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19th December 2023
In our What Contact Centres Are Doing Right Now (2023 Edition) survey, we asked ‘Is Your Call Centre Doing Enough to Support Vulnerable Customers?’ and the results were worse than expected.
As of 31st July 2023, the UK’s financial regulator, the FCA, introduced a new Consumer Duty, which placed a greater emphasis on the fair treatment of vulnerable customers.
Therefore, it was concerning to see that almost half of respondents seemed to be unaware of (don’t know – 26.5%), or unprepared for (no – 18.5%) the July deadline when the What Contact Centres Are Doing Right Now survey was open for responses.
This survey focused on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more!
Download our What Contact Centres Are Doing Right Now (2023 Edition) Survey Report to uncover the latest and most exciting contact centre insights.
Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.
She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.
Connect with Megan on LinkedIn
Read more by Megan JonesReviewed by: Jo Robinson
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
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