Clear, reliable communication is essential in customer service—especially for those who rely on TTY (Text Telephone) technology. For individuals who are deaf, hard of hearing, or speech-impaired, TTY provides a vital connection to the support they need. That’s why we’re excited to introduce our automated testing service, a behind-the-scenes testing feature designed to ensure TTY calls are always received, routed, and handled properly. Built with a focus on call reliability and agent readiness, this automated test is especially valuable for serving Medicare customers, where accessibility and compliance are non-negotiable. 

Why It Matters: Benefits of TTY Test 

Our service actively simulates inbound TTY calls as part of your regular operations. By doing this internally and automatically, the system flags potential issues before they ever reach your customers. This proactive approach means your call center doesn’t have to wait for a customer complaint to detect a problem. Instead, you're one step ahead, ensuring your lines are always ready and compliant. 

TTY calls often follow different protocols and expectations compared to standard voice calls. The TTY Test is also used as a training tool for your agents, helping them become familiar with how these calls work and what to expect. Through regular simulations, agents can practice the correct response flow, learn to recognize TTY communication cues, and handle these calls with confidence and clarity. This reduces the likelihood of confusion during real interactions and ensures your team is prepared to deliver efficient service—especially critical for Medicare and accessibility users who rely on TTY systems. 

What Does TTY Test Mean for Customers? 

Seamless Experience 

Customers no longer need to verify if TTY support is functioning. By running proactive internal tests, your systems are always prepared—removing the burden from the user and reducing frustrating experiences like dropped or unresponsive calls. 

Reliable Access 

This also ensures that all calls connect properly to live agents. It prevents missed handoffs and communication breakdowns, delivering consistent, dependable access to your support team. 

 Better Service for Medicare Plan Users 

Medicare Plan customers represent a particularly vulnerable group that depends heavily on reliable communication. TTY Test helps ensure their needs are met by keeping systems compliant and communication lines open, avoiding costly missteps or regulatory infractions. 

 CMS Rating Improvement   

The Accuracy & Accessibility Study is one of the ways CMS tracks service quality across Part C and Part D plans, assessing key aspects of the member experience such as call resolution rates, accessibility, and complaint volumes. This test helps you meet and exceed these benchmarks by reducing failed interactions and demonstrating proactive support for accessibility compliance. 

This leads to: 

• Fewer complaints related to call failures or accessibility gaps
• Higher customer satisfaction scores
• Improved CMS Star ratings

Take the Next Step Toward Better TTY Support 

Our automated testing service is all about staying one step ahead. By catching issues before they affect real customers and preparing agents to handle TTY calls with confidence, we’re helping call centers deliver a smoother, more reliable experience. This proactive approach isn’t just good practice—it can directly improve outcomes that matter, like your CMS Star Rating. Fewer call failures, better accessibility support, and higher customer satisfaction all contribute to better performance in CMS evaluations. 

 It’s one more way NexTalk is leading with innovation, inclusivity, and quality service—for every customer, every call. 

 Want to learn more about how we’re advancing accessibility and performance? Schedule a demo below!