The Paisley Group's National Relay Services Performance Index Identifies ''Best in Class'' Providers
Posted on June 13, 2012 at 15:11 PM EDT
Cedar Park, Texas (MMD Newswire) June 13, 2012 -- The Paisley Group Ltd. (PGL) today announced the publication of the second annual National Relay Services (NRS) Performance Index.
The 2012 National Relay Services Performance Index is a qualitative study and independent analysis published annually by The Paisley Group Ltd. (PGL) that compares and contrasts four core Key Performance Indicators (KPI's) that drive the overall relay quality provided by National TRS Providers to deaf and hard of hearing community.
The 2012 study includes two segments, IP (Browser Based) and TTY (Device Based). Providers in the IP Segment are American Network, CAC, Hamilton, i711, and Sorenson. The TTY segment includes AT&T Relay Services, GoAmerica, Hamilton Relay and Sprint Relay. The four core Key Performance Indicators (KPI's) of relay quality are Average connect time, Average words per minute (WPM), Spoken accuracy and Customer Care. According to the 2012 NRS Performance Index. A "Perfect Call" is defined as a call that meets or exceeds all four KPI's. The industry average for "Perfect Calls" in the IP Segment is 46.3% and 51% in the TTY Segment.
Average connect time for IP and TTY based services is 11.9 seconds and 21.8 seconds respectively. Average Words per minute (WPM) for IP based services is 72.5 wpm and TTY services is 67.9 wpm. In comparison with the 2011 NRS Performance Index, the findings for 2012 show both segments with lower WPM's measured for 2012. The 2012 study showed Spoken accuracy at nearly the same as averages in 2011, with IP at 99.7% and TTY at 99.8%, respectively. The last of the four KPI's, Customer Care, showed the TTY segment as 98% of calls "Cared" for and the IP Segment at 96.7% of calls "Cared" for.
The Paisley Group is a top independent research and quality assurance firm serving a variety of organizations in many industries. Paisley has earned a reputation for accurate, objective and actionable results during its 25+ years in business, maintaining long-standing relationships with many Fortune 100 companies. Paisley mines social media, evaluates customer survey results and contact center agent/customer interactions to optomize the customer experience.
For additional information contact Tammy Wood at The Paisley Group Ltd. by email at Tammy@thepaisleygroup.com or by phone at 303-688-1666 Ext. 201. www.thepaisleygroup.com
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