Category Archives: Telecoms News

Mobile Tech, News, Technology, Telecoms News

Nuke From Orbit launches Partner Portal ahead of public beta testing

  • Partners can now sign up to protect customers through Nuke From Orbit’s mobile theft protection service

November 12, 2024 – London, UK: Nuke From Orbit, a groundbreaking service that protects personal and financial information accessible via a smartphone, launches its Partner Portal to accelerate the expansion of the company’s partner community.

Potential Nuke From Orbit partners include, but are not limited to banks, mobile network operators, social media companies, crypto-wallets, personal finance apps and B2B service providers who give users access to business-critical platforms through mobile applications (like CRMs and HR platforms) and interfaces.

Nuke From orbit provides comprehensive protection to customers in the event of mobile device theft. The service enables users to cancel bank cards, secure digital accounts (banking apps, email, digital wallets, social media, etc.) and block their SIM in a single action.

James O’Sullivan, CEO & Founder of Nuke From Orbit, said, “Our mission is to protect every service that holds sensitive personal or financial information that would be of value to a criminal if they got access to it. The self-serve Partner Portal enables partners across finance, telecoms, social media, and the wider tech ecosystem to integrate seamlessly with the Nuke From Orbit platform.”

Prospective partners can create an account and access the Partner Portal here, to set up, manage and monitor their assets on the platform. For ease of integration, the platform provides access to an SDK in PHP and, in the coming weeks, will also support C# (.NET), Java, JavaScript, and Ruby, along with any other languages as partners request them.

Alexandru Dobrescu, CTO, Nuke From Orbit added “We have tested and streamlined the process to minimise the impact on our partners’ development team, and with our expanding library of templates, we envisage the average integration being coded and through QA within a day. Where there are more complex integration requirements, the Nuke From Orbit team is on hand to help push through integrations promptly.”

 

About Nuke From Orbit:
Founded in 2023, Nuke From Orbit is a UK-based company developing a service that enables subscribers to block access to multiple services and accounts simultaneously to avoid account compromise issues and financial loss when their smartphone is stolen. For more information and to see how the service works, visit https://nuke.app.

Telecoms News

Rural Broadband Push Must Give Equal Weight To Needs Of Businesses, Says Telecoms Expert

A telecoms expert has said that the aims of a Government-sponsored project to deliver full-fibre broadband internet in rural areas needs to be reviewed, following reports that some of the cash may be spent in central London.

BDUK, the arm’s-length body that is overseeing the initiative, has been accused of overseeing a “shocking waste of money” by subsidising high-speed internet services in central London.

Despite the aims of the project, there has been criticism over plans being explored by BDUK to use some of its funding to tackle “notspots” in urban areas.

A study of 4,000 people in July found that 48% of people living in rural areas experienced connection problems at least “a few times a week”, with a third considering relocating to a town or city because of the issue.

The National Farmers Union carried out a survey last year which found that 28% of their members said their productivity would improve with faster broadband speeds.

Roy Shelton, CEO of Connectus Business Solutions said: “BDUK must overhaul the general investment strategy for the rollout of gigabit connectivity.

“Investment should not only be deployed to areas with the worst digital deprivation but also split between residential and business connections. Whilst there are too many households in that digital desert, so too are hundreds of thousands of businesses of all sizes.

“BDUK split the country into lots of ‘NotSpots’ which they fund via Project Gigabit, the issue is that ISP and MSPs must cover both residential and business properties but they are generally not experienced in providing services to those greatly differing needs.

“I would call upon BDUK to revisit the NotSpot lots and allow ISP and MSPs to choose to offer services to both sets of premises or just focus on one type whilst still offering funding, but also re-introduce the widely accepted BDUK voucher scheme.”

News, Tech, Technology, Telecoms, Telecoms News

Surrey County Council switches over to innovative new communications infrastructure, in partnership with FourNet and 4C Strategies

Surrey County Council (SCC) has completed a major upgrade to its communications infrastructure which will enhance delivery of key services to citizens.

A new telephony and contact centre project, delivered in collaboration with digital transformation specialists FourNet and 4C Strategies, has been successfully completed and launched – meeting extremely tight deadlines set by the council.

Switchover to the new system, which included 130 different council sites and 1,700 users, was completed in one weekend, without any interruption to services.

The project marks a significant milestone in the Council’s ongoing digital transformation strategy which will enable it to provide an enhanced experience to more than 1.2m residents across the county, with faster call handling times resulting in reduced waiting times.

SCC receives over 870,000 inbound calls every year – of which around 550,000 incoming calls will now go through the new Microsoft Teams telephony system, and around 240,000 calls to the Council’s contact centres.

Surrey CC customer service rep taking first call using new system

Liz Mills, Interim Director of Customer Digital & Change at Surrey County Council,said:

“Our telephony upgrade ensures efficient communication, benefiting our community as well as our teams. As an organisation, we are committed to ensuring that no one is left behind and will continue to harness technology to better serve our residents.

“I am immensely proud of our colleagues’ efforts on the day and their endeavours in the months and weeks leading up to the transition. This robust groundwork ensured that the project was completed in a timely manner without causing undue disruption for our customers.”

With the council’s existing communication systems nearing end of life, the project involved the integration of Microsoft Teams telephony and the deployment of NICE CXone contact centre technology across multiple locations.

Lorraine Juniper, Senior Responsible Officer at SCC, said: “The success of this project is a testament to the strong partnership between Surrey County Council, FourNet, and 4C Strategies. The collaboration has been exceptional, ensuring that the switchover was completed seamlessly.”

FourNet has developed unrivalled expertise in public sector digital transformation and counts more than 30 government departments and agencies among its public sector customers. The company was selected to lead this project via a competitive tender process.

Richard Pennington, CEO at FourNet, said: “By working so closely and successfully with 4C Strategies and Surrey County Council, we’ve ensured that we met some extremely tight deadlines, while enhancing the Council’s communication systems and streamlining processes for staff and the county’s residents.

“We have delivered a future-proof communication infrastructure that will support SCC’s mission to provide outstanding public services to all of its citizens.”

4C Strategies, known for its expertise in public sector transformations, provided strategic guidance, business case development, procurement support, and implementation advice, drawing on extensive experience from similar public sector projects.

The new systems have not only modernised SCC’s communication capabilities but have also provided the council with advanced analytics tools. These tools allow SCC to gain deeper insights into system usage, enabling them to optimise operations, enhance service delivery, and ensure that resources are allocated efficiently.

The project was driven by SCC’s commitment to improving service delivery and operational efficiency.

With a modern, flexible communication system now in place, the council is well-equipped to meet future challenges and expand its digital offerings to better serve its communities.

 

Awards, News, Technology, Telecoms News

juice® recognised for unwavering commitment to sustainability by Lloyds Bank British Business Excellence Awards

Fast-growing tech accessories brand, juice®, has been recognised for its dedication to sustainability by the prestigious Lloyds Bank British Business Excellence Awards 2024.

Celebrating the very best of British business, the Lloyds Bank British Business Excellence Awards represents the pinnacle of business success in the UK, highlighting companies that demonstrate exceptional performance and innovation.

Being shortlisted for ‘Sustainable Business of the Year’ comes as juice® marks another year of unwavering commitment to sustainability, where its impactful ‘juice® Made Mindfully’ campaign has set a new industry benchmark for environmentally conscious business practices.

Since the launch of this pioneering initiative in 2020, juice® has successfully removed all single-use plastic from its packaging and products, resulting in a monumental saving of 261 tonnes of plastic over the past three years — 109 tonnes of which were saved in 2023 alone.

 

Jolyon Bennett, CEO of juice®, confirmed: “We are incredibly proud to be shortlisted for such a prestigious award that celebrates our relentless efforts to protect the environment. Our mission is not only to provide high-quality, stylish tech accessories but to do so in a way that leaves a positive impact on the planet. This shortlisting is a testament to the dedication of our entire team and our shared goal of driving meaningful change within the industry.

We are honoured to be recognised among the top businesses making a real difference in sustainability and wish all the nominees the best of luck for the awards ceremony this November.”

 

juice® continues to push the boundaries of sustainable innovation, where its wide range of bold, colourful electronic accessories – including energy-efficient power banks, super-fast charging plugs, and eco-friendly cables and headphones – are available to purchase on juice.co.uk and through leading retailers such as Tesco, Amazon, Argos, and Sainsbury’s.

Taking place on 12th November 2024 at Grosvenor Hotel, London, the Lloyds Bank British Business Excellence Awards will celebrate over 188 finalists across 18 different award categories.

 

For more information, please visit: juice.co.uk

Telecoms, Telecoms News

The Ultimate Guide to Leased Line Providers in the UK

Leased line providers play a pivotal role in the connectivity landscape, particularly in the UK, where businesses increasingly rely on robust internet infrastructure. With a staggering 85% of enterprises citing uninterrupted connectivity as critical for their operations, the choice of leased line provider becomes paramount.

In this comprehensive guide, we navigate the intricacies of selecting the ideal leased line provider in the UK.

 

Understanding Leased Lines:

Leased lines are the backbone of reliable internet connectivity for businesses, offering dedicated and symmetrical bandwidth that ensures consistent performance. Unlike traditional broadband connections, which are shared among multiple users and subject to fluctuations in speed and reliability, leased lines provide a dedicated link exclusively for your business

 

Key Considerations When Choosing a Leased Line Provider:

 

1.   Reliability and Uptime Guarantees:

  • Ensure the provider offers robust service level agreements (SLAs) guaranteeing uptime.
  • Look for redundancy measures and proactive monitoring to minimize downtime risks.

 

2.   Speed and Scalability Options:

  • Assess your current and future bandwidth requirements to choose a provider offering scalable solutions.
  • Look for flexible upgrade options to accommodate your growing needs without hassle.

 

3.   Customer Support and Service Level Agreements (SLAs):

  • Evaluate the provider’s customer support availability, responsiveness, and expertise.
  • Review SLAs for response times and resolution commitments to ensure timely support when needed.

 

4.   Pricing and Contract Terms:

  • Compare pricing structures, including installation fees, monthly leased line costs, and any hidden costs.
  • Review contract terms, including contract length, termination clauses, and potential penalties.

 

5.   Reputation and Customer Reviews:

  • Research the provider’s reputation through online reviews, testimonials, and case studies.
  • Seek recommendations from peers or industry experts to gauge overall satisfaction and reliability.

 

Choosing the right leased line provider involves careful consideration of these key factors to ensure a seamless and satisfactory experience.

 

Top Leased Line Providers in the UK:

 

1.   BT Business:

  • Renowned for its extensive network coverage and reliability.
  • Offers a range of scalable leased line solutions tailored to business needs.
  • Known for robust customer support and service level agreements.

 

2.   Virgin Media Business:

  • Boasts high-speed leased line options with symmetrical upload and download speeds.
  • Known for innovative technology and flexibility in service offerings.
  • Offers competitive pricing and attractive contract terms.

 

3.   TalkTalk Business:

  • Provides cost-effective leased line solutions suitable for small to medium-sized businesses.
  • Offers a range of bandwidth options with scalable upgrade paths.
  • Known for responsive customer support and transparent pricing.

 

4.   Vodafone Business:

  • Offers a comprehensive portfolio of leased line services, including MPLS and Ethernet options.
  • Known for its nationwide coverage and reliable connectivity.
  • Provides robust SLAs and proactive monitoring for maximum uptime.

 

5.   Colt Technology Services:

  • Specializes in high-bandwidth leased line solutions for enterprise and wholesale customers.
  • Offers flexible contract terms and customizable solutions to meet specific business requirements.
  • Known for its focus on network performance and reliability.

 

These top leased line providers in the UK offer a diverse range of services tailored to meet the unique connectivity needs of businesses, ensuring reliable and high-performance internet access for enhanced productivity and growth.

 

Tips for Negotiating with Leased Line Providers:

 

  1. Know Your Needs: Before entering negotiations, have a clear understanding of your organization’s bandwidth requirements, uptime expectations, and budget constraints. This knowledge will empower you to negotiate effectively and ensure you get the most suitable solution.
  2. Ask the Right Questions: Don’t hesitate to inquire about specific details regarding service levels, network redundancy, and technical support. Clarify any uncertainties upfront to avoid surprises later on.
  3. Seek Customization: Leverage your negotiation power to request customized solutions tailored to your unique business needs. Whether it’s adjusting bandwidth levels or adding extra security features, a flexible provider will accommodate your requests.
  4. Compare Offers: Don’t settle for the first offer you receive. Take the time to shop around and compare proposals from multiple providers. Look beyond pricing alone and consider factors like reliability, customer support, and scalability.
  5. Negotiate Pricing and Terms: Negotiate pricing structures, including installation fees, monthly leased line charges, and contract lengths. Be prepared to discuss discounts, incentives, and any potential hidden costs to ensure a fair deal for your organization.
  6. Review the Contract Carefully: Once you’ve reached an agreement, thoroughly review the contract terms before signing. Pay close attention to clauses related to service guarantees, termination fees, and escalation procedures to avoid any misunderstandings down the line.

By following these tips, you can navigate negotiations with leased line providers confidently and secure a solution that meets your organization’s connectivity needs while staying within your budget.

 

Future Trends in Leased Line Technology and Providers:

 

  • Enhanced Connectivity Solutions: Leased line providers are continuously innovating to meet the evolving demands of businesses. Expect to see advancements in technology that deliver even faster speeds, greater reliability, and improved security features.

 

  • Adoption of SD-WAN: Software-Defined Wide Area Networking (SD-WAN) is gaining traction as businesses seek more agile and cost-effective solutions for managing their network infrastructure. Leased line providers are incorporating SD-WAN capabilities into their offerings to provide greater flexibility and control over network traffic.

 

  • Emphasis on Cybersecurity: With the rise of cyber threats, leased line providers are placing greater emphasis on cybersecurity measures to protect customer data and ensure network integrity. Look for enhanced encryption protocols, intrusion detection systems, and other security features as standard offerings from providers.

 

  • Expansion of 5G Services: As 5G technology continues to roll out across the globe, leased line providers are exploring ways to leverage this high-speed wireless connectivity for business applications. Expect to see an expansion of 5G-based leased line services, particularly in areas where traditional wired connections are challenging to deploy.

 

  • Focus on Sustainability: With increasing awareness of environmental issues, leased line providers are taking steps to minimize their carbon footprint and promote sustainability. Look for providers that prioritize energy-efficient infrastructure, use of renewable energy sources, and eco-friendly business practices.

 

As technology evolves and businesses embrace digital transformation, leased line providers will play a crucial role in delivering reliable, high-performance connectivity solutions that empower organizations to thrive in the digital age.

 

Conclusion:

Armed with the insights from our guide, you’re equipped to navigate the complexities of selecting a provider that meets your needs. From understanding the fundamentals to exploring top providers and future trends, embrace the power of reliable connectivity to drive innovation, productivity, and growth. With the right leased line partner by your side, the possibilities are limitless.

Cybersecurity, News, Telecoms, Telecoms News

New research shows that poor PIN hygiene leads to 62% of phone theft victims in the UK facing further financial loss and data breaches

  • 45 per cent of Britons use their main phone PIN for multiple apps
  • Businesses, including banks and fintechs, are not doing enough to support customers in protecting their personal data when they lose their phones

 

22 April 2024—London, UK: Nuke From Orbit, a fintech startup headquartered in the UK, has unveiled findings from its latest research report, shedding light on a concerning trend in smartphone thefts. The report indicates that in 62% of cases of smartphone thefts in the UK, the repercussions extend far beyond the initial loss of the device.

According to the research, not only were respondents’ social media and email accounts accessed, but one in four individuals also fell victim to digital wallet theft, resulting in monetary losses. Alarmingly, the study reveals that one in five respondents experienced compromised personal bank accounts through unauthorised access via mobile banking apps.

The alarming findings come amid the evolving boom in smartphone usage and the growing identity threat that users face. Although smartphones were created to simplify life with their many functions, users do not realise that this convenience has also made them more vulnerable to risk and therefore aren’t taking the appropriate precautions.

Other key findings from the research include:

  • The further losses the respondents reported can partly be attributed to poor PIN hygiene despite repeated warnings and guidance on password and PIN best practices.
  • 78% of the respondents use their smartphones for mobile banking, 85% for accessing email, 71% for managing social media and 51% for a digital wallet, indicating that cybercriminals can easily access their personal data from a single mobile device.
  • However, nearly half (45%) are in the habit of using the same PIN to gain access to the phone and multiple apps, services, and bank cards.

James O’Sullivan, CEO and founder of Nuke From Orbit commented, “Biometrics were introduced to make smartphones more secure because the frequency with which you need to input a PIN is greatly reduced, but our research shows this has led to some complacency. Criminals are returning to old-school shoulder surfing tactics – that made ATMs a nightmare – to access the phones they then steal to commit secondary crimes.”

A legislation that will contribute to the fight against such threats is The UK Product Security and Telecommunications Infrastructure (Product Security) Act, which will come into effect on the 29th of April. The Act will ensure that consumer technology products meet mandatory security requirements to protect against cyberattacks. Businesses will be accountable for protecting customer data as the regulation mandates them to set safety measures such as minimum default password requirements and providing information on reporting security issues.

With so much interconnectivity, and even authenticator apps and one-time passcodes utilising the same device, smartphones are at the heart of the challenge this legislation is designed to tackle.

“The Act is relevant for consumers and businesses, including banks, fintechs and online service providers. Service providers are responsible for ensuring they do everything possible to protect consumers when the worst happens. Our research suggests that currently, they are not doing enough. Nuke From Orbit is on a mission to support such service providers in protecting the digital identities of individuals and putting them back in control of their data swiftly when their smartphones are stolen.”

Nuke From Orbit offers a unique digital panic button, allowing individuals to block access to various services and accounts all at once if their smartphone is stolen. This world’s first solution adds a higher level of data protection and privacy in the mobile security market by fixing a significant vulnerability. Consumers can join the waiting list to be alerted when the service goes live in their region.

—

About Nuke From Orbit: 

Founded in 2023, Nuke From Orbit is a UK-based company developing a service that allows subscribers to block access to multiple services and accounts simultaneously, avoiding account compromise issues and monetary loss when their smartphone gets stolen. For more information and to see how the service works, visit https://nuke.app.

News, Telecoms, Telecoms News

Patrick Macdonald, Chairman of leading outsourced communications provider Moneypenny, has been elected a Fellow of the Royal Society of Edinburgh (FRSE)

Patrick Macdonald, Chairman of leading outsourced communications provider Moneypenny, has been elected a Fellow of the Royal Society of Edinburgh (FRSE).

The RSE is Scotland’s national academy with a Fellowship of 1,800 drawn from the sciences, arts, business, professions and the third and public sectors. Founded in 1783, the RSE plays a leading part in advising policymakers, inspiring innovators and helping tackle the most pressing issues of the day.

Patrick said “I’m honoured to join the RSE and its fantastic group of Fellows whose expertise, understanding and knowledge contribute so much to social and economic wellbeing both nationally and internationally. I look forward to playing my full part in its influential and important work.”

Joanna Swash, Group CEO of Moneypenny, comments “playing our part in our communities is really important to all of us at Moneypenny, both on a local and national level. We’re very proud that Patrick has been elected as a Fellow at the RSE. It is a tremendous honour.”

News, North Wales, Telecoms, Telecoms News, USA

Moneypenny Acquires Sunshine Communications Services to Further Strengthen It’s Position in the US Market

Moneypenny, a leading innovator in outsourced communication services has further extended its services in the US with the acquisition of Sunshine Communication Services.

Sunshine is an award-winning provider of bilingual (English and Spanish) call management solutions to businesses of all sizes ensuring they run smoothly 24 hours a day, 365 days a year. Based in Florida and founded in 1975 by the Gross family, the company is dedicated to representing clients’ business in providing customised services across a variety of industries.

The Moneypenny Group is a market leader, with its US HQ in Atlanta. The company employs over 1,000 people globally and delivers virtual receptionist and phone answering services, Live Chat, switchboard, fully outsourced customer service teams and a host of AI and technology-enabled services handling over 20 million calls and chats annually for thousands of businesses, from sole traders to multi-national corporations.

The company has ambitious growth plans, and this acquisition will take the US business to almost a third of the Moneypenny Group turnover. Demand for its services is growing at a significant rate as businesses continue to look at ways to improve how they interact with their customers, by blending technology solutions with highly skilled personal assistants to maximize operational efficiencies.

 

Joanna Swash, Group CEO commented, “We are delighted to welcome Sunshine Communication Services to The Moneypenny Group. This is our fourth acquisition in the US following Alphapage in 2022. Sunshine Communication Services is a successful brand and its acquisition will further complement the services we can offer to our clients in the US. Our aim is to be the number one provider in the US for outsourced communications, supporting businesses of all sizes to deliver a great customer experience with every interaction, regardless of channel.”

 

Brothers, Andrew Gross and Peter Gross from Sunshine Communication Services added, “We are excited about the opportunities this next phase presents for our business, and more importantly, for our team and customers. From the moment we met Moneypenny, it was clear our companies have a great fit, not just with our products and services, but also more importantly, with our strong culture and ethos. Looking after our people and putting the needs of the customer front and center are at the core of both of our companies.”

Employee Engagement, Tech, Telecoms News, Training News

Two-minute bursts of learning on the job – How Three UK Trains Staff During Peak Periods in the Retail Calendar with 3D simulation games on mobile devices.

As a leading telecommunications company, Three UK supports staff with innovative and high-quality consultative sales training to boost skills and confidence.

“Better connectivity, every day, for every customer.” 

The aim is always to provide the highest quality of communication and service to customers and the best employee experience for Three UK teams.

At peak seasons and sales teams still need quality training support to improve skills and boost confidence, but time away from the front-line to participate in training is not always practicable or desirable.

Three UK has found a solution by working with Attensi on game-based training simulations that can be played in short bursts whenever it is convenient for the individual staff member, on mobile devices.

Senior Digital and Learning Manager, Gordon Weston explains:

“The key thing is it is about the engagement and for some time we have been looking for some way of gamifying our learning. When I first saw Attensi…I knew it was going to be good.”

“For the majority of our customers, the only people they ever see are those that are in the stores so those front of house staff getting it right and really engaging with customers and really getting the right messages across is hugely important.”

The impact data has been impressive:

  • 924 users played
  • 40 mins of playtime per user
  • An average of 6 repetitions per module
  • Closing 81% of identified knowledge gap

 

Nikki Scarf, Senior People Development Manager said:

“Attensi changes the way people think about learning. They want to do it because it doesn’t feel boring. It doesn’t feel like school. It’s not the traditional method.”

“To have learning that they can just pull out of their back pocket, on their handset, they can do two minute games – it was phenomenal.”

 

Evelyn Johnston Head of Region Midlands UK adds:

“You go into the app. You can learn immediately. It’s done at your own pace, saves time – it’s more efficient. It’s more fun. It’s engaging.”

“People are our most important asset. That’s the difference in why people choose Three, because our people do a fantastic job of telling customers about the brand. They absolutely understand where a customer is coming from. Now this learning platform is going to enable them to do that even more.”

 

Craig Miller, Head of Region Three UK said:

“There has never been a more important time for us to make sure that we stand out from a customer experience point of view. The environment that we work in, the world that we live in is now so, so different and customers have never been in more need of support.”

 

Rosie Deakin, Strategic Account Manager – Consumer Europe, Attensi added;

“Three UK is leading the way in both the telecom sector and in employee engagement, so we are delighted they chose Attensi to train their teams who are spread across the UK. By adopting our simulated gamification platform and therefore by making training fun, Three UK teams are challenging each other to win the highest completion score. This is only good news for Three UK as their teams are able to deal with issues and queries in their fast paced roles and for the employees who are enjoying a full competency in their work. We look forward to our ongoing work with Three UK to ensure their team is the best in their sector.”

Business Tech, Telecoms News

New Research Reveals Brits Prefer Traditional Phone Calls to Emails for Customer Support

  • 69% of Brits will contact a business via phone call first before trying other methods when seeking assistance
  • Direct phone calls are the preferred method of communication for well over a third (38%) of British consumers when seeking support from a business
  • 45% say the customer service they receive over the phone is better than they get with other contact methods

From phone calls and email to web chats and social media, it’s harder for businesses to know which channels to prioritise for customers. Now, new research from the leading technology-based provider of communications services across Europe, Gamma Communications, suggests that voice calls should be a priority for businesses despite the increasing number of digital communication options.

According to the new research, well over a third of Brits (38%) say direct phone calls are their preferred method of communication with businesses over other channels such as emails, web chats, social media and video calls. A further 69% of consumers are likely to contact via phone call first before trying other methods when seeking assistance from a business.

With the vast majority (91%) considering it important to be able to easily call a business customer service line when they need assistance, phone calls evidently have a significant impact on the customer experience. To further underscore this, 80% of consumers say they would continue shopping with an SME that offers superior customer service over the phone, suggesting an impact on customer loyalty as well.

 Chris Wade, Chief Marketing and Product Officer at Gamma Communications commented on the findings: “When customers need support, it’s evident that businesses must understand exactly how their customers want to communicate. Even in today’s increasingly digital world, human connection is vital. Telephone calls have withstood the test of time for being one of the best ways to achieve that interpersonal bond. All businesses can use this to harness the, sometimes underrated, value of telephone calls to offer quality customer service and retain customers. Whether you’re a tradesman or a financial advisor, your voice has the power to yield customer loyalty.”

In the finance industry alone, evidence is clear on just how important customer support accessibility is to British consumers. The Financial Conduct Authority (FCA) reported finance firms had 1.8M open complaints (a 5% increase from 2022) in the first half of 2023 showing that customers will always, and increasingly, need business support. It’s how fast and easy they receive that support that leaves a lasting impression which can make or break a business’s reputation.

The research suggests the value of voice calls can be attributed to human connection. Almost half of Brits (46%) value phone calls because they feel better understood when communicating verbally. The same number (46%) find phone calls quicker and easier to use, while 45% believe that the support and customer service they receive over the phone is of higher quality in comparison to other contact methods.

Similarly, the biggest frustrations Brits face when contacting customer support are automated responses or the inability to speak with a human (49%), being subjected to long hold times (47%) and having no phone number to call or the phone number being hard to find (31%).

Gamma Communication’s research shows the ability to voice call a business is a necessity for customers and this is also seen across the UK regions, upon further breakdown of the data:

  • More than half (52%) of customers in the East of England value phone calls with businesses as they feel better understood when speaking over the phone.
  • Nearly half of Yorkshire customers (48%) value phone calls as they believe they are more likely to get an issue resolved faster over the phone.
  • Nearly half of South Western customers (48%) value phone calls with businesses because it’s more personal than digital or automated messaging.