Dani McLelland

Director of Customer Care, CaptionCall/SVRS

Q: Please describe your role in the company and why it is important. 

A:  As director of customer care, I manage our customer service and technical support teams for CaptionCall and Sorenson Relay. These teams are the frontline people with whom our customers interact when they are interested in our services, need to update account information, or have technical issues with their CaptionCall phones and videophones. We also provide a lot of support for our internal teams, which include outreach and captioning agents. The customer care leadership teams make a point of working closely with other departments to ensure our efforts are aligned with other teams and that we’re able to provide customers with the fastest resolutions available. 

Q: What do you bring to your role that adds value to the company?

A: My biggest priority is doing whatever I can to set up my teams for success. That might include answering difficult customer questions, fostering relationships with other departments, or mentoring them as they grow within their role as a member of customer care. I’ve been fortunate in my career to be surrounded by people that put in 100 percent every day. It’s not uncommon for me to challenge existing processes and push colleagues out of their comfort zones. Despite this, they’ve proven time and time again that they will take any challenge head on. 

Q: What does the Americans with Disabilities Act (ADA) provide for people who are Deaf and hard-of-hearing? 

A: Through the Americans with Disabilities Act we’re able to provide functionally equivalent telephone experiences for the Deaf and hard-of-hearing. In customer care, we get the opportunity to work closely with customers and see firsthand what a difference our services make in their daily lives. From conducting business to communicating with family, our captioning and VRS services are breaking down barriers and creating a seamless path to communication.   

Q: Please describe how regulations (the government rules) impact what we do as a company.

A: The approaches we take and decisions we make are always done with compliance regulations in mind. In customer care, eligibility requirements and compliance are a regular part of our discussions. We want to ensure every person understands the importance of the requirements and is equally invested in aligning our efforts with these regulations. 

Q: What is the greatest challenge you have overcome – or are still overcoming – in your work?

A: Creating processes that are efficient and work for many different departments. As our goals evolve, the processes we’ve built must evolve with them. Often, this requires a mixture of creativity and flexibility from many departments. Despite these challenges, the customer care leadership teams are knowledgeable when it comes to the nuances of our processes, and I have full confidence in them leading the team to success.

Q: What is the best part of your work?

A: My teams. They show up every day and hustle hard to ensure they’re taking care of every customer who calls in. We support the efforts of a lot of different departments, which requires that we be flexible and willing to learn new things. They continuously rise to the occasion and impress me daily.