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Energy debt hits record £3.8bn, as Ofgem propose initiatives to raise standards
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How to prevent a customer going to the Ombudsman with a complaint
If a complaint isn’t resolved within 56 days, the customer is informed about their rights. This means they can take their complaint to the energy Ombudsman to help resolve their dispute.
How empowering your frontline team increases first contact resolution
When a customer contacts a supplier to complain, the best journey they can experience is for their issue to be resolved there and then. It is also the best option for the supplier. Complaints not resolved immediately tend to drag on and cost significantly more to service. It is in everyone’s interests to resolve the issue on that first contact.
Save time and money by reducing your contact to complaint ratio
Although a standard customer service call is relatively inexpensive to service, complaints cost a lot more due to their higher staff costs, ongoing payment challenges and Ombudsman fees. To save money, some suppliers develop their operations to reduce the incidents of contacts that become complaints.
How managing a customer’s complaint effectively can lessen the risk
Losing contact with a customer is a painful experience for both the supplier and customer. It usually occurs when a supplier has invested a lot of effort into trying to reach a customer about their complaint being resolved and they have had no response. Unfortunately, in many cases the customers issue will not be resolved which may lead to further problems for suppliers during the process.
How to reach a pre-agreed resolution with a customer
Industry data shows that change of supply, billing, and read dispute complaints require further actions to resolve the issue, often requiring the support of a back-office or a Resolution Manager.
Is it possible to deliver a large-scale customer migration, without large problems?
You might be thinking about re-platforming as your path to the future in Utilities, and rightly so. But before taking your first step, don’t underestimate the power of preparation. A properly structured approach will take more time to kick off, but this is always better than recovering from a false start.
Careers at BFY
Join our team of industry experts to help our clients deliver long lasting transformational change. As we continue to grow we're always on the look out for great people. We're currently expecting to hire another 10 roles across the next 6m.
Energy Bills Projected To Rise Despite EPG Extension
It's great news that Jeremy Hunt has extended EPG for a further 3 months at £2,500 - however the amounts customers pay is still projected to increase.
Retaining and attracting customers in a changing Energy market
In recent weeks, wholesale energy prices have started to fall, and Ofgem have announced a reduction in the energy price cap. If wholesale trends continue, we’re likely to see a renewed increase in sales activity and customer switching.
Collections aren't working: What now?
Now more than ever, suppliers must adopt a fair and effective approach to customer debt. We've created a free guide to help with this, containing insight on improving your predelinquency strategy, and developing your collections process.
Understanding the true costs to customers of the Energy Price Cap
In our latest Market Insights report we review the true cost to customers of the Energy Price Cap - and whilst the headline levels of the Price Cap are huge, the real costs felt by the end customer will be lower - driven by both Government support, and annualising the Energy Price Caps over 12 months of costs.
Welcome to BFY HQ – Our brand new office space
Recently, we made the short journey to a new office space, which was met with excitement by everyone at BFY. We also knew that some TLC was needed to make it feel like home. We wanted to create an inspiring space for ideas and collaboration. Somewhere that represented who we are, where we can continue to deliver exceptional work for our clients.
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