martin-calling

Why talking to people is the right thing to do

Chris Roper,

6th March 2017

Talking to people can do great things, especially about something as important as energy. 

Across the UK, there are millions of people stuck on Big Six Standard Variable Tariffs (SVTs), paying £100s more than they need to – why?

Perhaps they don’t know how much they could save, or how easy it is to switch. A lot of us are creatures of habit, and the hassle of doing something new can put us off.

But I think it’s safe to say that everyone wants to save money – especially if you get better service, too.

That’s why we’re using every tool at our disposal to reach the 66% of the UK paying too much for their energy, and suffering the inefficiencies of the Big Six. 

We’ve filmed TV ads, launched social media campaigns, and worked with the BBC’s Money Box program. But even this doesn’t reach everybody.

That’s why we like to speak to you.

I know, I know. Phone calls can be a bit of a nuisance if they’re unexpected. But we really believe we’re doing the right thing by reaching out to those we think we can help, and many of our customers agree:

“Got a call from Octopus. The salesperson was very friendly but as I was away from home I couldn't access details of my current tariff. It was agreed that he would phone me back at a day/time to suit me. No pressure to commit. The tariff quoted was very competitive so I agreed to switch.”

M Faulder (TrustPilot)

“Switched after receiving a call from them, normally don't answer those calls but so glad I did. We've saved money and they're really friendly and straightforward. Great company!”

J Ballard (TrustPilot)

“I got a cold call and was a bit sceptical to be honest but I needn't be, great company with good prices, simply on line services and a real personal touch when you contact them, totally 100% recommend.”

J Grieve (TrustPilot)

We used to get a lot of phone calls from people who wanted to sign up but didn’t know how to do it. Even more worrying was the thought of how many didn't bother to call, those who'd simply given up, having not known where to start.

It's a sad indictment of the energy industry that a lot of people don't how to switch, or if they're getting a good value. 

So we asked ourselves, “How can we make signing up to us even easier?”

By reaching out.

Now, we don’t want to bother people or waste anyone’s time. This isn’t about calling as many people as we can in the hope we’ll reach the right people by chance. That’s not the Octopus Energy way at all.

Instead, we look for:

  • People who have “opted in” to receiving energy communications

  • People who are on SVTs, or haven’t switched in over a year (so likely overpaying)

  • People who aren’t on prepayment meters (as we don’t support them yet)

  • People who aren’t already an Octopus customer

  • People who aren’t on the Telephone Preference Service (TPS)

Then if we think you'll benefit from a quick chat, we give you a ring. 

So far, we've saved the customers we've spoken to an average of £204.90 against Big Six SVTs – savings they might have missed had we not got in touch.

We don’t always get it right, of course. Although we strive to be extremely selective about whom we speak to (so our call is welcome, if not expected), some people do slip through (opting in to energy emails can occasionally override TPS registration, for example). And when this happens we apologise and make sure we don’t call again. 

The important thing is that we try. Across the country, households stuck on Big Six expensive tariffs might not know what's out there, or how to get it. The least we can do is show them a way.

Hey! Just so you know, your device is fully charged and you're still charging it. Removing the charger will avoid degrading your battery 😊

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