Blog
Adapting universal service agents for an evolving energy sector
The universal agent model offers huge potential - but with decarbonisation, digitalisation, and decentralisation reshaping the energy sector, making it work is more complex than ever. By upskilling agents, integrating AI, and streamlining processes, companies can future-proof their approach and gain a competitive edge.
Video: Transforming leadership capability with E.ON Next
In this video, Ramona Vlasiu (COO), Chris Shead (Director of Customer Operations), and Stefan Guy (Director of Debt) highlight how E.ON Next's partnership with BFY Group is helping to drive a high performing culture in customer operations.
Assessing leadership capability to drive excellence in customer operations
Energy and Utilities is undergoing significant change. With system migrations, large-scale restructures, and rapid growth, suppliers face a complex landscape that requires strong leadership to navigate – but how do you measure this strength?
Building a customer-centric leadership culture to transform service
The Energy and Utilities sector is evolving significantly - many are delivering system migrations, large scale restructures, and experiencing rapid growth. Universal in the success of navigating this, is the ability for operational leaders to translate these strategic changes, and land them successfully with those people closest to the customer.
Realising Ofgem's vision for a leading customer-centric Energy sector
Ofgem's customer service ambition makes it clear that today's service standards aren't deemed acceptable, with rising bills and record debt levels only amplifying these calls for change. It represents a new opportunity for suppliers to build a leading culture for customer-centricity, as we show here.
Closing the gap between complaint volumes and service ratings to save £m’s
There's generally little correlation between customer service ratings and complaint volumes for energy suppliers. A good Trustpilot score doesn't typically mean less complaints, but as we show here, suppliers can save £m's by closing this gap.
Differentiating the customer journey in energy’s era of ‘similar servicing’
Market share gain and great customer service are becoming increasingly linked in Energy. But as suppliers invest in new operating systems, with many opting for the same or similar providers, how will suppliers differentiate their servicing offering to create a competitive advantage?
Complaints are an increasing burden for non-domestic suppliers
Energy suppliers will need to offer enhanced complaints services to more than 200,000 small businesses under new Ofgem rules, BFY estimates. The Complaints Handling Standards (CHS) are expanding from December 2024 to cover both micro and small businesses, and as volume increases, some will need to adapt more than others, to build the required maturity for higher demand.
Energy suppliers face a third party complaints problem
Energy complaints increased in the latest data, and although volume is normalising at pre-pandemic levels, there’s a concerning trend emerging with third party involvement.
Avoiding customer service ‘black holes’ when embedding AI
Nearly all of our regular clients have told us they’re aiming to use more AI-driven solutions in 2024. Every single transformation plan or roadmap we’ve reviewed this year includes it to some degree. But which use case is most likely to deliver efficiencies and cost-savings, without unnecessary disruption – or even the unintentional creation of a customer service ‘black hole?’
Satisfying customers during large-scale change
Customers want a hassle-free service in Energy and Utilities, meeting their needs rapidly with as few interactions as possible. Suppliers delivering this will generally see their cost to serve fall, and reputation rise – so why does it feel like customers and companies are at odds with each other?
An update on Energy Complaints Performance
Complaints challenges are set to continue in Q1. It’s a trend we’ve seen in recent years, that customers are more likely to complain during a period of high usage. However, based on current market conditions, this year’s uplift could be more significant than usual.
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