From the community

New Telephone Banking service for deaf or hard of hearing customers

January 31, 2019 | Customer Engagement
Provided by Virgin Money UK
New Telephone Banking service for deaf or hard of hearing customers

CYBG has introduced a new, free telephone banking service for customers who are deaf or hard of hearing and use British Sign Language (BSL).

In partnership with SignVideo, CYBG has launched a video relay service (VRS) that is designed to instantly connect deaf or hard of hearing BSL users to a professional interpreter via a video link. The interpreter then calls our customer service helpline and relays the conversation between the customer and the advisor.

The service can be accessed via a video call using tablets, smartphones, computers and laptops, requiring no additional software for the bank or the user.

SignVideo pioneered this VRS solution in the UK and its client list now includes BT, Sky and Sainsbury’s.

Gavin Opperman, Group Customer Banking Director, said:

“At CYBG we want to ensure that all our customers have confidence that they will be able to carry out their day to day banking and easily access our products and services. With this in mind, we are delighted to announce our partnership with SignVideo and the improved services we can offer our customers who use British Sign Language.

“Launching the video relay service (VRS) is a step forward in our ongoing journey to provide equal banking for all and it will make a real difference to our deaf or hard of hearing customers who use BSL.”

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