Employers' forum on disability
Employers' Forum on Disability is the world's leading employers' organisation focused on disability as it affects business. We make it easier to employ and do business with disabled people. We are supported by a growing list of members from UK business, multinational corporations, SMEs and the public sector and are widely recognised as setting the standard for disability best practice.
Recent research commissioned by Ofcom into the needs of disabled people when using communications services showed that difficulty dealing with contact centres was a common problem. Employers' Forum on Disability (EFD) launched an updated guide for call routing systems in the UK in late 2010. The guide, entitled, 'Your call is important to us: Improving access to contact centres' is sponsored by BT and Cisco. It provides best practice and practical tips for businesses to improve their call routing systems, contact centres and the customer experience for all customers, particularly older people and people with disabilities. You can download a PDF version of 'Your call is important to us' or contact EFD for an alternative format: This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
This guide has been endorsed by Ed Vaisey MP - Minister for Culture, Communications and Creative Industries.
"I'd like to thank Employers' Forum on Disability (EFD) and their members for producing this report. I believe that there is much synergy between the objectives of this publication and the good work taking place throughout government to make sure citizens are engaged and feel empowered to take control over their own lives.
This report contributes to UK business competitiveness and improving everyday lives for consumers and citizens - ultimately raising awareness of the agenda within government, industry and beyond.
This publication will help those members of society who currently have to negotiate numerous barriers in relation to accessibility to call routing services. It will also give organisations a clear set of requirements which I hope will be adopted as best practice across industry."
Key messages
- Improving access for older and disabled customers makes contact easier for all customers and is good for business.
- Organisations should think inclusively when designing their contact channels to ensure all customers can easily communicate with them.
- Develop a mixed contact strategy to enable customers to drive the interaction in a way that suits them.
- Organisations should pay particular attention to the communication requirements of their deaf and hearing impaired customers.
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