SignVideo for Customer Services 2017-06-24T18:02:29+00:00

SignVideo for Customer Services

sv-hand-xsmBSL video interpreting for your deaf customers

UK service providers should be putting Equality and Diversity at the forefront of their decision making on customer service provision, in order to meet the government’s proposal that all businesses should offer parallel customer experience for those with disabilities in the UK. We are setting the standard for Video Relay Services (VRS) and Video Remote Interpreting (VRI) solutions in the UK, driving equal accessibility for deaf British Sign Language (BSL) users.

 

SignVideo gives deaf people using BSL independence, by allowing them to make telephone calls confidently to hearing people through fully qualified interpreters. With SignVideo calls can be made via a videophone, laptop, PC, smartphone or tablet, enabling deaf British Sign Language users to have equal access to your customer services.

SignVideo Customer Service

So why are Video Relay and Remote BSL interpretation so important?

Excellent customer service is vital to the success of service provider organisations. Ensuring your customers get the help they need, when they need it and in the way they want it, will drive customer loyalty and new acquisition.

 

Service providers often set up their customer services over the phone, geared towards hearing people, however it’s often forgotten that there are approximately 150,000 deaf British Sign Language (BSL) users in the UK. These people face daily barriers in accessing services because phones are the number one contact method for many service providers in this country. You might have email or online chat services to support your deaf or hard of hearing customers, but these are often not accessible to BSL users. BSL and English are two distinct languages and for some BSL users, communicating in English can be a huge barrier. If you don’t give these customers access to your helpline services in their own language, you are at risk of losing their business, damaging your brand reputation and most importantly, discrimination.

 

Also consider an in-branch experience for a deaf customer. When they visit a branch or your reception and need to talk to your staff, what do they do? Do they resort to using pen and paper? It is just as uncomfortable for your staff as it is for your BSL customer. It is also very time consuming. A much better experience would be for your employee and customer to communicate naturally – your employee in speech and the deaf customer in sign language – and have a professional translator relay the conversation between them both in real time. SignVideo makes this possible.

How does SignVideo work for customer services

There are three ways to use SignVideo to improve your customer service accessibility for your deaf or hard of hearing customers that use BSL. With each of the SignVideo services, your business only pays for the minutes used by these customers and nothing more.

We will fully support you through the set up process and can have the service set up in 3 days, opening access quickly and efficiently for your deaf BSL-using customers.

SignVideo Live

An online, live BSL video interpreting service accessed via a button on your website which allows a deaf customer to call through to your normal customer services call centre. When a deaf BSL user clicks on the link, they are connected via their PC, laptop, smartphone or tablet, to one of our interpreters who can converse with them in British Sign Language.

 

The qualified BSL interpreter then connects to your customer services helpline and relays the call live to the agent as any normal call would occur. There is no need for additional equipment or special training for your staff – just a business as usual phone call.

SignVideo on Site

An in-branch Video Remote Interpreting solution which uses the SignVideo live interpreting service via a tablet, enabling two co-located people, the customer service representative and the deaf customer to converse normally using a video-based interpreter to relay the conversation. This is a huge time saver as there is no longer the need to wait up to two weeks for a face-to-face interpreter. It also helps to free up valuable time for the interpreters, who are much in demand due to a shortage in the UK, so they can be more available to help others.

 

This service is incredibly powerful, as we have seen with Barclays (the first bank to launch an in-branch VRI solution), empowering the employee to do their job properly without discrimination and giving the deaf BSL-using customer a fantastic customer experience. Happy, fulfilled staff will provide better service. Happy, fulfilled customers will remain loyal and drive new business through recommendation.

SignVideo Mobile 

A mobile Video Remote Interpreting  Service which allows employees on the move or who are out and about meeting deaf customers, to connect instantly to a BSL interpreter via their mobile phone who can then relay the conversation live between them. This service works via a simple, one-off download onto an iOS or Android device.

Is the SignVideo service safe and secure?

We pride ourselves in setting an extremely high standard in VRS and VRI solutions which is why organisations like Barclays, Sainsbury’s, Lloyds, BT, O2 and the NSPCC have chosen to work with us. Here are some of the reasons why they feel confident and secure working with SignVideo:

We hold 3 ISO accreditations:

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ISO 9001

A quality management system that will help us to continually monitor and manage quality across all operations.

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ISO27001

A specification for an information security management system (ISMS). An ISMS is a framework of policies and procedures that includes all legal, physical and technical controls involved in an organisation’s information risk management processes.

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ISO14001

Sets out the criteria for an Environmental Management System (EMS). It does not state requirements for environmental performance, but maps out a framework that a company or organisation can follow to set up an effective EMS.

  • Our contact centre is PCI DSS accredited, white listed and has restricted physical access
  • We are available to serve your deaf BSL customers Mon-Fri, 8am-6pm
  • Customer information is handled through our secure application platform SV2 and as we relay information in real time, we do not capture, store or retain any customer information
  • All of our interpreters:
    • are fully registered, qualified and certified (NRCPD or equivalent)
    • have native or bilingual proficiency in BSL and English
    • hold at least 5-7 years of training before joining us
    • have at least 5 years community interpreting experience
    • hold a current DBS Enhanced Disclosure certificate
    • have Professional Indemnity Insurance (PII)
    • have signed a Non-Disclosure Agreement at the start of their employment with us
    • are supported all the time by dedicated Contact Centre Managers
    • are required to complete 24 hours of continuing professional development annually

How do I get in touch?

If you would like to book a consultation with one of our business specialists on how you can improve your customer service accessibility for deaf BSL customers, or if you would like a demonstration of how SignVideo works, please give us a call on 0208 463 1120 or email ask@signvideo.co.uk.

Why SignVideo as your VRS provider?

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