People who stammer make millions of phone calls to UK contact centres every year. How those calls are handled, whether the caller is given time and patience or is rushed, interrupted or failed by rigid identity and security processes, has a direct bearing on customer experience, accessibility and compliance. This report examines how UK contact centres currently identify and support callers who have a speech disability such as a stammer.

 

The research was conducted by ContactBabel – the contact centre industry analyst firm – and was commissioned by STAMMA, the national charity supporting people who stammer. STAMMA provides guidance, consultancy and training to support organisations in delivering support and services to customers and service users with speech disabilities and differences.

 

Fieldwork on this interim report ran from 9th to 26th June 2026 and gathered usable responses from 40 UK contact centre professionals. Respondents came from a wide spread of sectors, the largest being finance, the public sector, healthcare, and the charity and third sector, alongside insurance, outsourcing, transport and travel, utilities, retail, housing, manufacturing, IT and services.

 

PLEASE NOTE THAT THIS IS AN INTERIM REPORT ONLY. THE FINAL REPORT WILL BE RELEASED IN AUG/SEP 2026.

 

To download this report free of charge, as well as many other research reports, please complete the registration form below.

 

If you have already registered, please log in here.

 

After registration / login, you will have access to all of ContactBabel’s end-user research and analysis.

 

Registration

"*" indicates required fields

Name*
This field is hidden when viewing the form
Password*
Country*
State (USA Only)
What are the main areas of investment in your contact centre in the next 12 months? (check all that apply)
Privacy Policy*

The information you provide will be used in accordance to the terms and conditions set out in our Privacy and Data Processing Policy. Please confirm you have read and understood the policy.

ContactBabel uses information you share with us to provide products or services that you request, answer your inquiries or communicate with you about your account or transactions with us, and send you information about new research, features on the Site or changes to our policies. We may also share data gathered in the registration process with third parties who have sponsored the report(s) downloaded and who may contact you for the purposes of direct marketing. You may withdraw your consent for this at any time by contacting info@contactbabel.com, and we will delete your account and all personal data. If you do not wish to complete the registration process, please contact us requesting the reports you would like to receive.

By clicking ‘Register’ you will be able to download reports, and are agreeing that ContactBabel may occasionally contact you with information relevant to you. If you wish to delete your account and remove your contact details, please contact smorrell@contactbabel.com.