Making call centres ‘relay service ready’
8 July 2012
People working in call centres do an important job in managing the contact between businesses and their customers.
But sometimes the needs of the one in six Australians with a hearing impairment can be left behind, in the pressure to meet call performance targets.
NRS users may get rushed by call centre staff or passed to another staff member. Occasionally their calls are even refused.
During Hearing Awareness Week we will be emphasising to call centre managers and staff that once staff are 'relay service ready', NRS calls are really no different to any other call. And we will be offering tips on how to provide the same level of service.
The NRS is providing a free kit of resources to all call centres, including posters, brochures, factsheets, a slideshow and daily tips. Plus a complimentary cuppa to all participating staff.
This year the campaign focuses on ensuring staff are relay service ready so they will:
- be equipped with the practical steps in taking an NRS call, and
- understand the importance of providing equal access to products and services to NRS users.
Since NRS users know they can rely on the NRS to make an emergency call if the occasion ever arises, we are also working closely this year with ambulance, police and fire emergency call centres to ensure that they, too, are relay service ready when they get an NRS caller on the line.
Contact the NRS Helpdesk to find out more about our call centre campaign.
Hearing Awareness Week runs from 19 to 25 August.