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What happens if you’re on a call and the person on the end of the line asks you a question you’ve just answered? Or you get the feeling the caller doesn’t completely understand the situation?
What if it turns out they’re hard of hearing and only picking up parts of the conversation?
Recognising when someone can’t fully participate in a discussion can be tricky and you may find yourself in a situation where you have to decide whether to continue with the call or seek input from your team manager.
It’s an increasingly common scenario. An ageing population, a rise in the numbers of people with dementia and increasing recognition of mental health conditions are all having an impact on how companies communicate best with clients.
There are many call and contact centre vacancies on s1jobs but whether you choose to work for a commercial company, a service provider or as part of the charity sector, there will be times when you’ll need extra support talking to customers if you’re going to deliver for them.
Last year the Direct Marketing Association (DMA) updated its guidelines for call centres on how to deal with dementia sufferers, helping staff to identify those affected and offer the best possible service to callers who cannot make an informed decision.
For staff this can be a serious responsibility, so the DMA also offers ongoing support to companies.
This means those on the front line have access to training and the latest guidelines.
A number of key charities, including Dementia Action Alliance, Alzheimer’s Society and Rethink Mental Illness, were involved in the development of the guidelines,
Alzheimer’s Society’s Chief Executive Jeremy Hughes said: “Someone with dementia may be confused during a call and sign up for a product they don’t need or can’t afford.”
If you want to land a new call centre role, this is something you don’t want to happen, either to dementia sufferers or anyone else in a vulnerable position.
Of course the longer you do the job, the better your senses become attuned to callers who may not be best placed to make choices.
Through your training you’ll have clear guidelines on what to do in this kind of situation.
Working in a front line position brings real responsibilities – but with compassion, common sense and the support of your employers, you’ll be in a great position to make a difference.
Why not begin right now with a look at the latest Call & Contact Centre roles on s1jobs?