Do UK Utilities Really Care About Us?
Just over 20 % of British adults feel that their gas and energy providers are looking out for their best interests. That means nearly 35.7 million folks think these companies aren’t pulling out all the stops to help them through the cost‑of‑living crunch.
Personal Service? More Like Personal Ignorance
When it comes to getting that “just what I need” help, only 14 % of people believe utilities actually provide a personal touch that makes them feel recognised.
Choosing the Right “conPhone” Channel
A meagre 20 % of Brits say their supplier offers a contact channel that actually matches their own preferences. In other words, most people still have to pick the wrong lane on a crowded highway.
How Many Calls are We Making?
Between January and March 2022, the Citizens Advice consumer helpline logged more than 70,000 energy‑related cases – a whopping 63 % jump from the same period in 2021. Meanwhile, the average waiting time for a call to a supplier rose by two minutes, and email responses got slower too.
To keep up with the barrage of customer queries, energy firms have started mass‑hiring sprees. It’s like a call‑center buffet – everyone wants a seat.
Neil Titcomb’s Take on the Situation
Neil Titcomb, Managing Director UKI at Odigo, was quick to acknowledge the progress: “Just because we’re hiring more people doesn’t mean we’re getting it right.” He added, “The pandemic knocked customer service flat in every sector. We can do even more by embracing technologies like CCaaS solutions. There’s still plenty of room for improvement.”
The Sting of Waiting: 2021 Numbers
In 2021, the same study found that 37 % of people had to wait too long to connect to an agent, and another 33 % had to repeat themselves in the same contact each time.
With finances under pressure, customers need quick and accurate answers to navigate the looming recession. Many are hunting for the cheapest plans and the best service. “It’s not just about keeping them happy; it’s about keeping them in the lane,” Titcomb said.
Why Human Interaction Matters More Than Ever
In tough times, utility companies must arm their staff with the proper tools and tech to succeed and deliver the service our customers actually need. Today, customers crave a call centre that offers real support, genuine attention, and that comforting human touch.
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