Disabilities and Call Center Employment
I am considering seeking employment in a call center supporting Microsoft
operating systems and programs. However, I have recently acquired some
nerve damage to my hands and arms. I can still type, but it is not
advisable to do so constantly all day long. The question is, in a busy
call center environment , is it just impractical to consider such
employment? Are there voice recognition programs that major call centers
use to help those with disabilities so they can work in a call center? If
this is not practical, are there voice recognition programs which allow
someone to write computer programs? I would appreciate any constructive
advice.
This really depends on the organization and their ability to respond to
your needs. Organizations often fall into two categories - ones that
welcome people with disabilities and those who follow the law, but don't
go out of their way. Larger organizations often consider public image
and are more open to accommodation. They also have a larger budget (or
a pool of money for such contingencies) than smaller organizations. If
the org is proactive, you'll find a better general atmosphere, though
your manager & coworkers will also play a big part.
Some tracking systems or authoring software may not work with the
various voice recognition programs, though the voice programs are
getting better all the time. Basically, the more customizable the
program (especially hot keys or macros), the better chance you have of
working efficiently with a voice-only system. (Setting up hot-keys or
macros in either application would save recognition and processing time
on repetitive entries.)
If your nerve damage is to more than your hands and arms, you'll also
have to carefully consider ergonomics. I've got a bad back and must be
very careful with the relationship between body and computer or monitor,
posture, and arm position, since all of these factors affect the strain
placed on my back.
As one who has been attempting to "manage" his carpal tunnel syndrome for
some months (after decades of earning my living in close association with a
keyboard), I can't recommend to you a full-time gig at a keyboard. I am
awaiting Dragon Software's Macintosh version of Naturally Speaking, so I
don't yet know what hope lies there. You could try their Windows version to
see what it might do for you.
Another consideration is whether you can find a call center job that doesn't
have you at the phone and keyboard all day. In my last Help Desk Analyst
role, I was providing on-site support for half of each shift. That greatly
reduced my keyboard hours per day.
As for cutting code for a living, check out the speech recognition products.
But I have a hard time imagining that you could sufficiently reduce your
keyboard hours, especially given the long hours worked by some programmers I
know. Perhaps a related area such as software QA, usability, etc. might
require less keyboard stress?