call center for visually impaired users of assistive technology migdal or, israel rehabilitation...
TRANSCRIPT
Call Center for Visually
Impaired Users ofAssistive Technology
w w w. m i g d a l o r. o r g . i l
Migdal Or, IsraelRehabilitation Center for the Blind and Visually Impaired
Introduction: Migdal-Or (Lighthouse)
A functional and vocational rehabilitation center for people who
are blind or visually impaired
Our Mission: To enable people who are visually impaired
or blind to live normative and independent lives.
Goals
o To improve the independent daily functioning of people who
are visually impaired or blind.
o To integrate them into the job market according to their
abilities and needs.
Strategies for Facilitating Social Change
Services
Distribution of practical and theoretical information
Technology
Functional Rehabilitation Services
Low Vision Clinic
O&M and life skills training division.
Counselling and family therapy.
Call Center for Assistive Technology Users
Vocational Rehabilitation Services
Vocational Assessment
Training
Support for job seekers and employers
Transitional Employment Center
Key Facts About Israelo Up to 10% of all people with disabilities are blind or visually
impaired.
o 23,628 people are legally registered as blind:
• Up to 8% - under the age of 18
• Up to 27% - of working age (18-65)
• Up to 65% - above working age
o 50,000 visually impaired are not registered as blind.
o Up to 30% of all visually impaired (whether or not registered) are
using assistive technology – approximately 20,000 individuals.
o A sharp increase in assistive technology users is expected in the
next 10 years.
Accessibility Laws in Israel
o The Equal Rights of People with Disabilities Law was
passed in Israel in 1998.
o By 2017 all private and public entities need to comply
with service accessibility regulations.
o Telecommunications companies are required to provide
accessible services.
The Technological Age
The growing accessibility of information and technological
advancement, especially social media, offer prospective
improvement in the quality of life of visually impaired and
blind people (Brodin & Lindstrand, 2003(.
Web apps offer new possibilities for integration in social,
educational, vocational and leisure activities
(Burgstahler, 2006; Shpigelman & Gill, 2013).
Using ICT affects functional independence,
employment integration and social integration.
Difficulties Encountered by Blind or Visually Impaired Individuals, using technological devices
o Often Cannot receive assistance from technical support centers,
family members or friends.
o Customer service providers for smartphones and computers lack
the necessary knowledge for sufficient guidance.
o IT support in the workplace unable to provide appropriate support
for employees.
o Free apps cannot be used due to lack of appropriate support
The idea :
• Call Center for visually impaired assistive technology users.
• The Call Center will train people with blindness or visual impairment to
be technology support specialists and will employ them as such (TSS).
• The Call Center will support and guide employers and others involved
with people with visual impairment or blindness.
How Did We Achieve It?
o A specialist in Call Center management designed a
guiding format and determined the standard for services.
o We developed specific processes to select and train
the TSS.
o We implemented a more accessible Customer
Relationship Management product – ”Salesforce”
o We funded this new venture from Migdal Or budget
reserves.
And Todayo Operations began in February 2014.
o The staff includes a manager and 5 TSS.
o The project is led by a steering committee.
o We are working with the Salesforce CRM system and the
IP Centrex Telecom system.
o We entered into a service agreement with the company
that provides the Ray smartphone.
o Israel Venture Network supports the project.
o We provide the Library for the Blind with technical support
for their digital online library.
Frequency of Calls and Areas of Support
Technical Support January - June
JuneMayAprilMarchFebruaryJanuary0
20
40
60
80
100
120
140
160
180
Frequency of Calls and Areas of Support
23%
4%
3%
2%
1%10%
15%
6%
23%
7%
3%
2% 1% 1%
Technical Support: January- June 2014
Screen Reader Enlargement SoftwareSpeech engine programScanning programBrailleOperating SystemOfficeSurfing the InternetMobile PhonesSoftwareSocial Networks MaintenanceRefferal supplierOther
Frequency of Calls and Areas of Support
22%
45%
30%
1%1%
Screen reading software
Cobra Jaws
Nvda Windows Eye
Information
Frequency of Calls and Areas of Support
5%
46%
4%
20%
25%
Mobile Phones
Talk
Rey
Information
Android
Iphone
Upcoming Challenges
o Marketing the service – for users and other companies.
o Finding investors.
o Implementing our business plan within three years
to ensure the sustainability of the service.
o Examining the possibility of replicating the project abroad.
o Creating a platform for sharing technological information.
“One tiny candle
will banish
darkness
from a huge room”.
Baal Shem Tov.
Financial Planning The Annual Budget : $ 200,000
o$ 120,000 income from technical support services to the
Israeli
cellular companies, ISPs & technology providers
o$ 40,000 income from sales and services
o$ 40,000 income from expansion to other services in the
market
oPossible subscription fees from customers under
consideration