Call centre systems—accessible

Accessible call centre systems use telephone systems, computers and software to enable access for people with a disability who otherwise may have difficulty in operating call centre systems. 

Workplace solutions and adjustments

Accessible call centre systems may incorporate accommodations for people with hearing impairment, vision impairment, cognitive difficulties or motor skill difficulties. 

For call centre operators with vision impairment the following may be of assistance:

• Computer Telephone Integration (CTI) software
• Keyboard labels—large print
• Screen reading software
• Screen filters
• Screen magnifiers
• Telephone headsets—dual channel

For call centre operators with hearing impairment the following may be of assistance:

• Telephone amplification
• Telephone couplers—portable
• Telephone headsets—monaural with earpiece
• Telephone light sensors
• Telephone voice amplifiers
• Telephone volume controls
• TTY — telephone typewriters

For call centre operators with motor skill difficulties the following may be of assistance:

• Computer Telephone Integration (CTI) software
• Telephones—hands-free
• Telephone holders—gooseneck
• Telephone shoulder rests
• Telephones—hands-free
• Telephones—large button
• Telephones—touch phones

References

Call Design 2008, Speech Recognition, Call Design, Lane Cove, viewed 13 August 2011, http://www.calldesign.com.au/products/speech-recognition.

NEC 2011, Integrated Attendant Console, NEC Australia, online, viewed 13 August 2011, http://www.nec.com.au/products/software/integrated-attendant-console.html.

Samsung Enterprise IP Solutions 2010, Samsung OfficeServ CTI Server, Samsung Enterprise IP Solutions, Nunawading, viewed 13 August 2011, http://www.samcom.com.au/docs/OfficeServ_CTI_Server_brochure.pdf. 

Would you like more information?

• National Relay Service (NRS)
• Telecommunications
• Video relay service (VRS)