Blog
What is happening to customers bills each quarter?
With lots of talk of the Price Cap falling, what is happening to customers bills each quarter?
A week in the life of a Consultant – On-site with a client
So what does being a Consultant actually involve? We often highlight the amazing opportunities available at BFY, along with the exceptional results that we deliver for our clients, but you might be wondering what this looks like day-to-day. There’s nobody better to showcase this than our people.
Is your operation ready for increased customer switching?
Change of supply - it's been a while. As wholesale Energy prices continue to fall, suppliers should be making sure they're operationally prepared for a material increase in switching, which we're expecting to see from the announcement of the October Price Cap onwards.
Changes ahead for consumer standards – Reacting to Ofgem and FCA guidance
It's time for a shake-up in consumer standards. That's the key message from Ofgem after launching its Consumer Standards Statutory Consultation. New rules are being introduced which will have immediate implications for suppliers, as we approach another challenging winter for customers.
BFY Group supports LDC and UniHomes on their partnership to drive continued growth
We're really pleased to have supported LDC and UniHomes on their new partnership, providing advice on the energy implications of UniHomes' continued expansion. Our team delivered insight covering customer journeys, commercial arrangements, energy price scenarios, and regulatory risk management.
Using accountability and incentives to manage agents effectively
You may feel like you’ve empowered your agents to be accountable for great customer outcomes, but you still don’t feel like you’re getting the results you need.
Leveraging data driven insight to empower agent performance
You may be feeling like you can't see the wood for the trees on agent performance and customer outcomes. You may not be clear on who is performing, and who isn’t – and crucially, why this is the case.
Embracing customer centricity for optimal agent performance
If you feel like problems aren’t being addressed upstream and early in the customer journey, then you may have a problem with a lack of customer centricity.
Achieving quality agent outcomes through quality training
Developing agent expertise is crucial at this stage in the cost of living crisis. Balancing collections with customer support requires a specific skillset, which can be built up through the delivery of quality training. In the first instalment of our Driving Agent Outcomes series, we outline what this training should involve, how it should be deployed, and why it's so important in today's climate.
Driving Agent Outcomes – Insight Series
In our Driving Agent Outcomes series, we're focussing on the actions that can be taken to deliver better outcomes for customers, through higher quality interactions with contact centre agents.
Looking Upstream - The benefits of focussing on your people
Are you focussing on your people? The value of this is sometimes overlooked, and could be impacting your costs. When service metrics begin to dip, like AHT or NPS, it's easy to get caught up in symptom-driven fixes. Rather than questioning process adherence or capacity management, look upstream, and think more about people.
Customer Experience – The role of people and performance
Perception is shaped by people. If your operational teams aren't optimised to perform together, customer experience, and attitudes towards your brand will suffer. With competition returning to the Energy market recently, suppliers should be striving to promote people excellence, delivering a service that customers want to stick around for.
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