Recorded Webinar: Top Tips for Supporting Vulnerable Customers

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Are you doing enough to support vulnerable customers?

The latest Call Centre Helper research shows that only around 60% of contact centre leaders feel like they are – the rest either don’t, or worse still, don’t know.

It’s a disappointing picture, particularly given the introduction of the FCA’s Consumer Duty act in the UK back in 2023, which emphasises the importance of recognising vulnerable circumstances.

Yet the matter is unavoidable. After all, customers are people – all experiencing the ups and downs of life. What makes this even more challenging is the sheer variety in vulnerability cases out there – from personal vulnerability (e.g. physical disabilities) to situational vulnerability (e.g. bereavements) – and there’s no magic bullet.

That’s why the best contact centres approach vulnerability with a multilayered strategy – combining both proactive and reactive measures.

So, what does best practice look like in 2025? Join us for this informative 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.

Panellists:

• Jenna Birchall – Vulnerability Consultant, Helen Pettifer Training Ltd

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• Richard Bassett – NICE

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• Megan Jones – Call Centre Helper

Topics Discussed:

• 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

Click here for this webinar recording

Author: Rachael Trickey

Reviewed by: Jo Robinson