relayoperator
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Because of the communication barrier and misunderstandings that occur on a daily basis as an IP Relay Communications Assistant with deaf and hard of hearing individuals - I thought I would post an additional thread about facts and information on IP Relay use. I hope this may answer some questions and ease some frustrations.
Here are some frequently asked questions or otherwise concerns I've noticed while relaying calls:
Operator, can you answer a question for me? Why won't you talk back?:
We are not legally allowed to respond to any questions you may have that is not regarding the call itself. We are only allowed to relay content of the call. It is the law of the FCC. Not following the law could end up in relay center termination of operations.
Operator, the person you have dialed is a MAN not a WOMAN!:
Sorry, but we only relay what we interpret. If someone has a high pitch voice or a voice that is female like we will relay them as a female. If they have a deep or manly voice we relay them as male. We'll make the corrections usually.
Operator, I hear operators scam deaf people!:
This is untrue. Before being hired every employee undergoes a drug and background check for any criminal history. There is no ability to click or paste information from the software we use to relay calls. Everything is strictly confidential and never leaves the IP Relay Center.
Operator, do you click and paste our conversations to other CA's or post our conversations online?:
Absolutely not! There is hardly anyway for that to happen unless someone wrong the entire conversation on paper and retyped it all. If anyone is doing that they will be found out and terminated.
Operator, you're dialing the wrong number!:
We only dial the number that is given to us. If you type a number we automatically have it and that exact number is dialed. We do not hit numbers it goes right into our software and is dialed. We do not dial a wrong number unless you have.
Operator, hurry up!:
We can only type so fast. We don't use technology to type for us we use our hands. We type all day long so please bear with us. We can only go through automated menues so fast. Often times we have to redial and make the selections you have made all over again to make sure we've got it verbatim.
Operator, why is it after a certain amount of time I don't respond you disconnect my call?:
You are alloted 2-5 minutes to respond usually in most cases. We cannot remain on a dead line for too long unless asked to hold. If you are inactive and lose service we must take other people's calls. Often there is a queue and people are waiting for CA's...without available CA's it's almost impossible and not fair to those who are waiting who are wishing to make a call at that time.
Operator, how can I go about reporting a CA?:
You may report a CA by inquiring for an e-mail address to management or customer service. In some cases you may request to speak to a manager directly...most cases they'll give you an e-mail address. Make sure you have the CA# the date and time of the call as well as your concern (even an exceprt of the call in which you'd like to address your concern).
Operator, I was telling a CA how to do their job and I used vulgarity and my call was closed, why?!:
It is considered CA abuse and calls can be closed out for that. If vulgarity is directed towards a CA it is considered harassment.
[I'll update this frequently...if you have any questions, you may respond to this thread and I'll answer your questions as best I can.
Here are some frequently asked questions or otherwise concerns I've noticed while relaying calls:
Operator, can you answer a question for me? Why won't you talk back?:
We are not legally allowed to respond to any questions you may have that is not regarding the call itself. We are only allowed to relay content of the call. It is the law of the FCC. Not following the law could end up in relay center termination of operations.
Operator, the person you have dialed is a MAN not a WOMAN!:
Sorry, but we only relay what we interpret. If someone has a high pitch voice or a voice that is female like we will relay them as a female. If they have a deep or manly voice we relay them as male. We'll make the corrections usually.
Operator, I hear operators scam deaf people!:
This is untrue. Before being hired every employee undergoes a drug and background check for any criminal history. There is no ability to click or paste information from the software we use to relay calls. Everything is strictly confidential and never leaves the IP Relay Center.
Operator, do you click and paste our conversations to other CA's or post our conversations online?:
Absolutely not! There is hardly anyway for that to happen unless someone wrong the entire conversation on paper and retyped it all. If anyone is doing that they will be found out and terminated.
Operator, you're dialing the wrong number!:
We only dial the number that is given to us. If you type a number we automatically have it and that exact number is dialed. We do not hit numbers it goes right into our software and is dialed. We do not dial a wrong number unless you have.
Operator, hurry up!:
We can only type so fast. We don't use technology to type for us we use our hands. We type all day long so please bear with us. We can only go through automated menues so fast. Often times we have to redial and make the selections you have made all over again to make sure we've got it verbatim.
Operator, why is it after a certain amount of time I don't respond you disconnect my call?:
You are alloted 2-5 minutes to respond usually in most cases. We cannot remain on a dead line for too long unless asked to hold. If you are inactive and lose service we must take other people's calls. Often there is a queue and people are waiting for CA's...without available CA's it's almost impossible and not fair to those who are waiting who are wishing to make a call at that time.
Operator, how can I go about reporting a CA?:
You may report a CA by inquiring for an e-mail address to management or customer service. In some cases you may request to speak to a manager directly...most cases they'll give you an e-mail address. Make sure you have the CA# the date and time of the call as well as your concern (even an exceprt of the call in which you'd like to address your concern).
Operator, I was telling a CA how to do their job and I used vulgarity and my call was closed, why?!:
It is considered CA abuse and calls can be closed out for that. If vulgarity is directed towards a CA it is considered harassment.
[I'll update this frequently...if you have any questions, you may respond to this thread and I'll answer your questions as best I can.
