What does a typical IRIS Assessment look like?
Our on-site IRIS Deaf Care Assessments™ provide a cost-effective way for companies to optimize training in their own Call Centers, using their specific data and Call Center management tools.
We cover key issues to successfully elevate your contact center to new levels of excellence. Our team of experts will assess the type of training your company or organization needs through a stream of measures:
- We review and evaluate the current method of training Customer Service Representatives (CSR) or employees who work with deaf or hard-of-hearing customers.
- We help determine if the company or business’ current standards are not only FCC approved, but meet the requirements set for by the American with Disabilities Act.
- We provide and evaluate sample Video Relay Service (VRS) phone calls to determine the satisfaction rate of the customer.
- We offer side-by-side observation with agents to view and evaluate their interaction with deaf and hard-of-hearing customers.
Once our assessment is complete, we help develop and define a Quality Assurance Program tailored to your company’s specific areas of interest and/or need. This includes scorecards or surveys for deaf and hard-of-hearing customers designed to your company’s mission and model.
Want a Free Guide?
Download a sample of our assessment survey to show supervisors and managers at your company.
What happens after an Initial Assessment?
IRIS will review and evaluate a broad sample of learning materials with your team, including instructor guides, slides, handouts and/or eLearning modules. We also establish a baseline of caller satisfaction for deaf and hard-of-hearing customers, as well as improve a company’s performance metrics, from caller satisfaction to average handle time.
Our IRIS Deaf Care Assessments™ are comprehensive and practical, providing realistic assessments of any shortcomings in your current operations and actionable solutions to help raise your customer services toward dead and hard-of-hearing callers.