Over 500,000 UK Adults Stammer

Research from STAMMA – the charity supporting people who stammer, found that 65% of calls from those customers were mishandled. 

Callers were talked over, laughed at, trapped in IVR loops and hung up on. 1 in 5 gave up or had to ring back. Many described themselves as stressed and humiliated. 

That is abandoned sales, repeat contacts, reputational damage and a clear Equality Act risk. 

Get it right and the same callers become some of your most loyal, and they’ll tell their friends and family too.

ContactBabel is working with STAMMA to benchmark how UK contact centres currently handle this, so we can all work to improve the contact centre experience for this set of vulnerable customers.

The survey takes 5 minutes, is anonymous, and you get the results.

Please take part in the survey here

Author: Jo Robinson
Reviewed by: Robyn Coppell