• Supporting Callers with Speech Disabilities in Contact Centres

    A survey by STAMMA, the UK's national charity for people who stammer, supported by ContactBabel.

    This 5-minute survey explores how contact centres currently support callers who stammer or have other speech disabilities, so we can help improve CX and business outcomes.

    Please take part even if you don't have a formal process or policy for this: it's very useful to know exactly where we are as an industry.

    Your response will remain confidential and anonymous, and you may request the results.

    For questions, please contact Steve Morrell at smorrell@contactbabel.com

  • Q1. Does your contact centre have a formal process for identifying callers who have a speech disability, such as a stammer?
  • Q2. At what point(s) in the customer journey can a caller make the organisation aware of a speech disability? (Select all that apply)
  • Q3. How does your agent become aware that a caller has a speech disability? (Select all that apply)
  • Q4. If a caller's speech disability is recorded, how is it stored? (Select all that apply)
  • Q5. When a caller's speech disability is on record, at what point does the agent first see this? (please select one)
  • Q6. How frequently do agents receive training on how to serve callers with speech disabilities? (please select one)
  • Q7. How confident are you that your agents know how to respond appropriately to a caller with a speech disability? (please select one)
  • Rows
  • Q9. Thank you very much for helping with this survey. Please tick as appropriate:
  • Should be Empty: