How businesses can use multi-channel communications strategies to better support neurodivergent people
30th July 2025
DCBL’s Director of Operations, Vicky Felton, has been featured by Contact Centre Monthly.
In this feature, Vicky discusses initiatives that can better support neurodivergent individuals and staff.
Speaking with Contact Centre Monthly, Vicky explains:
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.
Read the full article on Contact Centre Monthly here.
