Barrier free call routing

This guide will help organisations improve their automated and non-automated phone systems to enhance the customer experience, particularly for older people and those with disabilities.

'Barrier free call routing' is supported by BT and the Central Office of Information. Based on interviews with disabled and older people, it shows how important it is for everyone to have easy access to information over the phone, and how business can make gains from call routing systems that are accessible for everyone.

If you would like to receive printed copies of this publication please contact the publications team via the EFD website or call us on (020) 7089 2410.