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Voice-activated technology provides flexible learning to the visually impaired

A Virtual Call Centre prototype, believed to be the first of its kind, is providing learning opportunities for those who may previously have had difficulty accessing online learning.

The Virtual Call Centre combines voice recognition computer software with wireless headsets designed to support people who are blind or visually impaired learn the skills needed to respond to call centre clients.

After exploring training and employment options the Royal Automobile Club of Australia (RAC), the largest call centre operator in WA, decided to adopt a proactive approach that was committed to delivering nationally recognised training and placing people who are blind or vision impaired in the workforce.

In 2002 RAC joined forces with the Elearn.WA, a registered training organisation, and the Association for the Blind of WA to develop a recognised, voice-activated online training program for call centre operators - the Virtual Call Centre.

"The prototype we've developed is exciting for a number of reasons, but primarily because it has potential for placing people who are blind or vision impaired into sustainable employment," said Elearn.WA director Frank Bate.

"Technology is a major barrier that currently inhibits people blind or vision impaired from entering call centre occupations", he said. "This system opens up unparalleled occupational opportunities in the call centre industry for people blind or vision impaired."

"The development of flexible learning solutions using leading-edge technologies can be complex and expensive. Collaborative arrangements like the one we've established to work on this project can save time, effort and avoid duplication."

RAC Training Manager Jacqui Jones said the Virtual Call Centre has the potential to bring more consistency to RAC training programs. "There are many variables to consider when training people in a role that is very hands-on. The voice-activated product brings greater consistency and quality to every trainee's learning experience."

It will also be useful for RAC's training assessment purposes. The trainer can pre-select a call scenario and control the level of stress experienced by the trainee.

"The development of this product has been in line with the RAC corporate values and represents an exciting opportunity to bring together innovative technology, business efficiencies and maximise employment opportunities for all members of the community," said Jacqui.

The development of the prototype was supported by individuals and the project team taking up nationally funded professional development opportunities (LearnScope and Flexible Learning Leaders). "The networking that was a valuable part of these professional development experiences really got this idea off the ground. The collective knowledge that is built up through networking, ongoing learning, reflection and trust is how people get enthused and make an idea become a reality," said Frank.

Frank said it was important to be open-minded when developing and implementing flexible learning solutions. "Successful solutions rely on people working together to build a flexible learning culture based upon the needs and preferences of the end-user. There is no point in applying technology to learning just for the sake of it."

The development team referred to a range of guidelines and checklists available online to ensure the Virtual Call Centre could be accessed effectively by learners with a range of needs including those who are blind or vision impaired (Access and Equity Online Learning).

Frank said the product used complex voice-activated technology and as an e-Learning product to the best of his knowledge is the only one of its kind worldwide. "I believe it will become a benchmark-learning product."

To develop the Virtual Call Centre, an existing collection of web based learning materials - the Call Centre Flexible Learning Toolbox - was customised. Frank said reusing existing learning materials was much more cost effective than of developing online products from scratch. "If we had to start from square one that would have been a huge disincentive for the establishment of this collaboration in the first place," he said.

In the Virtual Call Centre the voice activated program provides a comprehensive database of standard and difficult questions asked by clients when they call the RAC centre. The product simulates a live conversation using real peoples' voices so trainees get a realistic idea of what to expect when working in a RAC call centre.

The trainee can experience a range of customer emotions without the pressure of operating in a live environment. The program will be available to sighted users and will be particularly useful to blind and visually impaired trainees who will benefit from practising close to real life role-playing scenarios at their own pace.

Elearn.WA piloted the prototype in 2003 and is working on refining the performance of the interface between the wireless headset technology and the voice activated software before release of the e-learning product.

the following information is required for metadata purposes, please ignore. [title]Voice-activated technology provides flexible learning to the visually impaired[/title] [summary]

A Virtual Call Centre prototype, believed to be the first of its kind, is providing learning opportunities for those who may previously have had difficulty accessing online learning.

The Virtual Call Centre combines voice recognition computer software with wireless headsets designed to support people who are blind or visually impaired learn the skills needed to respond to call centre clients.

After exploring training and employment options the Royal Automobile Club of Australia (RAC), the largest call centre operator in WA, decided to adopt a proactive approach that was committed to delivering nationally recognised training and placing people who are blind or vision impaired in the workforce.

In 2002 RAC joined forces with the Elearn.WA, a registered training organisation, and the Association for the Blind of WA to develop a recognised, voice-activated online training program for call centre operators - the Virtual Call Centre.

"The prototype we've developed is exciting for a number of reasons, but primarily because it has potential for placing people who are blind or vision impaired into sustainable employment," said Elearn.WA director Frank Bate.

"Technology is a major barrier that currently inhibits people blind or vision impaired from entering call centre occupations", he said. "This system opens up unparalleled occupational opportunities in the call centre industry for people blind or vision impaired."

"The development of flexible learning solutions using leading-edge technologies can be complex and expensive. Collaborative arrangements like the one we've established to work on this project can save time, effort and avoid duplication."

RAC Training Manager Jacqui Jones said the Virtual Call Centre has the potential to bring more consistency to RAC training programs. "There are many variables to consider when training people in a role that is very hands-on. The voice-activated product brings greater consistency and quality to every trainee's learning experience."

It will also be useful for RAC's training assessment purposes. The trainer can pre-select a call scenario and control the level of stress experienced by the trainee.

"The development of this product has been in line with the RAC corporate values and represents an exciting opportunity to bring together innovative technology, business efficiencies and maximise employment opportunities for all members of the community," said Jacqui.

The development of the prototype was supported by individuals and the project team taking up nationally funded professional development opportunities (LearnScope and Flexible Learning Leaders). "The networking that was a valuable part of these professional development experiences really got this idea off the ground. The collective knowledge that is built up through networking, ongoing learning, reflection and trust is how people get enthused and make an idea become a reality," said Frank.

Frank said it was important to be open-minded when developing and implementing flexible learning solutions. "Successful solutions rely on people working together to build a flexible learning culture based upon the needs and preferences of the end-user. There is no point in applying technology to learning just for the sake of it."

The development team referred to a range of guidelines and checklists available online to ensure the Virtual Call Centre could be accessed effectively by learners with a range of needs including those who are blind or vision impaired (Access and Equity Online Learning).

Frank said the product used complex voice-activated technology and as an e-Learning product to the best of his knowledge is the only one of its kind worldwide. "I believe it will become a benchmark-learning product."

To develop the Virtual Call Centre, an existing collection of web based learning materials - the Call Centre Flexible Learning Toolbox - was customised. Frank said reusing existing learning materials was much more cost effective than of developing online products from scratch. "If we had to start from square one that would have been a huge disincentive for the establishment of this collaboration in the first place," he said.

In the Virtual Call Centre the voice activated program provides a comprehensive database of standard and difficult questions asked by clients when they call the RAC centre. The product simulates a live conversation using real peoples' voices so trainees get a realistic idea of what to expect when working in a RAC call centre.

The trainee can experience a range of customer emotions without the pressure of operating in a live environment. The program will be available to sighted users and will be particularly useful to blind and visually impaired trainees who will benefit from practising close to real life role-playing scenarios at their own pace.

Elearn.WA piloted the prototype in 2003 and is working on refining the performance of the interface between the wireless headset technology and the voice activated software before release of the e-learning product.

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