Fighting retail crime

Olivia Robinson at VoCoVo argues that the fight against shoplifting, abuse and other retail crime is not yet lost

Nobody should face physical or psychological harm just by going to work. Unfortunately, for those working in retail, it’s become an alarming norm. The latest Retail Crime Survey shows the highest-ever levels of violent and abusive incidents on the shop floor, with a staggering 1,300 cases of racial abuse, physical assaults or threats with weapons noted per day.

On top of this, shoplifting incidents more than doubled from 8 million to 16.7 million in 2023, resulting in the largest ever loss for retailers, amounting to £1,8 billion.

The fight against retail crime has been long fought, and it appears to be getting harder to win. Those working in retail environments are required to remain vigilant to theft at an unprecedented level, and team members are now constantly scanning the aisles and weighing up what action to take when they see something they’re suspicious of.

Criminals are also adopting more sophisticated tactics when it comes to store theft, such as deliberately distracting employees and waiting for shop-floor colleagues to head into the warehouse before making a move.

There’s no denying that the task of preventing crime has become so ingrained in the day-to-day lives of retail workers.

The urgency of action

The latest findings highlight the scale of the issue. With the sector focused on employee retention and becoming an attractive destination for prospective employees, retailers are making every effort to tackle the issue head on.

Retail workers are facing physical threats that impact their abilities to do their jobs effectively, and those threats often translate to long-term psychological trauma. According to a poll carried out by Independent Retail News, 41% of retailers suffer from insomnia or sleepless nights, and 8% have been diagnosed with post-traumatic stress disorder (PTSD) as a result of customer abuse and burglaries.   

Without change, there’s a real danger that workers will continue to face uncertainty and may pursue other jobs that they perceive as safer. This could deepen the staff shortage crisis, putting extra responsibilities and hours on existing, over-stretched workers. It could also create a hiring problem ahead of busy holiday seasons as retail careers won’t be seen as an attractive, or safe, option.

Smart technology for safety

Amidst these daunting realities, there’s a strong need for proactive intervention. In-store security teams do a great job, but they simply cannot be everywhere at once. CCTV cameras can help spot suspicious behaviour across many shop areas, while smart shelving can alert of unusual patterns of stock depletion.

Retailers that can afford such measures often have multiple security devices that don’t communicate with one another. With each device issuing its own notifications, teams find themselves bombarded with alerts spread across multiple devices. This constant checking disrupts customer service and increases the risk of missing serious security incidents.

However, for smaller, independent retailers, implementing 24/7 CCTV coverage often proves to be too expensive.

The integration of smart technology is therefore key to fortifying security measures within retail environments. By leveraging and connecting multiple devices on the shop floor, teams can gain confidence to navigate challenging situations effectively, knowing they have a team member on hand to support them.

Smart devices can facilitate seamless, discreet communication between colleagues, security personnel, and emergency services. When integrated, a smart camera can spot suspicious activity and send an alert straight to the security team. If a smart shelf notices unusual stock depletion, it can alert all colleagues to a possible crime in progress.

Telephony integration can further enhance safety by enabling colleagues to call emergency services from any location within the store, eliminating the need to locate a physical phone during critical moments. The visible presence of direct communication channels serves as a formidable deterrent to potential criminals, reinforcing the commitment to maintaining a secure environment for both employees and customers alike.

Safer future of connected stores

Tackling organised crime is a job for the police, but all measures that keep shop floor teams out of harm’s way in the meantime must be explored. Many retailers have already implemented multiple technological solutions in their stores, so it’s often the case of maximising those investments through integrations to make every colleague feel safe, supported, and empowered whilst at work.

The fight against retail crime is far from over – it’s a battle that demands vigilance, innovation, and unwavering collective commitment. By creating connected stores, retailers can turn the tide in the fight against retail crime and build safer workplaces for colleagues, and more welcoming environments for shoppers.

Olivia Robinson is Head of UK & EU at VoCoVo

Main image courtesy of iStockPhoto.com and SPmemory