How has Brexit affected businesses?

There have been major changes for British businesses since the UK officially left the European Union on 31st January 2020.

The period since then has been a time of upheaval and readjustment, as CEOs and workers navigate the new post-Brexit landscape. And it’s still early days, with further challenges, obstacles and opportunities to be discovered over the coming years.

Read on to find out more about how Brexit has affected businesses, with a particular focus on those delivering customer services.

How has Brexit changed how UK businesses run?

The ‘big picture’ of what UK business looks like after Brexit is still emerging, as the dust settles and government policies are ironed out. But there have been a number of reports and studies focusing on the impact of Brexit on certain industries. Some of the key findings include the following:

• Increased costs – particularly in relation to bureaucracy, taxes, tariffs, duties and red tape
• Labour and skill shortages
• Supply chain issues – global supply chains have also been significantly affected by the COVID-19 pandemic in 2020-21
• Loss of trade with the EU – however, new trading opportunities have opened up with other global markets
• Growth opportunities for businesses – this is partly due to the fall of the British pound (which makes British-made products cheaper for global markets, and therefore more attractive)

Has Brexit changed customer service methods?

Brexit has also affected the way that businesses deliver customer service, and how they communicate with customers. This has happened in a number of areas, such as:

Customs and regulatory changes

Customer services teams are needing to manage consumer expectations as customs rules change and supply chains are potentially disrupted. They’re the first port of call for customers frustrated at delays in receiving goods or services, and are likely to be coping with a spike in complaints and demands for assistance.

Product and service availability and pricing

Call centres will need to adapt their processes for communicating pricing and availability, which may have changed since the UK left the EU. Again, it’s all about managing expectations, anticipating customer concerns and providing clear, helpful information.

Regulatory compliance

As EU rules may no longer apply to customer service functions, legal teams will need to ensure that businesses comply with a changing landscape of regulatory compliance.

Data privacy

EU-originating GDPR rules still apply in the UK, but UK-based businesses which provide customer service support in other countries will also need to ensure they follow data protection rules there too.

Outsourcing customer services post-Brexit: is it a good option?

In a post-Brexit world, it can be difficult for businesses to stay on top of changes to compliance, regulations and consumer expectations too. Even for those able to adjust, it’s likely that there is even more upheaval on the horizon – as the UK and EU continue to navigate their new relationship.

This is why outsourcing customer service can be a smart choice. For starters, it offers peace of mind that all compliance boxes are being ticked, by specialists who have made it their business to get to grips with the detail.

At CallCare, we can steer you through regulatory changes, as well as overcoming language barriers so that there are no limits to the global markets you can reach. We can also help you to deliver seamless customer experiences, no matter where in the world your customers are.

Outsourcing customer services can also deliver a world of other benefits. This includes increased cost-efficiency, access to global talent pools and delivering round-the-clock support to your customers.

Ultimately, this allows your business to focus elsewhere, such as how best to adapt to post-Brexit market dynamics and changing regulations.

Posted by Gemma Harding

As Head of Client Services, Gemma is an expert in the customer service industry. With over 20 years of experience in the call handling process she will guide your organisation to an improved customer service strategy. Hobbies include all thing equestrian.

View other posts by Gemma Harding