Webinar Replay: Top Tips for Supporting Vulnerable Customers
Are you doing enough to support vulnerable customers?
Recent Call Centre Helper research shows only 60% of contact centre leaders feel confident in recognising vulnerability. With the FCA’s Consumer Duty Act emphasising its importance, the challenge remains significant. Vulnerability varies widely, from personal factors like disabilities to situational issues like bereavement. The best contact centres tackle this with a multilayered strategy, combining proactive and reactive measures.
So, what does best practice look like in 2025?
Watch this webinar, where experts explore the skills, techniques, and processes your agents need, for peace of mind that you’re doing your utmost to support vulnerable customers.
What You Will Learn:
Recent Call Centre Helper research shows only 60% of contact centre leaders feel confident in recognising vulnerability. With the FCA’s Consumer Duty Act emphasising its importance, the challenge remains significant. Vulnerability varies widely, from personal factors like disabilities to situational issues like bereavement. The best contact centres tackle this with a multilayered strategy, combining proactive and reactive measures.
So, what does best practice look like in 2025?
Watch this webinar, where experts explore the skills, techniques, and processes your agents need, for peace of mind that you’re doing your utmost to support vulnerable customers.
What You Will Learn:
- What skills agents really need to handle calls with vulnerable customers
- Why the focus on vulnerability is moving beyond regulated and financial services
- How the latest technology can help identify vulnerable customers
- How to proactively train agents to support vulnerable customers
- How to reactively help your teams cope after challenging calls
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