Our audit programs for Relay Services use a “mystery shopping” approach to provide feedback on accuracy, speed, and Customer Care^SM. We help service providers benchmark and monitor their performance to achieve and maintain standards set in Service Level Agreements and FCC regulations. Our comparative audits, giving clients data on how they compare with the competition.

 The Paisley Group measures the following Relay Services:

• TRS – Paisley measures Words Per Minute, Typed Accuracy, Spoken Accuracy, Session Minutes and Customer Care^SM. Historical trending is provided as well as other feedback related to the service, including technical problems and interactions with supervisors and customer service. Calls can be measured in English, Spanish and French.
• IP - Paisley measures Words Per Minute, Typed Accuracy, Spoken Accuracy, Session Minutes and Customer Care^SM. Different interfaces can be measured, such as the Instant Messaging type of call compared with other options. Info is included relating to technical issues. Calls can be measured in English or Spanish.
• VRS – Using a variety of testers, including deaf users and certified Video Interpreters, Paisley measures Video Relay Services checking for Vital Details and Incomplete interpretations. Specific examples are provided for training and calibration purposes.
• CapTel – Paisley measures Connect Time, Delay Times, and the quantity and accuracy of Manual Corrections. Errors are classified as Vital Details and Incomplete Captions. Calls can be measured in English or Spanish.

Quality Measurements

• Missing Vital Details from the Video Auditor’s perspective: Important details that the interpreter did not relay to the Video Auditor.
• Incompletes from the Video Auditor’s perspective: Non-vital details throughout the conversation that the Interpreter did not relay to the Video Auditor.
• Missing Vital Details from the Speaking Auditor’s perspective: Important details that the interpreter did not relay to the Speaking Auditor. 
• Incompletes from the Speaking Auditor’s perspective: Non-vital details throughout the conversation that the Interpreter did not relay to the Speaking Auditor.

Customer Care^SM

• The extent to which CAs leave customers with the impression that they were engaged on their behalf (customer advocacy)
• The extent to which CAs follow prescribed procedures (call handling efficiency).

Unlike many subjective measurements of customer service, the Customer Care^SM process measures on an array of specific, measurable CA behaviors that detract from the customer's experience.

Video Presence
Does the CA have an appearance and dress that promotes a positive reaction from the customer?

 Compliance

In addition to testing for accuracy, a number of calls will be placed to test Video Interpreter’s compliance with FCC regulations.

Examples

• The video caller wants to use VCO and not use sign language to communicate with another hearing person.
• The video caller uses the relay to translate between them and a hearing person in the same room as the video caller.
•  The video caller uses the relay to call into a bridge number where there is no one for the Video Interpreter to speak to.

• A video caller uses the video relay to join a seminar but puts up a privacy screen severing their participation but staying on the call.
•  Conference calls involving more than two people where the participation of the deaf person is non-existent.