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What is Video Relay Service?

Helping Deaf Customers Communicate
Video Relay Service

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.

Ready to learn more? Please Contact Us today.

Welcome to IRIS

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.

Ready to learn more? Please Contact us today.


 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:

  1. Initial Call Center CSR training on Video Relay Calls
  2. IRIS Deaf Care Certification™ of your Call Center
  3. IRIS-designed training programs
  4. On-site and web-based training modules
  5. 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.

Ready for a personalized quote? Please Contact Us today.


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.

  1. We can Train your Trainers and supervisors
  2. We offer our Deaf Care Assessments™ to evaluate your Call Center’s current services and procedures
  3. 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.

Read more about our Services or Contact Us today to have an IRIS representative craft a personalized quote on how we can help your Call Center meet the needs of deaf and hard-of-hearing customers.

Ready to learn more? Please Contact Us today.