With phone calls, you can't rely on non-verbal cues

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Devon

Devon Tipping tells us how phoning call centres can be frustrating when you stammer, and what organisations could do to make things easier.

Phone calls can be a tricky thing if you stammer because you can't rely on non-verbal cues to get you by. Having silent blocks is how I most commonly stammer, rather than repeating sounds, so if I'm struggling to speak, the person on the other end can't see that. All they hear is silence while the words get stuck in my throat. They can think the line has been cut or that there's a bad signal, saying "Hello? Are you still there?" With friends and family, most of the time I can say "yes" and continue, but it can be more challenging when phoning a call centre. 

First of all, the automated systems are a hurdle. I think getting them to recognise your voice can be annoying for everyone but there's an extra layer of frustration if you have a speech impediment because you can't always pronounce the syllables in the neat format the computer is looking for. In my case, I can't always say something in the time that it's listening for it. I hate these automated computer systems and try and skip to speaking to a real person as soon as possible.

...you can't always pronounce the syllables in the neat format the computer is looking for. In my case, I can't always say something in the time that it's listening for it.

But sometimes you have to pass the automated phone systems to be able to get through to a real person; there is no "Select option 4 to be connected to an agent". And what then? A very long battle with a computer system and exasperated sighs. Or an online chatbot or email prompt which can sometimes not give you the help you need, when you need it.

being spoken over

When I am finally, and with relief, through to a real human being, things are easier but not necessarily easy. In the silences when I am trying to form replies, the agent often speaks and cuts off my sentences. And I sometimes worry that because my call takes longer due to my stammer, that I am causing frustration, especially if they are in the type of call centre that I imagine would have call targets and efficiency briefs. 

I can be really apprehensive about phone calls because I usually stammer more on the phone versus in real life conversations — I've heard this is a common experience for stammerers.

Taking away automated computer systems or making them optional would make things much easier. That, followed by patience, and for operators to know that callers may not always be fluent and calls might feel disjointed. That would be helpful.

This article is part of our campaign to End the Phone Call Nightmares. If you stammer, see how you can get involved in the campaign to help make a difference. 

Are you an organisation? Read our guide for Getting Phone Calls Right, and sign up to one of our free online training workshops.