How to use video relay service effectively for business phone calls
Video Relay Service (VRS) can make business conversations accessible when a Deaf person communicates in Auslan and the other participant uses spoken English. A qualified interpreter joins the call through video, allowing each person to communicate in their preferred language rather than relying on written notes or an improvised workaround.
For Australian organisations, effective use involves more than opening a video link. Staff need to understand how the National Relay Service works, prepare technology in advance, protect confidential information and communicate directly with the Deaf customer or colleague. A smooth call should feel like a normal business conversation with an accessibility service supporting it.
The best results come from treating relay interpreting as part of standard customer service. This applies to a bank branch in Melbourne, a medical practice in Brisbane, a government office in Canberra or a theatre company in Sydney. Accessibility should be built into the workflow rather than arranged only after a communication breakdown.
VRS is also different from text-based relay and from automatic captions. The interpreter conveys meaning, tone and turn-taking between Auslan and spoken English. That makes it especially useful for detailed discussions, negotiations, appointments and situations where accuracy matters.
| Business situation | Useful relay approach | Key preparation |
|---|---|---|
| Customer enquiry | NRS Video Relay with an Auslan interpreter | Have the customer number and service details ready |
| Internal meeting | Scheduled video relay or an interpreter booked in advance | Send the agenda and names beforehand |
| Legal or medical matter | Qualified interpreter with appropriate specialist experience | Confirm privacy, consent and terminology |
| Poor internet connection | NRS text-based or voice relay alternative | Agree on a backup contact method |
| Urgent safety issue | Use the appropriate emergency pathway, not an ordinary business call | Call 000 directly where possible |
Set up the call before it begins
Confirm the purpose, participants and expected length before dialling. A receptionist should know whether the call concerns an account, complaint, appointment, contract or technical problem. Gathering reference numbers and documents in advance prevents long pauses while the interpreter and caller wait for information.
Use a reliable device, a stable NBN or mobile connection and a quiet, well-lit room. The camera should show the interpreter clearly, with enough space for facial expression and signing. Avoid placing a bright window behind the speaker, and check that firewalls, browser permissions and headsets work before the appointment.
Australian businesses often operate across several time zones. A team in Perth may be speaking with a customer in Sydney during Australian Eastern Daylight Time, while a national organisation may have staff in Darwin or Brisbane. State the date, time zone and expected duration in the booking confirmation. If the call is scheduled for the afternoon, writing “2 pm AEST” is safer than using informal terms such as “this arvo”.
Choose the right relay arrangement
The National Relay Service can support communication between a Deaf or hard-of-hearing person and a hearing business representative. The Deaf participant may connect through video, while the business receives the interpreter’s spoken communication by phone or an online platform. Ask which relay method the customer prefers instead of assuming that video is always suitable.
For a planned conference, legal consultation or complex service appointment, booking an interpreter in advance may be more effective than starting an unscheduled call. This allows the interpreter to prepare specialist vocabulary and helps the organisation allocate enough time. A short sales enquiry may need only a standard relay connection, while a tenancy matter or workplace meeting may require careful planning.
Do not insist that a Deaf customer use speech, lip-reading, written English or captions if Auslan is their preferred language. Auslan is a distinct language with its own grammar, and it is not simply a signed version of English. The customer may also use an interpreter for one part of a conversation and direct written communication for another.
Communicate naturally through the interpreter
Speak to the Deaf person, not about them. Use “you” rather than “tell them”, maintain visual attention with the camera and address the customer by name when appropriate. The interpreter will relay the conversation in the first person, so phrases such as “I can arrange that” remain clear and direct.
Use an ordinary pace and pause at natural points. Avoid speaking rapidly, talking over another person or delivering long paragraphs packed with several questions. Technical terms, account numbers and street names should be repeated or spelled clearly when needed. Allow time for the interpreter to finish signing before responding; a slight delay is normal.
Check understanding in a respectful way. Instead of asking whether the interpreter understood, ask the customer whether the explanation was clear or whether they would like a point repeated. Do not assume that a nod means agreement, and do not treat a request for clarification as a problem. Accessible communication improves accuracy for everyone on the call.
Professional development should include Deaf culture, language access and the history of interpreting practice. A resource on Deaf history for interpreters can help managers design training that goes beyond basic etiquette and recognises the community’s experience with education, employment and public services.
Protect privacy and sensitive information
Relay calls can involve health records, financial details, employment disputes or legal instructions. Verify identity using the organisation’s normal process, while ensuring that the process itself is accessible. Do not ask the interpreter to provide an opinion about the customer, explain private circumstances or complete tasks outside interpreting.
Tell everyone if the call may be recorded, transcribed or monitored. Australian privacy obligations apply to personal information, and rules about recording conversations can differ between jurisdictions. Obtain appropriate consent, explain where the recording will be stored and limit access to staff who genuinely need it. If recording is unnecessary, do not record simply because the call uses video.
Use secure business systems rather than a personal device or an unapproved consumer account. Keep documents out of camera view, lock the screen when stepping away and avoid repeating sensitive information in a group chat. The same caution is useful when discussing purchases, payments or online services, including a real-money gaming context, where identity and financial details may be particularly sensitive.
A relay interpreter is bound by professional confidentiality, but confidentiality also depends on the business’s own handling of information. Staff should know who can access call notes, how long records are retained and what to do if a document or screen is accidentally exposed.
Build a reliable workplace process
Create a short internal procedure covering bookings, technology checks, customer consent, backup channels and follow-up notes. Include instructions for reception, sales, technical support and managers, since a Deaf customer may contact any department. A shared checklist reduces the chance that an employee will improvise or transfer the caller repeatedly.
Train staff through realistic practice calls. One exercise might involve a customer disputing an invoice; another could involve a medical appointment, rental enquiry or workplace adjustment. Training should cover turn-taking, plain English, respectful eye contact and how to handle a dropped connection. Resources such as practical skills training can complement organisation-specific accessibility training when teams are developing broader communication capability.
Have a backup plan for outages. If the video connection fails, explain the available alternatives rather than ending the call without notice. Depending on the customer’s preference, this may include text relay, an email summary, a rescheduled interpreted call or contact through an accessible online portal. Do not move to an inaccessible channel without agreement.
Emergency communication needs a separate procedure. VRS should not be treated as a substitute for direct emergency access where that is available. In Australia, call 000 directly whenever possible, and make sure staff understand the relevant National Relay Service emergency options for customers who cannot use voice telephony. A clear process protects the caller and helps the organisation respond without delay.
A business that uses video relay well makes accessibility routine: prepared staff, suitable technology, direct communication and careful privacy practices. That approach supports Deaf and hard-of-hearing customers while improving the clarity and professionalism of every important phone conversation.