In this feature, Vicky Felton, Director of Operations at debt resolution specialist DCBL, discusses initiatives that can better support neurodivergent individuals and staff.
Attitudes around neurodivergence are changing. Whilst it’s true that we have been able to diagnose these types of conditions for a long time – and acknowledge that different brains work in different ways – it is only in recent years that we have started to learn how to interact effectively with people in neurodivergent groups.
Understanding the nuances of neurodivergent communications is an essential step for all businesses, but particularly contact centres. These organisations must be built on a communications model that prioritises widespread accessibility and clarity to maximise reach and results.
Around 15% of the UK population is estimated to be neurodivergent, and failing to accommodate means businesses could be overlooking millions of potential clients. A move towards multi-channel communication can engage a previously overlooked group of people.
Understanding neurodivergence within business
Creating a neurodivergent communications strategy involves understanding how these types of individuals process information.
When I was in school, I was told I ticked almost every box on what is now known as the neurodiversity paradigm. Exams were my kryptonite – I just could not focus or concentrate on them – and I was warned that I would struggle in adulthood.
In reality, it was the opposite. I might not have been able to sit in a test hall and demonstrate knowledge by putting pen to paper. But I learned very quickly after school that I could see things that others could not, which proved a huge asset in my career. I can identify patterns and trends that pivot strategies in efficient directions, picking out pathways for faster and easier functions. If getting from A to Z requires 10 steps, I immediately think: “Why can’t it be done in three?”. The best contact centres focus on maximising efficiency – and neurodivergent people are often excellent at finding ways to make this happen.
Businesses only have to make reasonable adjustments to harness the talent of neurodiverse people. It could be a case of talking to them about what they need and explaining things in a slightly different way, or utilising different internal comms channels that they might prefer. Inclusive workplaces that support and embrace neurodiverse staff are well placed to excel in external communications.
How to support neurodivergent individuals through communication strategies
Contact centres, when structured in the right way, can be supportive environments for neurodivergent individuals. But there are a few steps worth taking.
One initiative involves training staff to recognise and understand neurodivergent traits, such as difficulty with ambiguous language, heightened sensitivity to noise, or a need for extra processing time. Through tailored training, staff can learn to adjust their communication style, use clear and literal language, avoid interruptions, and be more patient with responses.
The use of clear and predictable scripting is also key. Contact centre staff can be trained to avoid waffling and using overly technical jargon, instead opting for more structured language. Summarising key points at the end of the call and offering follow-up summaries can reinforce understanding and provide a record the individual can refer back to.
Providing flexible, multi-channel communication is a major step toward inclusivity. Not everyone is comfortable on the phone, so offering alternative channels such as live chat, text, email, or apps. At DCBL, we have recently launched our smartphone Customer App, which has been designed with a user-friendly interface to facilitate debt payment and ultimately take the stress out of debt!
Another helpful initiative is offering callback and scheduling options. Many may experience anxiety when put on hold or when a call arrives unexpectedly. Allowing people to request a callback gives them greater control over the interaction. Sending reminders or previews of what to expect on the call can further reduce uncertainty and help them prepare in advance.
Providing pre-call information is another way to support the neurodivergent community: Sharing what the call will involve including the type of questions that will be asked; the estimated length; and what information to have on hand.
Responsibility and opportunity
A contact centre innovation plan must incorporate communication strategies that reflect the full spectrum of human experience. These businesses have a responsibility and an opportunity to meet the varied needs of people. By adopting multi-channel communication models, companies can offer greater flexibility, reduce barriers to engagement, and create more inclusive experiences.
However, a multi-channel approach is not just about accessibility: It is about respect. Businesses that invest in inclusive communication strategies demonstrate a genuine commitment to serving with dignity. This enhances satisfaction and loyalty, positioning brands as forward-thinking leaders in a marketplace that values empathy and inclusion.
By embracing neurodiversity, businesses benefit from a more innovative, resilient, and inclusive workforce that better reflects the diversity of the communities they serve.
At DCBL, we are always looking to innovate and introduce new ways of improving the workplace. This ensures that both our people and those we support are included in the most considerate way possible.
About DCBL
DCBL is the UK’s leading provider of debt resolution services and the country’s largest parking enforcement debt recovery company.
Its sister firm DCB Legal focuses on legal services in specialist fields – Debt Resolution, Civil & Commercial Litigation, and Landlord & Tenant Services.
Recognised as one of the biggest and most successful firms for recouping money owed, DCBL has also launched an app for people in arrears, with a user-friendly design empowering people to organise all their payments in one convenient place: Taking the stress out of debt.
For more information, visit: www.dcbltd.com uk
