Georgia Relay Partner Training

1
Georgia Relay Partner Training

• Turn Georgia Relay Users into Lifelong Customers

2
What is Georgia Relay?

• A free public service that allows Georgia
  residents who are deaf, hard of hearing,
  deaf-blind or have difficulty speaking to
  communicate by phone.
• Administered by the Georgia Public Service
  Commission
• Service provided by Hamilton Relay

3
How A Georgia Relay Call Works

• The Relay caller places a call through Georgia
  Relay, typically through the use of an assistive
  communication device.

A Communication Assistant (CA) speaks and/or
types what is said between you and the Relay
caller.
Speak as you normally would, just a little
slower. Say Go Ahead when you are ready for a
response.
4
Secure, Confidential Calls

• All calls are kept strictly confidential by law
• No records of calls are kept
• CAs must type everything you say exactly as you
  say it
• CAs must remain impartial, and cannot get
  involved in the conversation

5
Relay Calls Are Good For Business

• By learning how to handle Relay calls you have
  the opportunity to
• Convert callers into customers
• Increase sales
• Build customer loyalty
• Get word-of-mouth referrals from satisfied
  Georgia Relay users

6
Types of Relay Calls

• Traditional TTY Relay Users type and read their
  phone conversations on a text telephone (TTY).
• VCO (Voice Carry-Over) Users speak directly to
  you, then read your response.
• HCO (Hearing Carry-Over) Users listen directly
  to you, then type their response.
• STS (Speech-To-Speech) Users with difficulty
  speaking listen and speak directly to you with
  the assistance of an STS-trained CA.

7
Types of Relay Calls

• Internet Relay Users connect to Georgia Relay
  via a computer, web or wireless device.
• Captioned Telephone (CapTel) Hard of hearing
  users talk directly with you, while also viewing
  your words as text captions on a CapTel phone.
• VRS (Video Relay Service) Users communicate with
  sign language using a videophone or webcam.
• Spanish Relay Users can request
  Spanish-to-Spanish and Spanish-to-English
  service.

8
Answering a Relay Call

• Step 1.
• When you answer a Relay call, the Communication
  Assistant (CA) will identify the call and give
  their CA number Hello, Georgia Relay CA
  2643.

9
Answering a Relay Call

• Step 2.
• If you you are unfamiliar with Relay, the CA will
  explain how Georgia Relay works.

10
Answering a Relay Call

• Step 3.
• The call will proceed with the CA voicing
  everything to you that the Relay user types or
  signs.

11
Answering a Relay Call

• Step 4.
• When the CA says Go Ahead, its your turn to
  respond.
• Speak slowly and directly to the caller, not
  the CA.

12
Answering a Relay Call

• Step 5.
• When you are finished speaking, say Go Ahead.
• The CA will then type or sign everything you said
  back to the customer.

13
Answering a Relay Call

• Step 6.
• The CA will continue relaying the messages back
  and forth until both you and the customer are
  finished with the conversation.

14
Making a Relay Call

• Step 1.
• Dial 7-1-1 to reach Georgia Relay.
• Calling from out of state?
• Dial 1-800-255-0135.

15
Making a Relay Call

• Step 2.
• Give the CA the telephone number of the customer
  you wish to call.

16
Making a Relay Call

• Step 3.
• Once the CA has connected you, your conversation
  will proceed as a normal Relay call.

17
Making a Video Relay Service (VRS) Call

1. Dial the VRS customers area code and phone
   number, just like a traditional phone call.
2. The call will automatically connect through a VRS
   providers center.
3. Once connected, a CA will relay your conversation
   back and forth as normal.

18
Making and Receiving CapTel Calls

• With all Captioned Telephone (CapTel) calls,
  theres no need to wait for cues from a CA.
• The customer listens while reading captions and
  responds directly to you.

19
Making and Receiving CapTel Calls

• Be sure to ask your customer how best to reach
  him/her in the event you need to call back. You
  must either
• Dial the customers phone number directly
• -or-
• First dial the captioning center
  (1-877-243-2823), then enter the customers
  phone number.

20
Calling Tips

• Dont hang up. There will be a short pause when
  you pick up, similar to a telemarketing or
  solicitation call. However, a CA will quickly
  identify themselves to you.

21
Calling Tips

• Speak slowly and clearly so that the CA can
  capture everything you say. It is not necessary
  to speak loudly.
• Speak directly to your customer, not the CA. The
  CA will not acknowledge you if you try to speak
  to him or her.

22
Calling Tips

• Say Go Ahead after each thought. This signals
  that you are finished speaking and it is the
  Relay users turn to respond.
• Be aware that the CA will type everything that is
  heardincluding background noises and voice
  intonationsto ensure equal access.

23
Calling Tips

• Be patient. Georgia Relay calls take a few
  minutes longer than regular calls.
• Know your customers Relay preferences. Before
  getting off the call, ask your customers which
  type of Relay service they prefer you use when
  contacting them.

24
Calling Tips

• Ask for help if you have trouble understanding a
  conversation. Typed messages from TTY users who
  use American Sign Language (ASL) may not
  translate well into spoken English. If you have
  trouble, ask the CA for an ASL translator.

25
Relay Call Fraud Protect Your Business

• Criminals can pose as Relay callers to conceal
  their identity and place orders with stolen/fake
  credit card numbers and cashiers checks.

26
Fraud Warning Signs

• Beware of callers who
• Refuse to provide a name or phone number
• Order unusually large quantities
• Dont ask common questions
• Have no concern for price
• Want order shipped immediately through a third
  party and/or to an overseas location

27
More Fraud Warning Signs

• Beware of callers who
• Use multiple credit cards, sometimes with
  numbers that are close together
• Cant provide a 3-digit credit card verification
  code
• Wish to pay with a certified check
• Refuse to wire money directly to you
• Pressure you to act now on the sale

28
Preventing Call Fraud

• For All Transactions Always confirm the buyers
  full name, address and telephone number.
• For Credit Card Payments Ensure that the credit
  card is valid and the user is authorized before
  ending the call if possible.

29
Preventing Call Fraud

• For Check Payments Ask for a check drawn at a
  local bank or local branch. Never accept a check
  for more than your selling price.
• For Wire Transfers End the transaction
  immediately if the buyer insists that you wire
  back funds.

30
Report All Suspicious Calls To

• Federal Trade Commission
• FTC.gov
• 1-877-FTC-HELP
• Georgia Relay Customer Service
• 1-866-694-5824 (Voice/TTY)
• GARelay_at_HamiltonRelay.com

31
Employee Support

• Questions
• 1-866-694-5824 (Voice/TTY)
• Learn more
• GeorgiaRelay.org