At first glance, it resembles any other call center where the phones are busy calling leads at each workstation. But when you take a closer look, you can see that All Ears is not a workplace like any other. The Dialer window in Adversus looks a little different than it usually does, and a guide dog rests in its place next to one of its employees.
In All Ears, most employees are either blind or visually impaired. And with good reason.
"It can be a great advantage to be blind or visually impaired when working with fundraising and sales over the phone. The phone is blind communication, where it's about being present in the dialogue with customers and contributors. As a blind or visually impaired person, you have a special ability to listen and, therefore, quickly tune in to the person you are talking to. Listening and being in dialogue with our customers is paramount to what characterizes our business model," Emil Utzon, Sales Director at All Ears, explains.
All Ears primarily conducts fundraising for NGOs, patient associations, and political organizations using telemarketing. Furthermore, the company also provides counseling on concepts for their clients.
Navigating digital platforms requires a variety of tools when blind. As the phone is the agent's primary tool, it is important to use the available software.
In the past, All Ears used a software solution they had developed themselves to meet the special needs of their blind users—a solution where the dialer was clear and easily combined with a text-to-speech tool. But to have more efficient work processes, a more advanced dialer was needed. The choice landed on Adversus for many reasons, but mainly because Adversus offers an accessible and easy-to-use solution for the agents.
"It is crucial for our users that we have a system that is accessible and intuitive. Adversus has been good at making all the small adjustments in the system that make it fully accessible to the visually impaired. Just such details as having changed the loss order to become chronological make a huge difference. This means that our employees can work just as fast as those without a visual impairment," says Emil Utzon.
"It is crucial for our users that we have a system that is accessible and intuitive. Adversus has been good at making all the small adjustments in the system that make it fully accessible to the visually impaired."
All Ears is based in Copenhagen, Denmark, and focus mainly on telemarketing and fundraising where relations are the breeding ground for their work.
The majority of their customers are NGO's, patient associations, and political organizations.
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All Ears is based in Copenhagen, Denmark, and focus mainly on telemarketing and fundraising where relations are the breeding ground for their work.
The majority of their customers are NGO's, patient associations, and political organizations.
