The definition of a vulnerable customer, according to the UK (FCA), is a “customer who is particularly susceptible to detriment due to personal circumstances.” Vulnerable callers – low income, elderly, homeless, mentally ill, asylum seekers, etc. – are becoming more and more common. These customers require specialised care from a well trained, equipped, and (mentally) supported agent. HGS UK is well prepared to address the needs of the vulnerable with:
Technology (e.g., speech analytics) to assist with identifying vulnerability
Channels that allow for discreet communications
Specialised queues that allow longer AHTs
Sensitivity training and empwerment for agents
Text-based/SMS, video calling, TTY, closed captioning, speech recognition, voice-enabled/controlled options
Real-time translation and language lines
Internal health and wellbeing programs that provide support to agents who are supporting the vulnerable