CCMA | Supporting vulnerable customers in the contact centre

March 18, 2022

Supporting Vulnerable Customers in the Contact Centre

A CCMA research paper

Customer vulnerability was amplified by the pandemic with two out of three adults (66%) in the UK self-identifying as having at least one vulnerability.

The CCMA, commissioned by Odigo, conducted bespoke research to explore customer experience and vulnerability. Real insight can better inform the development of supportive contact centre strategies.

This research seeks to provide answers to some of the fundamental questions about customer vulnerability:

How to identify vulnerable customers
The types of vulnerabilities that exist
The impact of the pandemic on vulnerability
How to encourage vulnerable customers to seek support

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