White Paper: Supporting Vulnerable Customers in the Contact Centre

Vulnerable customers are at a greater risk of harm due to financial, health or capability constraints. It is vital that every contact centre knows how to identify vulnerable customers and tailor services accordingly to minimise the risk of harm.

To provide insight to help contact centres develop their strategies for vulnerable customers, CCMA with the support of Odigo commissioned bespoke research to understand vulnerable people and to provide answers to some of the most pressing questions around customer vulnerability.

This research seeks to provide answers to some of the most pressing questions around customer vulnerability:

How to identify vulnerable customers?

What types of vulnerabilities exist?

What has been the impact of the pandemic on vulnerability?

How to encourage vulnerable customers to seek support?

What providers are doing to support vulnerable people?