Dallas Lighthouse Doubles Customer Expectations Thanks to NIB Grant

DALLAS, November 13, 2012 (Press-News.org) Dallas Lighthouse for the Blind (DLB) today announced that the recent award of a Compensation and Productivity Improvement (CPI) grant from National Industries of the Blind (NIB) to update equipment, upgrade software and obtain training for employees, has resulted in surpassing customer expectations for a contact center by increasing daily call volume productivity by 40 percent.

"Currently, the employees working on this project are exceeding the customer's expectations by placing more than 20,000 calls per month with a success rate of 70 percent," said DLB CEO Nancy Perkins. "Due to plan implementation based on funds provided by the NIB reimbursement grant, DLB's contact center has increased daily productivity call volumes by 40 percent."

In summer 2011, the DLB's Business Services Division was expanded to create a contact center to accommodate a new contract for a local company. The scope of work required that six customer service representatives (CSR) place 10,000 outbound calls per month. The customer's eight sighted CSRs were able to achieve a success rate of 35 percent. The agreement required DLB to maintain the same rate.

DLB's Business Services team developed a plan to increase call volumes by 20 percent, increasing output. This plan allowed DLB to apply for the CPI grant to off-set costs associated with necessary enhancements and improvements. After receiving grant approval from NIB, IT design and implementation, essential purchases, and contact center training for employees who had been transferred from manufacturing positions, got underway.

About the Dallas Lighthouse
Founded in 1931, the Dallas Lighthouse for the Blind focuses on improving and enhancing the lives and opportunities of the visually impaired in North Texas. The Dallas Lighthouse has assisted thousands of individuals in its more than 75 years of service, offering a solid foundation for enhancing visually impaired individuals' independence by providing jobs and job training. Our guiding principle is the belief that with knowledge, training and motivation, people who are visually impaired can succeed and thrive in any workplace, live productive and meaningful lives, and be important contributors to their communities. For more information, visit http://www.dallaslighthouse.org.