carry out their job effectively, making sure they’re fully emersed with the company brand and values. But as well as providing training, it’s important that you empower your staff to enable them to fully support the customer. So why not give them the authority to help appease customers and resolve issues quickly with capped refunds, discounts and other similar compensation? This leverage could help prevent putting customers on hold or getting back to them at a future time, which only adds to customer frustration and places more stress on the customer service operation.  

3. Use technology to your advantage 

Technology can be a powerful tool for improving customer service. Investing in a customer relationship management (CRM) system, which can help you track customer interactions and provide a personalised service, can help improve your overall customer experience. In the same way, it’s important to monitor and measure customer satisfaction. You can do this through surveys and feedback forms and analysing the data to help form a proactive customer service campaign. There are companies that can analyse this data for you, removing the need for you to hire and manage this in-house. 

4. Outsource customer service 

Businesses know their product inside out and are experts in what they’re selling. However, they may be lacking expertise in other areas that can make or break an organisation. Customer service is one of those areas. Seeking to outsource customer service or other parts of your business can help you concentrate on your core offering – what you are the experts in. Outsourcing removes the need for permanent employees, training, office space and costly recruitment fees.  

Avoiding bad customer service is essential for building a loyal customer base and maintaining a positive reputation. A whole host of measures can be drawn upon, including traditional and technological, to make sure you avoid scary situations and customer horror stories. Why not see how DDC OS can support your business – contact us today! 

The global cost of living crisis has had a profound impact on consumers and businesses alike. Consumers are struggling to pay for life’s essentials whilst business leaders are dealing with supply chain issues, resource costs and rising competition.  

The challenging environment has prompted government officials and regulatory bodies to act, imposing price caps on energy costs and previously offering supplements to help customers in covering the cost of energy.  

What is the Energy Price Cap?  

As energy bills have continued to rise during the cost-of-living crisis, the “price cap” has become a hot topic among worried households. Yet, despite this, around 54% of customers still aren’t sure what the “price cap” is or how it affects them. 

The energy price cap was introduced in 2019 to place limitations on the maximum amount energy suppliers can charge consumers on “default tariffs”. It aimed to ensure that consumers could compare vendors effectively and evaluate deals easily.  

Now that cheaper fixed rates have almost disappeared from the market, the energy price cap is more important to consumers than ever before, with millions of households sitting on a default tariff. 

The price cap consists of various costs, including the wholesale cost of electricity and gas, the cost of supplying energy and VAT. Notably, the cap controls the amount a supplier can charge for each kilowatt hour of electricity and gas, as well as standing charges – it doesn’t guarantee any consumer’s annual bill will be below a certain amount.  

The 2023-2024 Price Cap Changes Household energy bills increased by 54% during 2022, despite the best efforts of government and regulatory bodies. However, in Autumn 2023, Ofgem announced an impending update to the price cap, which is now set to fall to under £2,000 per year for the first time in 18 months. From October 2023, the cap will be reduced from an average of £2,074 per year to £1,923 per year. This number is based on a “typical household energy bill”. For energy companies, the cap may seem like a worrying concept, reducing potential profits and placing more pressure on their bottom line. However, it also represents an opportunity for energy brands to reignite the loyalty of their consumers and improve long-term retention rates.  

The Growing Focus on Customer Experience 

Ofgem’s decision to lower the energy price cap is part of a much broader overall strategy to improve customer experience in the energy sector. Earlier this year, the organisation introduced a variety of new rules for energy teams to follow when interacting with consumers.  

For instance, starting this year, Ofgem will require energy companies to offer more comprehensive service to consumers across a range of channels (such as voice, text, and chat). Additionally, they are demanding 24/7 service for emergency situations, alongside an increased focus on assisting vulnerable customers with payment issues.  

Ofgem is also exploring other ways to repair the fractured relationships between consumers and their energy suppliers. For instance, compensation for consumers and businesses that lose power due to bad weather events has almost tripled.  

The maximum compensation consumers can receive due to severe storms has now increased to around £2,000, up from £700. This change follows a review of how distribution network operators responded to Storm Arwen in 2021, which left 40,000 consumers across the UK without power for more than three days.  

What Will Energy Suppliers Need to Do Next? 

• Invest in preparation: As compensation for outages increases, energy companies will need to take extra precautions to ensure they’re prepared for unexpected issues.  
• Expand the customer service team: Ofgem will now require energy companies to deliver 24/7 service for emergencies, as well as comprehensive support across a variety of channels. This could mean not only hiring and training additional in-house staff but leveraging outsourced support from experts to ensure round-the-clock service.  
• Leverage analytics: Going forward, energy companies will be required to share insights into their customer experience metrics and satisfaction scores. Investing in robust analytical tools will help businesses detect potential causes of diminished customer satisfaction, so they can take a data-driven approach to growth. 
• Prioritise customer loyalty: When consumers look to switch energy suppliers again, they’ll make decisions based not just on pricing, but on the customer service companies can provide.  
• Be ready to innovate:  Leveraging self-service AI tools, omnichannel communication methods and robust AI solutions for insights will help to give these businesses a competitive edge. 

As ever, the utilities landscape is one of change, but this change can be really positive for suppliers and customers alike. Here at DDC OS, we are specialists in utilities outsourcing. We have supported new entrants, challenger brands and market leaders in delivering exceptional customer service and an efficient back-office operation focused on continuous improvement. Why not see how we could help you…  

Contact us today! 

DDC in Utilities  

According to Ofgem director Neil Lawrence, consumers have long struggled to access the quality support and service they need from energy providers. The new rules aim to reduce the delays and frustration citizens face when they need help.  

So, how will these regulations impact businesses in the years ahead? 

Exploring the New Rules Implemented by Ofgem 

Over the last few years, Ofgem noticed an increase in negative sentiment from domestic consumers towards their energy providers. Not only are rising energy prices placing vulnerable consumers under significant financial pressure, but many are also failing to respond to customer requests for support in a timely manner. Ofgem’s proposed series of reforms, set to begin rolling out in December 2023, aim to address these problems. 

For households, the proposals include: 

• More comprehensive customer service: Ofgem will require energy supplier inquiry lines to stay open longer, including on weekends and evenings. Additionally, they will require companies to make it easier to contact teams through multiple methods, including phone lines, web-chat, email, and other digital platforms.  
   
• Emergency support: The new guidelines will ask businesses to provide 24/7 emergency support to customers who are cut off from power or gas supply due to issues like meter faults. This will require companies to invest in round-the-clock customer service teams. 
   
• Supporting vulnerable customers: Companies will now be required to prioritise customers in vulnerable situations. They’ll also need to deliver more effective support to customers struggling with bills, including early intervention guidance and temporary repayment holidays for those unable to pay.  
   

• Keeping consumers informed: Suppliers will be required to share insights into customer service performance. This is intended to help customers make better decisions when switching between vendors.  

To address the non-domestic market, Ofgem has begun to adapt the Retail Energy Code to avoid excessive delays during tenancy changes. Additionally, they will be urging suppliers to be more flexible with businesses that have already agreed to peak fixed-rate prices. 

Companies from all industries have been increasing their focus on “customer experience” as their core differentiating factor. 88% of companies now prioritise customer experience as a core component of excellent performance. Unfortunately, many utilities and energy companies in the UK have struggled to live up to expectations. 

It has been suggested that the energy crisis made it harder for consumers to switch suppliers due to a lack of price differentiation, and therefore, suppliers may have reduced focus on customer service without the fear of losing customers.  

The new reforms introduced by Ofgem should push energy companies to increase their focus once again on customer service. After all, they’ll now be required to offer comprehensive 24/7 emergency service, build their own omnichannel communication strategies and report on customer service metrics.  

Of course, these changes will lead to some challenges for business leaders. Going forward, energy companies will be under more pressure than ever to adhere to rising customer experience expectations.  

The Benefits for Suppliers 

Ofgem believes the new reforms will help to create more resilient energy companies, as well as delivering significant benefits to consumers. For instance, the regulatory group is considering asking suppliers to “ring-fence” a portion of customer credit balances. This move would allow energy suppliers to stay resilient in the face of severe but potentially emerging market shocks. At the same time, consumers would benefit from a more stable energy market. The idea is to ensure companies can always hold a significant level of capital, making sure they can weather changes in energy prices going forward.  

At the same time, the new rules mean that energy suppliers can focus their attention on improving customer service and building loyalty with consumers. To stay competitive in this space, business leaders in the energy world will need to ensure they’re competing on the battleground that arguably matters most: customer experience.  

How to Adapt to the Changes  

The key to success is ensuring you have the right strategy in place to adhere to new rules for comprehensive service and customer support. Outsourcing is likely to be an option for many suppliers as the new rules immediately increase the coverage required.  

DDC OS are outsourcing specialists in the utilities space, supporting over 6m domestic customers across multiple suppliers. We have a breadth of experience and expertise that we utilise each day, creating strategic roadmaps with our clients to ensure they not only meet regulatory guidelines but also provide a fantastic customer experience.    

Whilst we have multiple operational sites across the UK, Balkans and Philippines, our goal isn’t simply to increase our client’s customer service team size but is to identify ways to encourage self-serve, focus on fixing issues in the back office that will help reduce the need to contact in the first place.  

Don’t just take our word for it. Contact DDC Outsourcing Solutions today to discover how you, like many other suppliers, can benefit from partnering with us.  

Alternatively, reach out directly to Jade Rogers, Director of Business Development to kick start the conversation straight away! 

The evening’s festivities, hosted by the esteemed Fiona Bruce alongside an exciting surprise celebrity guest, promise an unforgettable experience. Mark your calendars for the awards gala on Tuesday, November 21, at the iconic Evolution venue in Battersea Park, London. 
 

Celebrating Excellence: Shortlisted for Multiple Coveted Awards 

We’re doubly thrilled to announce that our exceptional efforts have earned us a coveted spot on the ECCCSAs shortlist. Our dedication to excellence and innovation has been recognised in the following categories: 
 

Outsourced Contact Centre of the Year: This nomination underscores our commitment to delivering outstanding customer experiences. 

Best BPO Partnership (Small) – Utility Warehouse: Our partnership’s remarkable success story is a testament to our collaborative spirit and the shared pursuit of excellence. 

As the anticipation builds, we eagerly look forward to celebrating alongside the industry’s finest. The ECCCSAs Awards Ceremony on Tuesday, November 21, is poised to be an evening of recognition, inspiration, and connection.  

For the latest updates, please visit: www.ecccsa.com 

Black Friday is a phrase that elicits an immediate emotional response from virtually everyone that hears it. These two words can immediately send customers reaching for their wallets, but they also have a habit of creating tidal waves of pressure for business leaders and customer service reps. 

The good news is that Black Friday represents an incredible opportunity for virtually any retailer (online or offline). Even in spite of the cost-of-living issues and economic pressures, online sales increased 23% during Black Friday 2022, compared to the same period in 2021.  

In 2021, UK consumers spent over £9.2 billion during Black Friday weekend. As customers continue to crave great deals to help them overcome the cost-of-living problems, retailers have an excellent opportunity to capitalise on the growing momentum of sales shopping this year.  

However, there’s one thing that business leaders need to focus on before they can discover the benefits of Black Friday bargains for themselves: customer service.  

Customer Service: The Key to Black Friday Success 

Black Friday, while often profitable, can present several challenges to business leaders. The biggest challenge of all is usually maintaining exceptional customer service. In fact, according to some studies, the number of customer support tickets raised during Black Friday can increase by around 50%.  

Overwhelmed customer support employees can often struggle to deliver experiences that live up to customer expectations—leading to a loss in loyalty and massive churn once the sales period is over. However, the brands that can preserve their customer service strategy can see amazing results. 

For instance, one report found that customers who receive “excellent” customer service during Black Friday in the UK spend up to £51 more with each retailer. Additionally, 9 out of 10 people who received great customer service on Black Friday shopped with the same retailer again.  

The question is, how do you manage the influx of customer service requests? 

Top Tips for Handling Customer Service Influxes 

Today’s customers expect amazing experiences from brands on a consistent basis. Even if your teams are overwhelmed by additional support requests, they expect you to be able to deliver the same high-quality support, guidance, and personalised service.  

Fortunately, there are ways companies can prepare for the fluctuations of Black Friday. 

1. 1. Make Accessing Support Simple 

Most customers are in a hurry on Black Friday, eager to take advantage of deals before they disappear. They don’t always have time to search through your website for contact details or track down your business on Google. With that in mind, it’s worth looking for ways to make the path to support as streamlined as possible. Ensure you include regular, visible buttons and links for contacting your team via services like chat or social media.  

Part of making support as easy to access as possible is also ensuring you’re available to respond on all of the channels your customers already use. Google shows that most customers spread their shopping journey across multiple channels, and they want to be able to interact with your company where is convenient to them.   

If you don’t have an omnichannel strategy for customer service already, now could be the perfect time to implement one. Find out where your customers usually look for support, and make sure your in-house and outsourced teams have access to those platforms.  

2. 2. Take Advantage of Self-Service Tools 

Since customers crave speed during Black Friday, there’s a good chance they’ll look for ways to resolve issues rapidly themselves before contacting your team. Around 81% of customers will try to address an issue themselves before contacting a representative.  

Providing your customers with easy access to self-service tools, like FAQ pages and information about your shipping and delivery times, can help to improve customer satisfaction significantly. It also means you can reduce some of the volume of requests coming through to your service team.  

Just remember, not every customer will be able to resolve an issue using self-service solutions alone. Make sure it’s easy for your customers to move from an AI chatbot or FAQ screen into a conversation with an agent as quickly as possible if they need to access human assistance.  

What’s more, remember that your website needs to be configured to effectively manage large volumes of traffic and chat requests. Ensure any of the apps you’re using for things like live chat, click-to-call, or AI-based chatbots can handle an increase in demand.   

3. 3. Be Proactive 

Another excellent way to improve your customer service strategy for Black Friday is to take a more proactive approach to CX. There are various ways you can get one step ahead of potential customer problems. For instance, if you know your customers are likely to have questions about shipping and delivery times, create an FAQ page where they can find answers.  

If you know that you might have issues with supply chain and delivery times, reach out to your customers proactively and let them know what to expect. Customers are more likely to be forgiving of delays when you’re transparent and straightforward.  

4. 4. Use Data to Your Advantage 

One of the best ways to turbocharge your customer service strategy for Black Friday is to take advantage of as much customer data as possible.  

You can more effectively predict what to expect from this year’s sale period by utilising the data you have about website traffic and sales from the previous years. You can use this data to help you prepare for service requests; which channels were the most popular? Which issues were most common? Can you do anything to encourage self-serve of the key issues or make any operational improvements?  

You can also use data from your CRM and similar databases to create more customised offers and personalised experiences for your customers. Find out your core customer segments and email them in advance with specific deals tailored to their interests.  

Don’t Let Customer Service Slide on Black Friday 

If your customer service strategy slips during Black Friday, it can have a long-lasting impact on your brand reputation and ability to convert customers. During stressful periods, customers expect exceptional service more than ever. Failing to deliver true excellence, even during busy times, could mean you lose your customers to your competitors.  

Follow the steps above to improve your chances of excellent results this Black Friday. Feel free to reach out to DDC Outsourcing Solutions to discuss your challenges and how we are solving them for leading retailers.   

The ROI of Good Customer Service: The Facts 

Companies that believe excellent customer experience is just a drain on their resources spend too much time and money focusing on the wrong things, like average handling times, rather than appropriate handling times.  

Statistics consistently prove that focusing on the right customer experience strategies generates amazing results. Gartner says that going forward, 40% of customer service organisations will transform their customer service teams into “profit centres” with a greater focus on audience engagement. Other insights back this idea up, telling us: 

• Businesses prioritising customer experience can grow their revenue up to 1.7 times faster than companies that fail to engage and delight customers.  
• Customer-focused companies increase customer lifetime value by around 2.3 times on average, increasing retention and loyalty scores.  

 
How Excellent Customer Service Increases Profits  

Exceptional customer service positively impacts profits in several ways: 

1. Preventing Future Issues 

Investing in customer experience creates an opportunity to collect valuable data about customers, their preferences, and their problems. Every issue your customer encounters is an opportunity to improve your business. By leveraging this information, businesses can improve their product or service quality, reduce returns, and reduce customer service costs. 

2. Increasing Customer Loyalty 

Exceptional customer service leads to higher customer satisfaction, loyalty, and increased spending. Loyal customers spend around 67% more on average than new customers, contributing to higher profit margins. Moreover, investing in customer service reduces churn rates, resulting in operational cost savings. It costs five times more to acquire a new customer than to retain an existing one. This means investing in customer service can both reduce operational costs and increase profits. 

3. Unlocking Opportunities for Growth 

Advocacy is a powerful tool for any business. Customers who receive outstanding customer service are more likely to advocate for their favourite brands, driving new opportunities. Not only do 92% of customers say they trust referrals from people they know, but customers referred have a 37% higher retention rate.  
 

How to Turn Customer Service into a Profit Centre 

Focusing on enhancing your customer service efforts in a few key areas can deliver exceptional profit boosts with minimal effort. Here are some of the best ways to transform your customer service solution into a profit centre.  

1. Invest in knowledgeable, informed agents 

Customers want the customer service representatives they interact with to be knowledgeable, insightful, and equipped to answer all their questions. Reports constantly show that knowledgeable agents are crucial to great customer service.  

Forrester’s report¹ found that agents who can answer all customer questions quickly and effectively can drive up to $667 million in incremental revenue to the company’s bottom line in the airline industry alone. In the retail sector, this profit increase can rise to up to $1.1 billion. 

This will also support first contact resolution rates (FCR) –  which have a direct impact on customer satisfaction scores and customer loyalty, but it can help to reduce operational costs. 

2. Deliver Personalised Experiences 

Customers connecting with human agents want to see evidence of empathy and compassion.  

Delivering personalised experiences starts with ensuring your service team can support your customers on the channels of their choice. Companies with omnichannel customer engagement strategies retain 89% of their customers. Ensure you’re investing in delivering service across all of the right channels throughout the customer journey.  

Once you’ve mastered your omnichannel efforts, the next stage is leveraging more data to personalise experiences. Using CRM tools and capturing customer insights in the form of feedback can be an excellent way to boost loyalty and profits.  

3. Empower Your Agents 

Knowing how much autonomy and authority to give agents has long been a problem for contact centre leaders. This issue has only become more complex now that we’re living in a world of hybrid and remote work, with outsourced agents working from locations around the globe.  

While it’s tempting for supervisors to micro-manage their teams, providing them with the opportunity to actively resolve problems is crucial for improving CX scores. Forrester found that of all the customer service drivers they examined, agents having the authority to address problems drove the largest ROI results. For instance, multichannel banks that empowered their agents earned around $434 million in incremental revenue. 

Empower employees by giving them access to the right tools to deliver exceptional service across every channel. Provide everyone with access to the same data, and create clear policies to guide and support your team wherever they work.  

4. Invest in Innovation 

Leveraging data about the customer journey and common client concerns collected from contact centres can be extremely useful for businesses. The more you know about your customer’s pain points, the easier it is to anticipate the issues they might face and implement strategies to mitigate the need for support. There are so many tools and strategies available to innovate even the most challenging CX landscapes; there is almost always an answer.  

Customer Service: The New Profit Centre 

Customer service should be viewed as a profit centre rather than a cost centre. By prioritising exceptional customer experiences, businesses can increase profits, reduce operational costs, improve customer loyalty, and unlock new growth opportunities. Don’t hesitate to invest in the right strategies and leverage customer insights to drive success. 

Get in touch with the team here at DDC OS today to discuss how we can support you in building out your new profit centre.  

¹”Money On The Table: Proof That Customer Service Drives Revenue”, Forrester, January 30, 2023