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 NameSessionJuneJuly
Contact Centre Leaders ProgrammeRecognising Vulnerability22nd (10am -12pm)12th (10am – 12pm)
Contact Centre Leaders ProgrammeMaking Reasonable Adjustments23rd (10am -12pm)13th (10am – 12pm)
Contact Centre Leaders ProgrammeCase Study Workshop28th (10am – 12pm)19th (10am – 12pm)
Course NameSessionJulyAugust
Setting The Operational Framework for VulnerabilityWhy Vulnerability Matters14th (10am -12pm)10th (10am – 12pm)
Setting The Operational Framework for VulnerabilityRecognising Vulnerability within your Workforce20th (10am -12pm)11th (10am – 12pm)
Setting The Operational Framework for VulnerabilityVulnerability Policy23rd (10am – 12pm)13th (10am – 12pm)
Course NameMembers rateNon-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.