DCBL’S Director of Operations Vicky Felton has featured on the Call Centre Helper’ readers panel.
In this feature, Vicky discusses how empathy and clarity are the clear cornerstones for call centre success.
Speaking with Call Centre Helper, Vicky was asked how quickly she can tackle the issue at hand.
Vicky explains:
“In our contact centre, we prioritise clear communication and empathy to ensure every interaction supports the user effectively. Our extensive training equips agents to deliver clear, compassionate messages while recognising and adapting to vulnerabilities or neurodivergent conditions. We also tailor training and systems to support agents who may be neurodivergent themselves, fostering an inclusive and accessible work environment.”
“Our approach is supportive, not heavy-handed — we are here to guide users through the debt resolution process as easy as possible. By encouraging early engagement, we help resolve issues swiftly, reducing stress and preventing escalation. It’s all about taking the stress out of debt.”
Read the full article on Call Centre Helper here.
