Get Started

Vulnerability

Vulnerability

CXR-Vulnerablity ensures that both customers and agents receive the support they need through better understanding and supporting their customers, particularly those who are most vulnerable. This fosters a more compassionate and caring service organisation.

CXR-Vulnerability is developed to listen to Agents, Customers and the organisation, resulting in feedback on

Service Vulnerability
  • Product – All features of the product are suitability for all types of users.
  • Systems – The technology used to service customers is not restrictive for Vulnerable customers.
  • Processes – Set operating procedures and training is suitable for all customers
  • Service – Management and agents are trained to handle customers and agents with signs of vulnerability
    • Human Vulnerabilities
  • Physical/Mental Disability
  • Illness
  • Financial Health
  • Life Events – Covering most people from time to time
  • Capacity to Act – Which are result of a multiple reasons such as no access to internet, language and language/numeracy/literacy skills.
  • Inclination to Act – Resulting from a lack of trust in the company, people or processes

    • The Benefits

    Improved Agent Well-Being

    Early detection of stress or burnout in agents will allow the company with timely interventions, reducing churn and maintaining higher service levels.

    Proactive Issue Resolution

    CXR-Vulnerability enables proactive support for both customers and agents, addressing potential issues before they escalate into larger problems.

    Personalized Customer Support

    By identifying vulnerable customers, CXR-Vulnerability  enables contact centres to provide more empathetic and tailored assistance.

    Data-Driven Decision-Making

    Providing actionable insights that help management make informed decisions about training, resource allocation, and overall service strategy.