Calls From Customers Who Are Driving

Calls From Customers Who Are Driving

Is there an industry best practice/ advice on how to handle incoming calls from Customers who are driving?

To support with Customer safety, should we be advising customers that they should be using hands free? Should we limit the duration of calls? Should we handle calls differently if they become ‘aggressive’/’worked up’ etc (obviously we should always try and resolve if possible)

Question asked by Shaun

This Article May Help

https://www.nidirect.gov.uk/articles/using-your-mobile-phone-while-driving

It is illegal to drive a vehicle or ride a motorbike while using a hand-held mobile phone or a similar device like a BlackBerry.

Hands-free phones can also be a distraction and you’ll risk prosecution for not having proper control of your vehicle when using one.

It does not give any advice for inbound calls but does give this for outbound calls.

Calling someone when they’re driving

Callers play an important role. If you ring someone on their mobile phone who turns out to be driving when they answer, say you’ll call them later and hang up.

With thanks to Jonty

Author: Jonty Pearce