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Hearing Impaired Services Audits

Relay Services

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The Paisley Group, Ltd. is an independent measurer of quality specializing in Operator Services, Relay Services, and Directory Assistance. Our audit programs for Relay Services use a “mystery shopping” approach to provide feedback on accuracy, speed, and Customer Care^SM. We help providers benchmark and monitor their performance to achieve and maintain standards set in Service Level Agreements. PGL also conducts comparative audits, giving our clients data on how they score when compared 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.

Sample VRS Report

Sample TRS Report

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