Caring for Vulnerable Customers

A real challenge for contact centres

One area that is particularly difficult to effectively monitor is customer conversations into the contact centre. Whilst calls will typically be recorded, only a small percentage will be listened to for compliance or quality management (typically less than 1%).

It is dangerous to assume that busy front line staff will spot and report interactions with vulnerable customers and so it is likely that many such interactions will go unreported and staff may not be adequately coached and supported.

The consequences of failing to effectively address this issue are many fold. Additional stress factors to the customer, increased anxiety for your front-line staff and reputational damage to the business, not to mention possible fines from regulators.

Digital protection – for customers and your organisation

By adding this high quality software you can achieve the following:~

• Monitor all calls and red flag interactions with potentially vulnerable people.
• Use new “Sentiment Analytics” to seek conversations where a customer may exhibit concerning behaviour.
• Ensure that all advice customers receive is recorded and analysed to allow agents to receive best practice coaching.
• Use speech analytics to ensure the clarity of all verbal communications, allowing your organisation to modify the explanation of benefits and reduce the jargon used when speaking to sent to potentially vulnerable customers.

As well as protecting the most vulnerable in society, it also protects your organisation and staff from potential breach of compliance regulations, litigation and loss of reputation.