A better deal for NRS call centre customers
10 August 2011
The NRS will be working with staff in a wide range of call centres during Hearing Awareness Week this year to improve their practical knowledge about handling calls from NRS users.
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 lost 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 NRS callers are customers too. And we will be offering tips on how to provide the same level of service.
The NRS has produced a short video with messages from NRS users saying how important the relay service is for them in making business calls and maintaining their independence.
We will also be giving out free copies of our:
- free video for call centre staff about receiving NRS calls
- quick reminder postcard for call centre staff.
Hearing Awareness Week runs from 21 to 27 August.
