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Call Center Training

Why get Call Center training from IRIS?

IRIS trains Call Center employees and managers on how to properly handle Video Relay calls. We can help you to get ahead of any compliance issues in handling customer service calls from  the deaf and hard-of-hearing.

The Need for IRIS Call Center Certification and Training

Since companies invest a vast amount of money implementing and operating Call Centers to ensure a competitive edge in customer service, it is vital that VRS calls are handled right. With IRIS Deaf Care Certification™ training, your Call Center staff can reach and maintain the level  of best practice and standards expected in today’s competitive environment. Not only will your services to deaf and hard-of-hearing customers greatly improve, your Call Center will be ahead on ADA and FCC compliance issues.

Why get IRIS Deaf Care™ certification? This need to function at best practice levels has created the desire for a third-party certification, which is one of the many services that we offer. IRIS certification shows that your Call Center and Customer Service Representatives (CSRs) are operating at this high level of call handling for deaf and hard-of-hearing customers.

Relay, which made its way into companies nationwide in the 1990s, is the most common way today deaf and hard-of-hearing individuals can communicate with a public entity like your company or organization. However, without proper training,  CSRs can’t handle these phone calls properly, which can lead to angry callers or even follow-up calls. By training your Call Center representatives in Video Relay Services, your company will not only save money by being able to answer the calls in a more timely manner, but also save itself from potential lawsuits.

The need for IRIS Call Center certification and training is great. The more that deaf and hard-of-hearing individuals become connected to advanced methods of technology, the more their “voice” will be heard in the marketplace. With proper training, your Call Center representatives will help improve your company’s image among this important community.

What are typical IRIS Training Topics?

IRIS  (Incorporate Relay Into Service) offers a wide variety of training workshops and programs tailored to meet a company’s needs. We can touch on as many as these topics as needed pending our assessment:

Training Chart

 

Below you will find more details on what these training topics include:

Federal Communications Commission: The FCC has its own set of rules and regulations that must be followed when incorporating Telecommunications Relay Services (TRS), which includes Video Relay Service (VRS). By law, TRS allow individuals with hearing disabilities to make and receive telephone calls over the Public Switch Telephone Network. This is mandated by Title IV of the Americans with Disabilities Act. We will train your company’s call center employees of not only their obligation to deaf and hard-of-hearing clients, but of the obligations of the telephone carriers and TRS providers.

Fraudulent Relay Calls: The FCC has received complaints about hearing persons posing as deaf or hard-of-hearing customers and using TRS to fraudulently conduct business transactions. IRIS will show your company’s call center representatives how to identify and handle these types of phone calls.

Social Media: The rising popularity of social media has had a profound effect on the deaf community from giving them the ability to upload video clips to transforming communication for those using American Sign Language. Let us share with you how social media and the deaf community can be beneficial to your company.

Technology: Advancements in technology have made information and communication more accessible to deaf and hard-of-hearing individuals. In the 1960s, TTY was developed, and in the 1990s, nationwide relay services began. Today, deaf and hard-of-hearing individuals have a myriad of technologies available to them to help them communicate with the rest of the world. Through our training program, we will explain how today’s technology can help call center employees communicate with the deaf community.

Strategy and Planning: Following our assessment of a call center’s needs, we will strategize and plan the best type of workshop or training session. We have several formats available: On-site, online, webinar, electronic or whatever suites your needs.

Deaf Relay ServiceCulture: It’s important to understand the deaf and hard-of-hearing culture such as its communication needs, what is correct and incorrect to say about their culture and the importance of American Sign Language. We will offer tips and suggestions for effective communication.

Relationship Building: We will help your call center representatives learn to build relationships with their deaf and hard-of-hearing customers through training in VRS, as well as a basic understanding of their culture and their means of technology and communication needs.

Call Management: IRIS can help your company design and implement parameters and rules governing VRS in your call center. These rules can include how the calls are distributed, who will be accepting the relay calls, etc.

First Call Resolution: When properly trained in VRS, call center representatives will be able to address a deaf or hard-of-hearing customer’s needs the first time they call. This eliminates the need for a follow-up with a second or third call.

Mental Health and/or Angry Callers: It can be quite frustrating to both hearing and deaf individuals when one cannot communicate or understand the other. Often, callers can also be upset over an issue, which may be why they are contacting a call center in the first place. This often leads to callers becoming angry. We can show your call center representatives several ways to handle these types of situations and offer tips for a resolution.

Ready to learn more? Please Contact Us today.

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