Vulnerable Customers: launch of a 2-part programme
We are delighted to launch, in conjunction with TRUST, a 2 part programme which is designed specially to give contact centres the tools they need to best serve their vulnerable customer base.
Call North West and SWCCF are collaborating with TRUST, a professional and exceptionally talented training provider whose experience and knowledge in this area of expertise are unrivalled to deliver a wide range key topics in a fully collaborate style which address:
- The identification of customers in vulnerable circumstance and making reasonable adjustments.
- The wellbeing of staff interacting with vulnerable customers.
- The development of policies relating to vulnerable customers.
2 great programme streams
Programme 1 : Contact Centre Leaders Programme
3 great sessions for Contact Centre Leaders whose teams are dealing directly with the customer.
Programme 2: Setting the Operational Framework for Vulnerability
For Leaders setting the strategic direction for managing vulnerability .
Booking Information
All sessions will be delivered via MS Teams and copies of the slides presented will be provided after the sessions.
| Course Name | Session | June | July |
| Contact Centre Leaders Programme | Recognising Vulnerability | 22nd (10am -12pm) | 12th (10am – 12pm) |
| Contact Centre Leaders Programme | Making Reasonable Adjustments | 23rd (10am -12pm) | 13th (10am – 12pm) |
| Contact Centre Leaders Programme | Case Study Workshop | 28th (10am – 12pm) | 19th (10am – 12pm) |
| Course Name | Session | July | August |
| Setting The Operational Framework for Vulnerability | Why Vulnerability Matters | 14th (10am -12pm) | 10th (10am – 12pm) |
| Setting The Operational Framework for Vulnerability | Recognising Vulnerability within your Workforce | 20th (10am -12pm) | 11th (10am – 12pm) |
| Setting The Operational Framework for Vulnerability | Vulnerability Policy | 23rd (10am – 12pm) | 13th (10am – 12pm) |
| Course Name | Members rate | Non-members rate |
| Contact Centre Leaders Programme | £300+VAT | £375+VAT |
| Setting The Operational Framework for Vulnerability | £300+VAT | £375+VAT |
An additional 10% discount will be given for bookings to attend both courses.