Do you know how many of your customers would be considered vulnerable?
Call centres have a bad reputation among customers, but it doesn't have to be that way. Martin Ellingham, Senior Product Manager for Aptean Respond, explains how Quality Assurance (QA) can make a major difference to call centre performance.
Vulnerable customers are hard to define, hard to legislate for and even harder to identify. This is reflected in much of the diagnosis and provision targeting vulnerability in the financial sector.