Case Studies

How can Connect Direct benefit your organization?

Connecting directly in American Sign Language conveys respect and builds relationships.

Case Studies

How can Connect Direct benefit your organization?

Connecting directly in American Sign Language conveys respect and builds relationships.

Would you answer yes to any of the following questions?

Do you have a Customer Service Line for your organization?

Do you offer Technical Support?

Do you offer your customers the option to connect to a Spanish-speaking representative?

Is your company required or encouraged to increase its workforce with qualified individuals in diverse groups such as minorities or people with disabilities?

Do you want to know if you have Deaf or Hard of Hearing customers, or how much volume you currently are receiving from this audience?

Do you want to learn how making yourself an inclusive organization can attract thousands if not millions more customers/clients and retain loyalty for existing ones?

Connect Direct is a solution for your company or organization!

Emerge as a leader in your industry for inclusive communication. Attract and retain Deaf clientele and additional customers who support diverse and inclusive efforts.

Is Connect Direct the right option for you?

Emerge as a leader in your industry for inclusive communication. Attract and retain Deaf clientele and additional customers who support diverse and inclusive efforts.

Is Connect Direct the right option for you?

Case Study: The FCC’s ASL Customer Service Line

FCC Logo

Recently, the Federal Communications Commission adopted the direct services model. More than half of the issues raised by consumers who used their ASL video line were resolved on the spot with one call. Since the FCC’s ASL Consumer Support Line was established, the amount of time their staff has spent supporting relay calls to the FCC’s main toll-free number has been nearly eliminated. The FCC is able to get to the heart of the problem swiftly and effectively. Isn’t that the essence of providing great customer service?

After creating a Deaf Direct Services line:

  • Decreased average length of calls by 42%
  • Increase in the number of deaf callers by 533%

By looking at these numbers, it’s a clear directive that Deaf and Hard of Hearing ASL-users will utilize direct access to customer service.

“It is time for people who speak with their hands and hear with their eyes to enjoy modern advancements in communications technologies.”

– Tom Wheeler, former FCC Chairman

Case Study: Project Endeavor (2010–2013)

Project Endeavor Logo

Project Endeavor was a program of CSD, funded by a two-year contract with the National Telecommunications and Information Administration (NTIA). This program focused on providing deaf and hard of hearing Americans with access to broadband or high-speed Internet through discounted service plans and Internet devices.

Target Audience

Deaf and hard of hearing Americans all over the country

Result: 482,053 total customer contacts in three years

Emails

Video Calls

Web Chats

Voice Calls

Outreach and Social Media Impressions

Contact Center Jobs Created

Dollars in program income earned and redistributed to the community

%

ASL video produced, with 250,000 educational video views

181 locations received free or subsidized interpreting services and public access to videophone kiosks located in community anchor institutions like hospitals and police stations.

Are you ready to learn more about the Connect Direct call center program?

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