Design For Dignity
Retail Guidelines

Guidance on contact centres

Identity

When a carer or assistant is calling on behalf of a customer with disability, they often encounter issues in relation to “privacy”. In most cases the operators are following instructions and rules that seek to protect personal information or data and are doing so with the right intent. From the customer's perspective, this feels like unwarranted bureaucracy. Where you have more complex relationships with customers and maintaining confidentiality is important, contact centre operators need to be able to do two things:

• Explain why the identification of the caller is important in simple to understand terms rather than simply stating, “No, it is privacy.”
• Give people a path to resolution. For example, “I can provide you with a consent form that means we don't have this issue in the future”.^{*Barclays Bank has an excellent website describing its Accessible services. It has a section for Shared Banking which gives customers clear instructions about how to organise this. https://www.barclays.co.uk/Accessibility/AccessiblecommunicationsAccessibilityHelpandInformation/P1242657780139
  Viewed September 2016}