Why cut a large audience out of your service capabilities when you can easily introduce accessibility options? Providing accessible customer service options ensures every caller gets the attention they deserve.
What is Accessibility?
Accessibility, in general terms is, the practice of making your website, product, or service available to all. That means implementing changes or adjustments to ensure all audiences can engage with you. Traditionally, however, businesses provide accessibility options for individuals with disabilities.
Implementing accessible features makes it easier for these and other groups to engage with your business. It also labels you as an ADA-compliant customer service provider, which looks impressive for your business.
Accessible services often come in the form of Business Process Outsourcing (BPO) solutions. This includes options such as omni-channel services, customer care, and general support.
For a contact center, accessibility options include:
Teletypewriter (TTY)
If you think mute, deafened, hard of hearing, or deafblind customers can’t engage with a contact center, think again. A device known as a Teletypewriter allows them to send typed messages to phone lines.
Internet Protocol (IP) Relay
Individuals with hearing or speech disabilities use an Internet Protocol (IP) Relay to communicate with telecommunication services. The IP Relay allows them to place phone calls through a keyboard or other assistive devices.
ASL Video Chat
If an individual’s preferred method of communication is American Sign Language (ASL), call centers provide video chat options. This allows an ASL-trained agent to assist the video caller in any way they need.
These options and more are not just helpful, but in some cases, mandated by the Americans with Disabilities Act (ADA).
What is the Americans with Disabilities Act (ADA)?
The Americans with Disabilities Act (ADA) of 1990 prohibits discrimination against individuals with disabilities in all areas of public life. It ensures that businesses and other entities give them equal opportunity to participate in life activities.
The ADA guarantees protection in areas such as employment, state and local government, public accommodations, miscellaneous provisions, and specifically telecommunications.
Benefits of Utilizing Accessible Call Center Features
The ADA mandates that telecommunication companies provide accessible options for all. Even still, not every contact center employs every option available. If you’re not convinced, explore the benefits of implementing accessible options:
1. Increased Customer Satisfaction
Providing great customer service should be at the core of everything you do. As such, if your goal is to provide the highest level of customer service, make sure that extends to all callers.
Giving each caller the tools they need to communicate with you effectively ensures that all callers feel safe, content, and most importantly – understood. Don’t just please your general audience when you can provide all of them a quality experience.
2. Improved Workplace Diversity
Businesses that are proud to publicly show their support for accessible options and practices are often able to attract more diverse talent. Overall, many job seekers want to work for employers with good values and a decent moral compass.
Even if you’re outsourcing to a contact center provider, both employees and customers will appreciate your initiative for diversity and inclusion.
3. Remain on the Right Side of the Law
Accessible services, according to the ADA, is a civil right. The act requires that those with disabilities must be able to enjoy equal access to all public services, including telecommunications.
If you’re unsure about all that the ADA requires – and how to implement them – there are many resources on their website.
4. Improved Solutions for Anxious Customers
While accessibility options are traditionally meant to aid individuals with disabilities, some callers still prefer them. Many people are generally uncomfortable speaking on the phone. They may be shy or become anxious speaking to new people.
If a shy or anxious individual struggles to solve their problem over the phone, they may choose to live with it. However, it’s very possible that they’ll go to a competitor that offers solutions better suited to them. In this case, the competitor may offer something as simple as live chat or text, otherwise known as omni-channel solutions.
5. Positive Public Relations
Whether the public hears of your business through advertisements, word of mouth, or any other medium, your general reputation can only improve. Providing accessible solutions for your customers shows that you really do care about them.
In fact, you prove how much you care before the customer even interacts with you. They’ll see that you provide support for those with disabilities and tell their friends and family that you are the company to do business with.
Choose a Provider with Proven Success in Accessible Call Center Features
Why tamper with the unknown when you can choose a call center partner that provides all the accessibility features your customers need? Significantly increase your customer service solutions today with AnswerNet.
AnswerNet provides support for teletypewriters, IP relays, and ASL video chats. We’re ready to meet the needs of all your customers – not just the abled.
According to the World Health Organization, more than 1 billion people live with some form of disability. Some of those people could be your customers.
Get them the support they deserve by contacting us today.
