Archive for Call Center

Direct Interactions

2013 CEA Outstanding EmployerDirect Interactions provides a cost-effective alternative to traditional call centers. Instead of being based at a facility, all Direct Interactions agents work from home. Not only does this reduce the cost of operations, it provides a unique opportunity for people with disabilities to work from the comfort of their own environment.

Many DI employees with disabilities work in a quality assurance role, as part of a team that listens to recorded calls. Using email, DI employees receive batches of call recordings and listen to the calls one by one. They check to make sure the agents achieve certain objectives when talking with customers like tone and tempo; accuracy; customer experience; and engagement. This is a key process for Direct Interactions, which helps them gauge how well their agents are doing.

Many people with disabilities can’t work for eight straight hours. The Direct Interactions model allows people with disabilities to have a more flexible schedule. The tools they utilize are also all web based. The only drawback to working from home is that people with disabilities are more isolated this way. To help with this, Direct Interactions holds periodic company parties and team-building events to help employees get to know one another.

Employing people with disabilities has a big impact on Direct Interactions, both in terms of employee performance and morale. By hiring people with disabilities, it inspires the other employees to increase their performance, too.

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