Your contact centre or reception staff should receive all the training and resources they need so they can take and make calls via the National Relay Service.
Your staff are at the frontline of making or receiving calls via the NRS. To make sure you are Relay Service friendly, you need to have a look at all your current procedures relating to relay calls.
If needed, you should provide further training and resources to your staff.
Assessing your current procedures
Take some time to find out how your staff currently handle calls through the NRS:
- Are relay calls handled by all staff or are they routed to a special team? The key issue is that you are happy that the person taking the call is appropriately skilled.
- How frequently do you receive or make relay calls? The answer could be useful in working out your particular arrangements for handling relay calls.
- Are staff familiar with the NRS and its special call process?
- Are staff equipped to handle relay calls with confidence and ease?
- Do staff understand their obligations under disability laws?
Training and resourcing
Where staff may need further support in taking relay calls, consider ways to refresh their knowledge:
- run a brief reminder session featuring our video clips: A guide for businesses to receiving calls through the NRS, Interviews with business champions and A short message from users of the NRS.
- display posters and postcards
- send an email update
- include a story on the National Relay Service in your next newsletter, or
- add a page about the National Relay Service to your training or induction kit.
We can provide articles for your newsletter or information for your email update. We can also arrange a visit from one of our education and information team to provide a free in-house training session.
There's also a range of free resources to help your staff feel comfortable and confident taking relay calls.