Design For Dignity
Retail Guidelines

Guidance on contact centres*Contact centre or call centre? A Contact Centre is a place that manages in-bound and out-bound calls, email contact, manages social media communication. A call centre usually means just in-bound and out-bound phone conversations. Some elements of the discussion applies equally to smaller businesses that has a person who answers the phone.

A man wearing headphones at a computer in a contact centre

There are no ‘rules’ for how contact centres should be structured to deliver the best experience for people with disability. What follows are some suggestions drawn from a variety of sources including the AND surveys mentioned elsewhere and several international guidelines.