This afternoon briefing will discuss the new DMA Contact Centres & Telemarketing Council’s Guidelines for call centres dealing with vulnerable consumers that have been created in conjunction with charities Alzheimer’s Society, Business Disability Forum and Rethink Mental Illness. 

Speakers from Alzheimer’s Society and the DMA Contact Centres & Telemarketing Council will explain the how to use the guidelines to adapt your processes and the importance to your business of doing so.

Why should you attend?

• Help enhance telemarketing operations / staff training for dealing with vulnerable consumers
• Understand the business benefits of implementing the guidelines
• Use telemarketing smarter as part of direct communications and marketing strategy
• Learn how to implement the guidelines into your business

About the guidelines

The guidelines are the first to be produced for the industry, providing detailed advice on how to identify vulnerable consumers, such as those living with dementia or mental health issues and other mental incapacities, 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

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