Here’s a scenario. Let’s say you have a question about your bank statement, so you contact your bank’s customer service via a phone call. The call is answered by a representative who doesn’t speak your language. The big question is: would you rather have an interpreter join the call as a third-party participant to translate your private information, or would you rather switch to a representative who speaks your language fluently?
This question is a glimpse into the reality that many Deaf and hard of hearing Americans face every day. The only difference is they often don’t have the luxury to switch to an ASL representative. Other than inner circles, perhaps, there are only a few opportunities for Deaf and hard of hearing people to use their native language (ASL) in a functionally equivalent manner that their fellow hearing peers enjoy. Even when there is a chance for communication, accommodation options may be limited, packaged up, and served as an afterthought to meet the bare minimum.
Karen Strauss and Olivia Stein, both webinar presenters shared how DVC is the solution to equitable customer service by providing ASL representatives, “DVC is a real-time, bi-directional communication platform where both parties use the same language with one another, no third-party involvement”. Olivia also stressed how it’s not the goal to “eliminate” Video Relay Service (VRS) but to provide more options than what we’ve been given”. They also shared other positive impacts of implementing DVC at call centers, such as increasing employment numbers and boosting the company’s language and cultural credibility.
Karen Strauss added, “When you have complex technical medical matters, these create all kinds of linguistic challenges that heighten the opportunity for errors in translation during VRS or third-party relay calls. Also, with ASL customer service agents being Deaf, there is going to be a language and cultural understanding.” Olivia echoed the importance of this benefit when it comes to dealing with Deaf and hard of hearing people going through physical and emotional crisis – such as abuse, natural disasters, and other traumas. “When people are in high emotional states, they want to connect directly with the person, and they want to be 100% understood and seen.”
So how can companies add DVC to their call center frontlines? They can reach out to the ASL Now team.
Karen revealed an important clue to speeding up the adoption of DVC across the country. “There is a piece of legislation sitting in Congress that would direct the FCC to recognize DVC as a form of relay and provide funding support for it. It’s called the Communications Video and Technology Accessibility Act. Contacting your legislator in support of this bill would be helpful.” More information about the legislative bill can be found at cvtaaccess.org.
Karen mentioned that using technologies like DVC is the best practice for call centers. “I think that every single customer service center that takes in a lot of calls should have this. If call centers are already providing information in Spanish and other languages, why not make it possible for the Deaf community to have the same right to effective communication?”
In conclusion, the webinar touched upon the needs of the Deaf community regarding communication, mental health, and the ability to enjoy functionally equivalent experiences. The brief history of DVC during the passage of Americans with Disabilities Act (ADA) was clarified and provided more context into telecommunication laws.
To help speed up the use of DVC in more locations, contact your legislator about the Communications Video and Technology Accessibility Act: cvtaaccess.org
