The call centre industry is a relatively new phenomenon and as organisations are increasingly providing customer service and managing relationships with customers via call centres many issues of access to services and service quality are raised. The Australian Disability Discrimination Act (DDA, 1992) is now a relatively mature piece of legislation and therefore expected to be further embedded in the procedures, practices and policies of companies than the younger UK DDA 1995. This paper firstly summarises the requirements of both Acts and then investigates the results of both UK and Australian studies on the provision of services for the hearing impaired in call centres. From this it is aimed to identify international best practice.
Proceedings of the 5th International and 8th National Research Conference on Quality and Innovation Management, Melbourne, Victoria, 12-14 February 2001 / Mile Terziovski (ed.),