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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.
To learn more, please see our IRIS Deaf Care Assessments™ page.