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News : Springfield Call Center Boosts Work Opportunities for Vision Impaired

#contactcenterworld

Springfield, OH, USA, April, 2018 -- A years-long partnership between the Goodwill Easter Seals and a Springfield call center provides employment opportunities for nearly two dozen workers with impaired vision, including blindness.

The Red Roof Inn Contact Center, at 1650 Upper Valley Pike in Springfield, has more than 200 employees, said Linda Gillis, director of the contact center. About 10 percent of the center’s workforce has some form of visual impairment.

The businesses has steadily added visually-impaired employees over the years in part to provide job opportunities that might otherwise not exist, Gillis said. Several of them have earned promotions, she said.

"Their quality is off the chart," Gillis said of those the company has hired through the partnership.

Bev Watkins, director of community placement from Goodwill Easter Seals, said the partnership was developed almost by accident about six years ago. The nonprofit was working to find employment for workers with visual impairments who were struggling to find work in the region, often after being displaced from other jobs.

At the same time, the call center was looking to fill vacant positions and wanted to work with Goodwill to overcome barriers to employment.

One of the key problems was that existing computer programs designed to allow visually impaired workers to use a computer couldn’t communicate with the Red Roof Inn’s reservation system. Workers at the call center are tasked with taking calls from customers, answering questions and taking reservations for the chain’s properties.

The call center was willing to try to find a solution, Watkins said, while that may not have been the case elsewhere.

"It’s a part of their culture that they explore what the accessibility needs are for all their employees," Watkins said.

The agencies received a boost when they discovered Mark Tudela, a mechanical engineer who owns MJT Engineering Services. A former employee at Wright-Patterson Air Force Base, Tudela started his own business in Springboro that specializes in developing solutions so disabled Ohioans can find and retain employment.

He developed code and set up keystroke commands that allowed Red Roof Inn’s online reservation system to communicate with existing programs so people with vision loss could independently use a computer with a keyboard.

That allowed vision-impaired workers at the call center to take reservations over the phone, and use keystrokes on their computer to enter the information into the Red Roof Inn’s reservation system. The training was often challenging for workers, who have to simultaneously listen to a customer, listen for the prompts from the computer program and answer the customer’s questions.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.springfieldnewssun.com

 


Today's Tip of the Day - Power Hour

Read today's tip or listen to it on podcast.

Published: Wednesday, April 4, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

6.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

7.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 

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