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Understanding the Video Relay Service Process: Making Communication Accessible
- melissa.gillham
- Feb 24
- 3 min read
Communication connects us - but for many Deaf individuals, everyday conversations can feel like trying to cross a river without a bridge. Video Relay Services (VRS) help build that bridge, creating smoother, more inclusive communication for everyone. If you want your organisation to be more accessible, understanding how VRS works is an excellent place to start.
What Is the Video Relay Service Process?
Video Relay Service (VRS) enables Deaf people who use British Sign Language (BSL) to communicate with hearing individuals via a qualified interpreter. It allows a Deaf caller to use BSL through video while the interpreter relays the conversation by voice to the hearing person - and vice versa.
Here’s how it works:
The Deaf user connects to a BSL interpreter using a video phone or app.
The interpreter signs the hearing person’s spoken words.
The Deaf user signs their reply, which the interpreter voices aloud.
This continues in real time, just like a natural conversation.
For Deaf customers, clients, or employees, VRS removes communication barriers and ensures they can engage with your organisation confidently and independently.
Why Is the Video Relay Service Process Important for Your Business?
You might wonder, “Why invest in VRS?” The answer is simple: accessibility benefits everyone.
Key benefits include:
Legal ComplianceUK equality laws require businesses to provide reasonable adjustments. VRS helps you meet these obligations effectively.
Better Customer ServiceDeaf customers can contact you easily, ask questions, and receive support without delays or frustration.
Improved Workplace InclusionDeaf employees can participate fully in meetings, training, and day‑to‑day communication.
Stronger Brand ReputationDemonstrating a commitment to accessibility builds trust and shows that your organisation values diversity.
How does a video relay service work?
If you’re new to VRS, here’s a brief look behind the scenes:
1. Initiating the Call
The Deaf caller starts a video call through a VRS app or device.
2. Connecting to the Interpreter
A qualified BSL/English interpreter appears on screen to facilitate communication.
3. Relaying the Message
The interpreter voices the Deaf user’s signed messages to the hearing person.
4. Receiving the Response
The interpreter signs the hearing person’s spoken replies back to the Deaf user.
5. Ending the Call
The call ends normally once the conversation is complete.
The entire process is smooth, quick, and designed to feel as natural as possible.
For more details on how Video Relay Service works, visit the InSignLanguage website.
Practical Tips for Implementing Video Relay Services in Your Organisation
Ready to bring VRS into your workplace? Here’s how to get started:
✔ Choose the Right Provider
Select a provider like InSignLanguage Ltd, where you’ll find experienced interpreters and reliable technology.
✔ Train Your Staff
Offer training on Deaf awareness and how to use VRS confidently.
✔ Promote It Clearly
Let customers and employees know you offer VRS — add it to your website, email signatures, and customer support pages.
✔ Ensure System Integration
Check that VRS works smoothly with your current communication tools.
✔ Gather Feedback
Ask Deaf users and interpreters how you can improve the experience.
The Future of Communication: Embracing Video Relay Services
Technology continues to drive accessibility forward, and VRS is a powerful example of that progress. At InSignLanguage Ltd, we’ve spent over eight years supporting organisations, empowering Deaf professionals, and promoting inclusive communication across the UK.
Imagine a workplace where communication flows effortlessly, where Deaf employees feel valued, and where customers know they’re truly heard. With Video Relay Services, that future is closer than ever.
Accessibility isn’t just an adjustment - it’s an opportunity.Are you ready to open the door to more inclusive communication?
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