Efficient customer service is critical as rising household bills cause anxiety for customers

“Making it as easy as possible for customers to find the information they need or to contact the right person to help them is essential. It’s worth remembering that while self-serve channels offer convenience, some customers still prefer to speak to someone when they have a complex or financial enquiry. Well-trained teams who can engage with customers and guide them to a satisfactory outcome can help to alleviate some of the stress they may be feeling.

“To avoid any further anxiety, all customer communications should use clear, simple, non-technical language. Additionally working with third parties like community groups, agencies, and specialist debt charities can help to spread valuable messages. A customer who is struggling with affordability issues and their mental health may be more likely to turn to one of these organisations so a joined-up approach could have a positive impact.

“It’s worth remembering that contact centre teams could also be experiencing the same financial concerns as the customers they’re working with. This could heighten their own feelings of anxiety so sharing information about both financial initiatives and emotional support can have a positive effect on wellbeing and morale. Signposting financial help - from government programs to charity run schemes – can provide the practical help some people will need, while simply reminding colleagues about the benefits an employer offers and how to access them and make full use of them day-to-day can make a big difference. Making the workplace an environment where teams feel valued and that their voice is heard can also offer a sense of stability and reassurance during difficult times.”