Video Relay Service (VRS) is a video-telecommunications service design for deaf, hard-of-hearing and speech-impaired individuals. They use it to communicate with hearing people in real time through a sign language interpreter via video telephones.
How Does it Work?
The deaf or hard-of-hearing person using VRS must have a video phone or video conferencing equipment and a high-speed Internet connection. The deaf individual can make or receive telephone calls through an American Sign Language interpreter who communicates with the individual on the other end. VRS works through a 24-hour service, paid for by the Telecommunications Relay Service (TRS) fund, a U.S. government-supported program that compensates TRS providers (telephone companies) for the costs of supplying Communications Assistants (CA) who help facilitate the calls. The hearing-impaired person is responsible for choosing a provider. There is no cost to the VRS user.
What Are the Benefits of VRS?
The advantages of using VRS for a deaf or hard-of-hearing person are many. It provides them direct communication between themselves and hearing family and friends. It also gives them an avenue to communicate with doctor’s offices, schools, business contacts and even Customer Service Representatives from any type of business or company. The receiving party does not need to know American Sign Language to be able to communicate with the deaf or hard-of-hearing person.
What the Receiving Party Hears
Often, the hearing individual who receives the call will think it’s a telemarketer. However, the CA should say, “Hello. This is the relay service… .” Don’t hang up as this is VRS being used.
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What does a typical IRIS Assessment look like?
Our on-site IRIS Deaf Care Assessments™ provide a cost-effective way for companies to optimize training in their own Call Centers, using their specific data and Call Center management tools.
We cover key issues to successfully elevate your contact center to new levels of excellence. Our team of experts will assess the type of training your company or organization needs through a stream of measures:
- We review and evaluate the current method of training Customer Service Representatives (CSR) or employees who work with deaf or hard-of-hearing customers.
- We help determine if the company or business’ current standards are not only FCC approved, but meet the requirements set for by the American with Disabilities Act.
- We provide and evaluate sample Video Relay Service (VRS) phone calls to determine the satisfaction rate of the customer.
- We offer side-by-side observation with agents to view and evaluate their interaction with deaf and hard-of-hearing customers.
Once our assessment is complete, we help develop and define a Quality Assurance Program tailored to your company’s specific areas of interest and/or need. This includes scorecards or surveys for deaf and hard-of-hearing customers designed to your company’s mission and model.
To learn more, please see our IRIS Deaf Care Assessments™ page.
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IRIS (Incorporating Relay Into Service) offers consulting and development for their clients’ deaf customers as well as the following:
- Surveys tailored and geared for IRIS’ clients’ deaf customers sensitive to relay and deaf culture
- Materials and informative brochure overview developed with deaf culture sensitivity perspective and political correct appropriateness
- Script and language development for deaf customers as well as video review and assessment for informative company customer videos
- Video blogs (VLOG) and social media maintained and reviewed for company in American Sign Language for IRIS’ clients’ deaf customers
- VLOG translations from the deaf customer into English from American Sign Language for companies from their deaf customers.
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Why get Call Center training from IRIS?
IRIS trains Call Center employees and managers on how to properly handle Video Relay calls. We can help you to get ahead of any compliance issues in handling customer service calls from the deaf and hard-of-hearing. Our services include:
- Initial Call Center CSR training on Video Relay Calls
- IRIS Deaf Care Certification™ of your Call Center
- IRIS-designed training programs
- On-site and web-based training modules
- IRIS Deaf Care Assessments™ of your Call Center procedures and the needed training solutions to solve any shortcomings
To learn more about our training services, see our Call Center Training page.
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What kinds of Services does IRIS provide?
IRIS (Incorporating Relay Into Service) offers consulting and development for your company’s Call Center(s) on how to handle video relay calls.
- We can Train your Trainers and supervisors
- We offer our Deaf Care Assessments™ to evaluate your Call Center’s current services and procedures
- We train Contact Center Reps on how to handle Video Relay Calls
Do your customer service reps need extra training on how to take care of deaf and hard-of-hearing customers? Need to develop appropriate scripts to make sure video relay calls are handled with care? Do you want an analysis of your Call Center’s procedures? We can help in all of those areas.