The DMA’s Contact Centres & Telemarketing Council has published a set of guidelines for call centres and companies engaged with telemarketing practical guidance on how to identify and manage a call with someone they believe is unable to make an informed decision, such as those living with dementia or mental health issues.
Guidelines for call centres dealing with vulnerable consumers sets out step-by-step the signs to look out for to identify a vulnerable consumer and how best to communicate with them. The guidelines also include details on how managers can support their staff to ensure responsible contact with vulnerable consumers.
Alzheimers Society, Dementia Action Alliance and Rethink Mental Illness all support this voluntary initiative, which has be produced in conjunction with companies including BT, nPower, Blue Donkey, KMB Telemarketing, ReynoldsBusbyLee and Steve Smith.
The DMA will provide support and advice to companies on how to adapt their training and processes to incorporate the guidelines.