Accessibility isn’t just about compliance; it’s about empathy. Imagine a blind customer navigating an IVR menu that doesn’t respond to voice commands.
The European Accessibility Act (EAA) mandates that services make information accessible through multiple sensory channels and provide accessible support.
Inclusive Multi-Channel Design
CCL’s inclusive design service ensures accessibility across voice, chat, messaging and digital channels. We audit existing channels against WCAG and EAA.
For voice, we implement natural language IVR. We integrate TTY and video relay services for deaf customers. For chat, we design high-contrast, resizable interfaces.
Accessible design broadens your audience and demonstrates respect.
Agent Training
We also train agents to serve customers with diverse needs. They learn to speak clearly and avoid jargon. We embed accessibility into new features from the start.
CCL helps clients not only avoid fines but also expand their customer base and improve overall satisfaction.