‘We are simply not doing enough… shop workers are feeling intimidated and threatened. They fear going into the workplace, particularly when returning to work after experiencing or witnessing violent behaviour towards them or their colleagues.’
This is just an extract of what Labour MP for Blaydon Liz Twist said before the House of Commons in December 2023, as part of a wider debate on adopting legislation to make abuse or violence towards retail workers a criminal offence. This follows a report from 2021 that highlighted how, in the wake of the Covid-19 pandemic, the ‘lifeblood of local high streets and communities’ were subject of such abuse.
Employee safety in retail is certainly a legitimate concern; 88% of retailers say that today’s shoplifters are far more aggressive than they were in the past. The rise in aggression is a huge factor in the intentions of a fifth of retail workers to leave the sector, carrying on the repetitive cycle of the retail industry fighting high turnover rates. If violence continues to occur at such a rapid rate year on year, then that turnover rate will increase as well.
The Hight Street, however, can incorporate innovative technology to tackle the ‘intolerance epidemic’ and start implementing measures that deter violence and enhance employee wellbeing. When powered by a reliable network that guarantees greater connectivity, threats can be mitigated and a safer environment for both employees and the customers they serve can be achieved.
What has contributed to the ‘epidemic’?
UK retail workers, on the whole, experience 1300 incidents of violence and abuse a day. From racial abuse to physical assaults, staff are becoming subject to such instances at an alarming scale, with shoplifting also becoming a more common occurrence throughout the sector. 76% of retailers also believe that the number of incidents involving organised crime groups has increased over the last year. £1.8 billion is now being lost due to shoplifting, with culprits becoming more violent and bolder in their crimes.
Factors which have caused a spike in violence and abuse against retail staff include:
- The ongoing cost of living crisis, with inflationary pressures making basic goods unaffordable to certain sections of society, prompting some to resort to shoplifting
- Confronting shoplifters during, or after, the incident has occurred
- A failure by local police to follow up on reports of these kinds of crimes, with 73% of serious retail crimes not receiving an adequate response
- Staff numbers being reduced as part of cost-cutting measures, causing employees to work in isolation or, if experiencing greater workload pressure, being more culpable to mistakes and the potential frustration of customers
- Challenging customers over age-specific products, such as alcohol and tobacco products
- The possibility of customers being under the influence of drugs and alcohol, especially at a time when funding for support services has dropped by a third from 2013-2023
When considering factors such as these, plus the visible consequences that they have on the retail sector, it’s abundantly clear that action must be taken to improve employee safety. Staff need to be equipped with the means to conduct their roles without the threat of violence hanging over them. Much like how the High Street has already turned to technology to improve efficiency and create an omnichannel experience for customers, innovative solutions hold the key to safeguarding employees.
The introduction of body-worn cameras
Body-worn cameras are a common sight on the uniforms of police officers, and retail staff are now following suit. These cameras store both audio and visual recordings that record interactions from the perspective of the staff member, which are then stored internally. Footage can also be streamed via Wi-Fi to a security control centre or cloud-based evidence management software which, in accordance with GDPR, will be stored for a certain period.
The major benefits of deploying these cameras are how they deter aggression and, in the case of abuse, can be used as evidence to support prosecution. Staff can feel more confident knowing that any aggressive customers will have been caught on camera, vastly improving their wellbeing and overall feelings of safety. With evidence readily available, reporting these kinds of situations becomes much easier and can give businesses the confidence that action from law enforcement can be taken.
After the introduction of body-worn cameras, theft and violence incidents decreased by an average of 45% compared to stores that haven’t equipped staff with them. In combination with other pieces of surveillance technology, blind spots can be eliminated and further shoplifting offences can be cut down. The added assurance of body-worn cameras gives customers a safer environment to shop in, and staff a safer one to work in.
The tried and tested security camera
As cameras now start appearing on the uniforms of retail staff, the security cameras found on ceilings and other heightened areas remain in place. They are the vital components behind a store’s CCTV system, with their strategic placement keeping watch over key areas of the store, including entrances and aisles with high-value products. From turret cameras to the more advanced thermal cameras, these devices record footage that’s stored in a central location for further usage if necessary.
Much like with their body-worn counterparts, these cameras are an excellent deterrent to illegal activities. The potential is there to share recordings with police, who can run it through databases and identify perpetrators with ease. Over the years, these cameras now record footage in higher definition, allowing issues to be identified more effectively, with AI-powered analytics able to handle greater amounts of data that can determine when an incident took place. Indeed, thanks to the power of the cloud, footage can be accessed remotely at any time.
These cameras are also a great tool for preventing theft from staff, which accounts for 40% of all retail theft incidents. High Street businesses can negate the impact of inventory shrinkage, with these loss prevention measures ensuring greater protection to the bottom line while making sure staff are held accountable for their actions. With 24/7 surveillance, traditional CCTV cameras remain a firm fixture in creating a safer retail environment.
The vital role of facial recognition
Traditional cameras can go a step further when they can support facial recognition. By checking customers against a database of known shoplifters and other troublemaking individuals, staff can be alerted and made aware of their presence, allowing appropriate action to be taken depending on the nature and context of their crimes. Having this information at hand is not only an excellent loss prevention measure, but also ensures staff safety by containing the situation before it develops.
With £55 million being invested by the UK government in facial recognition technology, it’s clear that its implementation is vital in keeping retail spaces safe. Some have already seen 90% of previous offenders being stopped from repeating their previous shoplifting actions, and acts as a strong deterrent against theft and abuse aimed at employees.
While concerns remain about data privacy and accuracy, a number of leading retailers are already working closely with law enforcement through Project Pegasus and the sharing of CCTV images that can be cross-checked alongside the Police National Database. The incorporation of biometrics provides a ‘new zero-tolerance approach to tackling shoplifting’ and, most importantly, greater staff security.
The power of plate recognition
While cameras can also identify offenders by their facial signatures, a greater level of safety and loss prevention can be achieved through number plate recognition technology. Automatic Number Plate Recognition (ANPR) is a common feature on the vast number of cameras situated on the roads across the country, with this technology being utilised in situations such as checking the average speed of motorists, detecting uninsured drivers, and locating stolen vehicles. In the retail sector, number plate recognition can be applied across various use cases.
As of April 2024, petrol prices stood at 150p a litre. With the cost of living crisis ongoing, motorists may be tempted to fuel up their cars and drive away without paying. ANPR-enabled cameras can not only record the initial incident, but also alert staff when the vehicle enters the forecourt. Just like with facial recognition and a successful database match, staff can then take the right amount of action towards the previously offending driver. Having this kind of deterrence in place can discourage ‘drive-offs’ and arm employees with a warning if the situation potentially escalates.
These kinds of cameras in car parks, as a further way to give employees the means to anticipate the return of any previously offending personnel. While the principal use of these cameras would be to manage parking restrictions, number plate recognition can detect any vehicles of interest. Considering 1 in 2 repeat offenders use vehicles as part of their crimes, prior awareness to previously abusive customers can prepare staff to reduce any potential conflict, prevent loss, and above all maintain safety.
The added reassurance from connected headsets
If staff are in potential danger from an abusive and violent customer and require immediate assistance from colleagues, then headsets are extremely useful in this kind of situation. Other employees can be discreetly alerted about what’s transpiring, and in some cases can use their headsets to inform in-store security and even emergency services in case things escalate. It’s a far more effective way to alert other staff members compared to tannoys or walkie talkies.
Staff equipped with wireless headsets can help reduce shrinkage by 25%, and feel empowered knowing their colleagues can be easily reached. In larger, busier stores, employees can coordinate and ensure any procedures regarding an abusive customer can be carried out without any hinderances. This can be extremely beneficial if staff numbers are reduced during a night shift and are more likely to be working in isolation.
As with so many other security measures, headsets act as a powerful deterrent to shoplifting and violent behaviour. Knowing that their actions could have immediate and damaging consequences can maintain a safer retail environment for everyone. With better trained individuals ready to respond to any kind of violence or abuse, employees equipped with headsets can stay one step ahead of any potentially dangerous situations.
The ability to alert with personal safety devices
Lone workers can also benefit from a personal safety device that adds an extra level of security when working in isolation. These devices can be equipped with panic alarms or a check-in system that can alert colleagues in real-time if experiencing any kind of abuse. Personal safety devices can also be concentrated in an app, providing the necessary features to keep staff safe in a centralised and convenient solution. In some case, devices can support audio recording, meaning that, when combined with visual recordings, a more accurate report can be given to the police that allows offenders to be prosecuted.
Providing these kinds of devices can give employees confidence that they have a means of protection at hand if dealing with a problematic customer. Alerts can be issued discreetly and stop the problem from escalating further thanks to colleagues being alerted in real-time. For those operating in isolation or working during a late-night shift, having this kind of technology at hand means they can work with peace of mind knowing that they have the tools readily available to protect them from any kind of harm.
Employees can enjoy greater job satisfaction as well, with 48% of employees having a more favourable opinion of their employers when provided with a personal safety solution. Distributing safety devices to lone workers also means businesses can abide by lone worker regulations, which demonstrates how serious an employer is about maintaining the wellbeing of all their staff, regardless of location. In any case, integrating personal safety devices into a retailer’s security strategy is certainly a productive step in enhancing employee safety.
The technology to monitor wellbeing
80% of retail staff have reported a decline in their mental wellbeing overall, with 30% of retailers highlighting a rise in abuse from customers as a prominent factor in declining mental health. This means that implementing security bolstering measures are vital in creating a supportive culture and making a real difference. Keeping an eye on how employee wellbeing is progressing after security measures have been applied means retail leaders can track how effective they have been.
A ‘happiness dashboard’ has already been developed, which uses generative AI to assist in the development of a wider wellbeing strategy. By being able to pre-emptively anticipate any rising problems regarding employee safety concerns, appropriate action by decision makers can be taken and provide a safer working environment. In a sector like retail where the hours can be antisocial and lone working is a distinct possibility, that duty of care towards staff is extremely important.
No matter the technology being deployed, the High Street must take full advantage of it to improve staff safety and fortify the mental wellbeing of all customer-facing employees.
Staff safety starts with a reliable network
The overall cost of retail crime prevention has now reached £3.3 billion, showing just how serious retail leaders are taking the rise in theft and abuse directed towards staff. Whether it’s cameras, alarms, or even AI-powered dashboards, technology is a vital ally on deterring offenders and keeping retail staff safe. However, the benefits these solutions can bring can’t be enjoyed in full without a strong, reliable network that provides a heightened level of connectivity. That enhanced connectivity also provides the impetus to re-imagine business communications and change the way that you interact with your customers.
Relying on a vast array of technological devices means having the capability to support them, regardless of their location or purpose. With a trusted managed service provider (MSP) like Gamma by your side, both your network and staff can stay safe and secure.