New guidelines for call centres dealing with vulnerable people

The Direct Marketing Association has published a set of guidelines for call centres on how to identify and manage dealing with vulnerable people.

Age UK, Alzheimers Society, Dementia Action Alliance and Rethink Mental Illness all support the voluntary initiative, which has be produced in conjunction with companies including BT, nPower, Blue Donkey, KMB Ltd, ReynoldsBusbyLee, Orbital Response and Steve Smith.

The guidelines set out step-by-step the signs to look out for to identify consumers who may be unable to make an informed decision, such as those living with dementia or mental health issues, and how best to communicate with them.

In a statement the DMA said the new guidelines are an update of guidance produced in 2012. The association will provide support and advice to companies on how to adapt their training and processes to incorporate the guidelines.

“The DMA encourages organisations to implement these guidelines: implementation may be dependent on the capability of internal systems and processes of the individual organisations. They complement DMA members’ obligations towards vulnerable consumers laid out in the DMA Code.”

Access the guidelines here << http://www.dma.org.uk/uploads/55c9b50f80d28-guidelines-for-dealing-with-vulnerable-consumers-august-2015_55c9b50f80c7b.pdf>>.