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Does Your Call Centre Do A Good Job With Vulnerable Customers?

05.09.18
Vulnerable Call Centre Customers

Or… How To Improve Everyone’s Experience By Thinking About Everyone.

By Phil Kitchen, Director, the Contact Centre Panel

Whether your business is in sales, customer service or any other, Call Centres deal with customers from all parts of society. By nature, customers are most likely to call when there is an issue that needs to be dealt with. Vulnerable customers often begin their interaction with your Call Centre from a place of frustration, so it’s important that you’re well equipped to deal with them and leave them with a good experience.

It’s important to understand how large an issue vulnerability is in our customer base:

Jacqui Crawley from KMB, who delivers workshops on vulnerability for the Contact Centre industry, says “Vulnerability is a sensitive topic and whe