Case Study: Employee Experience | Technology
Unique India Team Learns Back-Office Program via Sign Language
Through customized training, interpreters guide those with hearing loss toward an equal employment opportunity
The client’s corporate social responsibility (CSR) focus fully aligns with our common way of conducting business: to ensure a diverse workplace (gender, disability, sexual orientation, race, age, nationality, attitude, experience, etc.) and an inclusive environment. Because what we do for this client is entirely back-office (non-voice) work, there was a unique opportunity to recruit job seekers with limited or no hearing capability to join the team. This would require a unique hiring and training approach different from the process used for employees with hearing and speaking abilities.
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In one of our India sites, we partnered with two local employment organizations to ensure our work environment was ready for persons with disabilities (PWD), specifically, individuals who have hearing loss, and we hired sign language interpreters competent and experienced in Indian Sign Language. With their help, we initially hired a team of 25 people with limited or no hearing capability for this client program.
The interpreters played a very critical role in terms of communicating and sharing knowledge with the team. After the training, these interpreters remain on the floor to support the team to help them and continue making them comfortable with the process.
In addition to giving the interpreters high availability to guide the team, address process-related queries, and support everyone in their day-to-day job roles, we also assigned a buddy/mentor to each new employee for the first three months after onboarding. This person not only addresses work-related challenges but also assists with social integration.
To provide overall support to ensure the team’s wellbeing, we then aligned a dedicated manager who is a sign language expert with 15+ years of experience in the disability sector.
Based on a fitment analysis, we customized a training program for the PWD employees, and to make team meetings and reporting more accessible, we incorporated the following recommended methods:
The facility is fully compliant with the needs of PWD employees. Regarding fire safety and emergency exits, we customized those plans to accommodate those with hearing impairment.
We launched the PWD training in November 2019 for two lines of business with 24/7 support, and today, our 17 PWD colleagues are some of the highest-performing team members for this account. This team is extremely friendly and approachable, exhibiting a high level of concentration and dedication to their given tasks. The average team member tenure is 3.5 years, and together we work on career paths to encourage these highly talented individuals to stay at HGS for years to come. As a true sign of high quality, HGS has consistently received 10 out of 10 on its client satisfaction survey (an NPS of 100) throughout the life of the partnership, outperforming the client’s captive/in-house business units.
17 Team members
with partial to total hearing loss
3.5 YRS Average tenure
for this group
10/10 CSAT score
throughout client partnership