Spot vulnerable customers and act with care
Some customers need a different response. Someone in financial hardship, coping with bereavement, unwell or in distress is not a routine query — mishandling them is both a duty-of-care failure and, for regulated firms, a conduct-risk issue.
Yet the cues are easy to miss. Under time pressure, or when the signs are subtle, an agent may not recognise that the person on the line is vulnerable and treat the call as ordinary. Because these conversations are rarely reviewed, the miss goes unnoticed until it becomes a complaint.
How Feelingstream helps
Feelingstream evaluates every call, chat and email for vulnerability indicators — the language and cues that suggest a customer is in hardship or distress — and surfaces those conversations for attention. What a skilled agent might catch in the moment is applied consistently, across all conversations, as a safety net.
Each surfaced conversation is shown with its transcript and time-aligned audio, so a reviewer can confirm the situation, check that the appropriate duty-of-care steps were followed and record how it was handled. That same evidence makes the response auditable, and provides real examples to coach the wider team on.
- Screen all conversations for vulnerability indicators
- Surface at-risk cases for review and appropriate handling
- Keep an auditable record of how each was managed
What you can measure
- Rate of correct duty-of-care handling on flagged conversations
- Vulnerability cases surfaced versus those caught by agents unaided
- Time to identify and respond to a vulnerable customer
- Coaching examples drawn from real conversations
Where to go next
- Pillar guide: Automated call-centre quality assurance
- Product: Automatic quality scoring
- Insight: Interpreting customer feedback beyond the NPS score
- Related: Detect mis-selling
Want to make sure vulnerable customers are recognised and cared for every time? Book a demo.