Contact Center Jobs for Disabled Americans – CX Quick Tips on CX Global Media TV with Kate Brouse
According to the CDC, 61 million adults in America live with a disability. Per their classification, disability might seem to be broadly defined, but none the less it’s a vast number of people. And many of these people might not be able to work a traditional job. But the contact center industry can provide hundreds (if not thousands) of disability contact center jobs.
You can find more data on the employment numbers from the CDC below.
But before you go there, if you need a workforce with a reputation for low turnover and good performance, you need to watch this interview with CX Expert and CX Global Media Contributor Kate Brouse of NTI@Home, which is part of the non-profit National Telecommuting Institute.
Join Kate and me in this brief CX Global Media TV CX Quick Tips segment.
Americans with Disabilities are ready for a contact center job
The current population survey by the Bureau of Statistics states that in December 2020, the rate of unemployment was 6.4%, which has improved by 1.5% from twelve months ago. Organizations like National Telecommuting Institute play their part in helping Americans with disabilities have a fair shot at a contact center career.
Validating their value, the National Telecommuting Institute (NTI) is an authorized Social Security Administration (SSA) Employment Network. NTI focuses on training and assisting people with disabilities and those who care for them to get work-from-home call center jobs with the SSA and many other organizations.
Good News from the Pandemic
While it has been a challenge for most contact centers to embrace the work-from-home model, the pandemic has forced the issue. This has opened new job opportunities for the disabled.
And the pandemic has also caused an increased need for contact center professionals. In the midst of the pandemic, this opportunity is welcomed by both disabled workers and contact center recruiters.
Since more companies are now willing to commit to the work-from-home model, I suspect we will see more success stories from NTI. And we will see other benefits emerge.
Filling your contact center job openings with the disabled benefits CX and EX
- NTI’s customer experience focuses on individuals with disabilities: Living with a disability is difficult, and some challenges come with it career-wise. Organizations like NTI give people with disabilities an opportunity to have a career. Their programs with their clients who are disabled empower them to find a career in the contact center industry. This fills the gap that is very important in support of people with disabilities.
- Establishing that disability is not inability: While most companies may not see the advantages of hiring employees with disabilities, many advantages come from working with disabled individuals. For instance, the way that non-disabled people are wired mentally is different from disabled people. People with disabilities tend to be more resilient, flexible, empathetic, and they tend to be better at problem-solving. These qualities are vital in providing an excellent customer experience.
- Employer partners advocate for people living with disabilities: While it is important to empower people living with disabilities, it is also imperative to advocate for them. NTI’s partners have also grown passionate about advocating for people living with disabilities, not just career-wise. They also advocate in other possible ways they can. This means that they aren’t only providing jobs and providing tools and means of accommodating these individuals to do their job.
- The attrition rate is lower when contact centers employ individuals with disabilities: According to a study, the turnover rate among people with disabilities is much lower, just 20%, compared to their non-disabled coworkers who have a turnover rate of 150%. As mentioned in the second point, people with disabilities often have the qualities required in a contact center job. Because of this, they may have an advantage against non-disabled individuals who may need to learn these skills over time. That means that individuals with disabilities are less likely to leave their contact center job than those without disabilities.
There are so many advantages that contact centers can benefit from working with people with disabilities. Customer experience in contact centers and people with disabilities is a match made in heaven. Both parties have a lot to gain from working together.
People with disabilities do not have to face the challenges of commuting to work. Also, contact centers get agents who are naturally able to take up challenges. This also increases awareness and decreases the stigma that people with disabilities face in the employment sector.
- Do you have disabilities, or are you a caregiver of a person with disabilities? Would you like to start a career in the contact center industry? Feel free to get in touch with Kate Brouse at firstname.lastname@example.org
- For more information on NTI, visit their website.
- Keep up with Kate Brouse.
Jim Rembach is the Editor in Chief of the Customer Service Weekly and it’s Podcast host. He is President of CX Global Media and the creator of the Call Center Coach Virtual Leaders Academy. As the host of the Fast Leader Show Podcast, he has interviewed hundreds of experts, authors, academics, researchers, and practitioners on various angles, viewpoints, and perspectives for improving the customer experience. He has held positions in retail operations, contact centers, customer support, customer success, sales, and measured the customer experience. He is a certified Emotional Intelligence practitioner, Employee Retention Specialist, and recipient of numerous industry awards.