Contact centres
Neuro-inclusion and neurodiversity training
Consider the following: One in five people is neurodivergent and may require assistance from a contact centre. Beyond legal obligations, there is a moral imperative and financial rewards tied to ensuring neuro-inclusive processes and interactions.
Positive experiences can significantly impact callers' well-being, reducing anxiety, increasing loyalty, and ultimately driving profitability. Moreover, streamlining reasons for contact can lead to a leaner staff and further enhance profitability.
Overview
To enable the full neuro-inclusion of your colleagues and customers we begin with exploring the term ‘neurodiversity’. We move on to the common challenges and strengths for all, within your organisational setting, and delve into how to make amendments for inclusion. We then delve into communication across multiple channels, complaints, and training. Within this session, you will also learn about what neuro-inclusive customer service looks like, so you can be the best. We share plenty of guidance and best practices across the session.
Course content
Contact centre neurodiversity and neuro-inclusion training, by Neuro Tide
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Neuro Tide is committed to laying the groundwork for a comprehensive understanding of neurodiversity. We introduce and illuminate the definition and extent of neurodiversity, providing a refreshed perspective on this important subject.
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In this discussion, we examine the various challenges faced by both customers and colleagues and explore the specific strengths that can significantly enhance their respective experiences. Furthermore, we will take an in-depth look at the practical adjustments and guidance, with a key focus on the contact centre, covering an array of strategies and insights aimed at improving the experiences of both colleagues and customers.
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The objective of this section is to help you improve communication with neurodivergent customers and colleagues. For this reason we explore effective communication strategies and how you can tailor communication and interaction with neurodivergent colleagues and customers.
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Access to information is exceptionally important for neurodivergent customers. In order to ensure inclusivity, we are extensively evaluating various formats and frequency of communication. Timing plays a critical role in this as well. We are diving into the reasons behind providing information before contact, and also acknowledging the challenges of overwhelming individuals with excessive information. From the customer's perspective, it is imperative that information is easily accessible. As a result, we explore neuro-inclusive methods and provide comprehensive guidance on this matter.
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In our approach to addressing issues, we acknowledge that occasional mishaps can occur despite everyone's best efforts. Our goal is to support you with information on how to establish a framework for addressing complaints, rectifying errors, and handling complex matters in a way that is considerate of all individuals, including those with neurological differences. We explore how to make your resolution methods inclusive and sensitive to neurodiverse needs.
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Whether it be your website, the music on hold, call quality or something else, we explore how these can be a sensory challenge and delve into how to ensure these elements don't cause a detriment to neurodivergent people. We also delve into the anxiety of the situation that requires contact, and making contact, and also explore elements that cause overwhelm. Once we have gone through these we weave in appropriate practical guidance.
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Whilst it may appear to others that a neurodivergent colleague is taking longer on the call, or perhaps during wrap-up time, these are an essential requirement and we explore why, and also how to make these matters neuro-inclusive.
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The social model of disability prescribes that a person is not disabled by their condition, but rather society's response to it. This is applies to a contact centre for both customers and colleagues, so we explore matters such as 'treating everybody the same', and why adjustments matter, including queuing and waiting and much more. We delve into practical guidance to ensure your contact centre can be a shining light of neuro-inclusion.
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We explore what support you can give to your neurodivergent colleagues and how best to train them for their customer support role. Neurodivergent colleagues need to approach tasks differently and we explore how to make the training neuro-inclusive.
Woven throughout the session
Personal stories and case studies
Throughout the session, the facilitator shares their personal stories as someone living with ADHD and autism. These real-life experiences are woven together with case studies and throughout the session to provide a comprehensive understanding.
Practical guidance and reasonable adjustments
It's essential to deepen your understanding of neurodivergence and also explore reasonable adjustments and new approaches to tasks, all of which will be shared during the session. Always tailored for the audience and your goals and themes.
Questions and answers
Depending on the session and your needs, these can be throughout or at the end. But there is always time during the session, and you can ask us anytime later anything you need to help your understanding and application of what you learn.
Learning outcomes
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A greater practical awareness of neurodiversity and neuro-inclusion to benefit colleagues and customers, within your contact centre context.
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A greater ability to enhance the inclusion of neurodivergent colleagues and customers within your contact centre environment.
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A greater ability to ensure that neurodivergent colleagues thrive within the organisation, achieve success, and are awarded opportunities on merit.
Customers will feel cared for, and their neurodivergent needs considered. This means they are more likely to be loyal on the basis that when they contact you, it's a pleasure not a chore.
These elements enable the continued success of your business.
Technology, timings & availability
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For webinars, client will host on their virtual meeting tool. Neuro Tide can host if required.
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Session length is one hour. This includes Q&A and conversations.
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The training is available on demand upon request. Webinar, in-person talk, or in-person workshop.
When individuals reach out, it's because they are seeking solutions. This could involve addressing a challenge, or perhaps establishing a new account or something else. For customers with neurodivergent traits, offering additional time and patience is crucial to effectively resolve their concerns. The objective is to propel the customer forward in a positive manner, eliminating the need for them to reach out again. Colleagues should be equipped with training that caters to the requirements of neurodivergent individuals, enabling them to harness their problem-solving abilities and innovation to deliver exceptional customer service. A satisfied customer not only remains loyal but also spreads positive feedback, ultimately contributing to your business's prosperity and future achievements.
