12 November 2012 Hosted by BT

1. 12 November 2012 Hosted by BT ♯DisabilitySmart

2. Simon Minty Business Disability Forum Associate Director, SMinty Ltd.

3. Agenda 2:00 Welcome & Introductions Matt Talbot, Director of Customer Services, BT Joanna Wootten, Director of Information and Advice, Business Disability Forum Roger Wicks, Director of Research, Policy & Government Relations, Action on Hearing Loss Lorna Stephenson, Head of Service Development, Text Relay, BT

4. Agenda 3:20 Conference resumes KarishmaChandaria, Senior Policy Officer, Alzheimer’s Society Steve Smith, Director, trueCall Ltd., representing the Contact Centre Council at the Direct Marketing Association Final questions & close 4:30 Reception in the BT Tower

5. Matt Talbot Director of Customer Services, BT

6. Joanna Wootten Director of Information and Advice, Business Disability Forum

7. Roger Wicks Director of Research, Policy & Government Relations, Action on Hearing Loss

8. The 2011 Annual survey • We received 5,988 responses • Survey sent to approx.18,500 members • Response rate of 32% • The questionnaire asked members about: • Experiences of tinnitus • Contacting and visiting the GP surgery • Contacting banks and utility providers • Internet use

9. Contacting banks and utilities

10. Views on contacting banks & Utilities

11. Common Difficulties with banks I don’t think the bank I use has a hearing loop provision. • Lack of working loop systems I always ask for the loop to be turned on but no staff member can work it. • Levels of background noise Loop system not maintained and they don’t know how to use them. Call center phone conversations often have a great deal of background noise. Even if the person speaks clearly, I have difficulty working out what they are saying. My bank insists on having music blaring out. • Glass screens I find it very difficult at the counter of any banks because of the glass partition makes it very difficult to lipread.

12. Common Difficulties with UTILITIES Utility providers don’t know how to respond when I have used Text Relay. • Problems with Text Relay Going through answer phone questions, text operator can’t do that. Don’t allow enough time for text operator to get back to me. They don’t always understand the Text Relay service. I have been cut off many times! Gas and electricity suppliers ring me up. I point out I cannot hear, which they take no notice of. I send letters and emails but they never reply to any of them. • Inflexible communication processes [Provider] insists on communicating with me by phone. They have written to me once in response to a letter, but only to suggest I phone a help line, despite me asking them to note I am deaf.

13. How services can be accessible • Contact methods • Communication support • Equipment • Access to information • Emergencies • Environment

14. Lorna Stephenson Head of Service Development, Text Relay, BT

15. Promoting communication choices for people with hearing loss BT’s Approach Lorna Stephenson Head of Service Development, Text Relay, BT

16. BT’s Strategy What we believe Our Approach BT has long advocated a mixed contact strategy so that customers can choose to make contact in a way that best suits their needs. All UK businesses and organisations have responsibility to ensure accessibility for their customers and employees Direct person to person communication is particularly important for deaf and hard of hearing people NGTS will give businesses a tool to easily integrate textphone communication into their call centres How we deliver Video relay may be the best way for BSL users to converse with businesses Since November 2011 we have given BSL users the opportunity to contact BT Customer Services via a Video Relay Service

17. Text Relay An Introduction to Text Relay • Text Relay enables textphone users to communicate with standard telephone users • BT runs and manages the service on behalf of the communications industry • Textphone users, however do not always get the best possible experience when contacting businesses

18. Text Relay – Business Contacts • Analysis of business contact destinations is concerning • Take significantly longer than residential • Extended queuing times and holding • Complex IVR journeys • Third party agents ending contacts when hearing the Text Relay automated message • Note: Bus customers defined as those with access • number beginning 08, 09, 10, 11, 12, 19

19. Analysis of Business Destinations

20. Next Generation Text Service - 2014 Parallel Voice and Text Parallel communication channels enabling a spoken telephone conversation to be augmented by other communication channels such as text, allowing a more natural conversation Improved Access An end-to-end service supporting a wide range of terminals such as Web, PC, and mobile terminals through downloadable apps No Additional Registration Simplified Access for Standard Telephone Users A service that is available on demand with no additional registration Provide an alternative to the 18002 prefix by using a range of numbers starting 03 or 07 Supporting Direct Communication Support for direct communication between businesses and their customers, and person-to-person, both with automatic access to relay when required

21. Providing BSL Access A practical solution • The trial was made possible by working in partnership with Sign Video, a social business, led and run by deaf people • Access to BT customer services from anywhere in the UK is available through SignVideo’s web-based solution – BSL Live • BT is the first FTSE100 company to offer access via sign language relay

22. How it works: the company perspective • Before starting, BT: • Identified a ring fenced team who will handle the calls • Provided appropriate deaf awareness training to the team • Developed a link from the website for the customer access • Agreed the contracted call minutes with SignVideo • Tested the technology with BT employees who use BSL • Note: it will not work within a private network due to firewall issues The service is free to customers who can call us Monday to Friday, 8am to 6pm.

23. Conclusions • BSL access is an alternative media option such as live-chat, SMS, email and therefore should be provided and funded by the provider of the service being contacted • BSL and textphone access self-funded by business and services is proportionate • <1% of the UK population use British Sign Language as their primary means of communication therefore very small number of customers need BSL access which keeps costs low. • Overhead to individual companies of buying interpreting minutes from an existing provider is limited by the small user numbers.

24. www.textrelay.orgwww.bt.com/includingyouwww.bt.com/bsl

25. BSL Access

26. Coffee Break 20 Minutes ♯DisabilitySmart

27. 12 November 2012 Hosted by BT ♯DisabilitySmart

28. Alzheimer's Video

29. KarishmaChandaria Senior Policy Officer, Alzheimer’s Society

30. Understanding the needs of people with dementiaKarishma Chandaria, Alzheimer’s Society ______________________________________________________________________________________________ alzheimers.org.uk

31. Introduction • The Alzheimer’s Society • What is dementia • The size of the challenge • The Prime Ministers Challenge on Dementia • Vulnerability of these customers and the risks to businesses. • What businesses can do to remove the barriers for some of these individuals ______________________________________________________________________________________________ alzheimers.org.uk

32. The Alzheimer’s Society • The Alzheimer's Society is the leading support and research charity for people with dementia, their families and carers • The Society's fight for a better world for people with all types of stakeholders takes a wide range of forms. • Through our network of local services, we touch the lives of over 30,000 people every week, providing practical services and support • Through campaigning and lobbying we strive to influence government policies and raise awareness of the challenges faced by people with dementia and the people who care for them. ______________________________________________________________________________________________ alzheimers.org.uk

34. The number of people with dementia will double in the next 40 years ______________________________________________________________________________________________ alzheimers.org.uk

36. Prime Minister's challenge on dementia

37. Dementia and vulnerability • The declining ability to process information, which results in forgetting PINs and passwords, and leaving bills unpaid • • The trusting nature of many people with dementia, which can leave them vulnerable and open to exploitation from strangers • • If someone lives alone, with little support from family or friends, their social isolation and loneliness may lead them to let anyone answer the phone to anyone

38. People with dementia may lose the ability to judge risk and the value of money – common scenarios include making huge purchases over the phone large cash withdrawals, and/or keeping it in the house ______________________________ alzheimers.org.uk

39. Common problems • People with dementia who live alone repeatedly receiving unwelcome or nuisance telephone calls commonly reported by carers. • Carers of people with dementia having to deal with telephone cold callers who routinely target the person • Being repeatedly called to change utility supplier • High pressure sales tactics where people are repeatedly sold multiple memberships and subscriptions • Complex ‘boiler room scams’, involving false impersonation of a company or organisation ______________________________ alzheimers.org.uk

40. Risks to your business • Organisations can have little understanding of how to pick up signs of a consumer with dementia, or how best to handle such situations with care and respect • Staff may not be equipped to deal with the situation involving a person with dementia, and there is often no policy for addressing any problems that may arise • Despite their best intentions, organisations may not give consistent quality service to a person with dementia. • People with dementia can be trusting and believe that a sales representative (whose motivation is to sell) is acting in their best interests in an advisory capacitythis leaves them at risk of being manipulated by unscrupulous operators.

41. What can your business do? • Ensure that your staff are ‘dementia aware’ • Frontline staff need to be alert to the signs that the person they are talking to may not have the capacity, at that moment in time, to make an informed decision • Practical tips for staff for communicating with people with dementia • Using other methods of communication e.g. mail • Use industry best practice guidelines and adapt them to your business

42. Thank youKarishma.Chandaria@alzheimers.org.uk ________________________________________________________________________________________ alzheimers.org.uk

43. Steve Smith Director, trueCall Ltd. Representing the Contact Centre Council at the Direct Marketing Association

44. Direct Marketing Association Care initiative Business Disability Forum 12th November 2012 Steve Smith – trueCall Ltd

45. Agenda Who are the DMA Best Practice for Vulnerable Consumers Getting started – training and implementation

46. Who are the DMA? • Membership organisation • Represent all channels using personal data • 15 councils of industry leaders • Contact centre council • Tri-Partite Membership • Clients • Agencies • Supplier

47. Contact Centre Council • Produce best practice guidelines for all aspects of call centre work • Call centres needed guidance on dealing with vulnerable consumers • Framework document prepared with BT, NPower, Alzheimer's Soc & Rethink • Referenced existing material from BSI and Business Disability Forum

48. What is the Care initiative? • Our industry is on the frontline of consumer contact • Customer support • New offers • All industries but importantly financial services, utilities, media, home shopping/ecommerce, gifts • Our members want to treat their customers appropriately • We have the same challenges withfamily and friends as the rest of society

49. Who are the vulnerable people? • Dementia • Intellectual, psychiatric, physical, sensory, neurological or learning disability • Serious or chronic illness • Recently bereaved • etc

50. The challenge