More than 500,000 UK adults stammer – Research by STAMMA, the charity supporting people who stammer, found that 65% of calls from these customers were mishandled.
Callers reported being talked over, laughed at, trapped in IVR loops, or having calls terminated. One in five gave up altogether or had to call back. Many described the experience as stressful and humiliating.
For contact centres, this means:
- Abandoned sales opportunities
- Increased repeat contacts
- Reputational damage
- Potential Equality Act compliance risks
Yet when organisations get it right, these same customers often become some of their most loyal advocates, recommending businesses to friends and family.
ContactBabel is working with STAMMA to benchmark how UK contact centres currently support customers who stammer, with the aim of improving the experience for this important group of vulnerable customers.
The survey is anonymous, takes around five minutes to complete, and participants will receive the results.
To participate in the survey Click Here
STAMMA exists to create a world that makes space for stammering. Where a stammer is embraced as just a difference. Where no-one judges us on our stammer or the way we choose to deal with it.
Stamma will stand up for and empower those who stammer and challenge discrimination wherever we find it.
Stamma provides support and information, and fight for speech and language therapy services for those who want it. No matter how you talk, we’re here for you.
For additional information of STAMMA visit their Website
