Dealing with vulnerable customers

The DMA have launched a white paper ‘Guidelines for call centres dealing vulnerable consumers’ and we were at the event yesterday which included some interesting presentations from various charities and industry experts. Here at EC Group the variety of clients in our portfolio means that we do come into contact with vulnerable consumers so welcome the guidelines as they will help us develop our own internal guidelines and training for our call centre staff. Vulnerable consumers include those with a diagnosed condition such as dementia, those with a range of mental health conditions, those with learning difficulties or literacy issues or those for whom English is not their first language. Click here for more details.

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