Beyond the Voice Call: Making Your UK Support Number Work for Deaf and Hard-of-Hearing Customers

Most UK support lines are designed around a voice call. You dial, someone says hello, and the conversation rolls from there. That works for plenty of people. It does not work for everyone.

If a caller is deaf, hard of hearing or has a speech impairment, a standard phone number can feel like a locked door. The good news is that the door does not need a major rebuild. A few practical changes, a bit of staff training and a clear contact page can turn a voice-only line into something genuinely easy to call.

Start with the caller’s experience

Picture the scene. A customer uses Relay UK on their mobile. They type a message. A relay assistant reads it aloud to your team. Your adviser hears a voice saying something like: 'Hello, I am calling through Relay UK.' If nobody has explained that before, the instinct is to panic, talk over the assistant or ask the caller to 'just ring back on a normal phone'.

That is the moment to fix. Relay calls are normal calls. The caller is the customer. The relay assistant is there to carry the words, not to make decisions. Train your team to greet the caller directly, speak at a steady pace and wait for the typed reply. No shouting. No rushing.

Text Relay in plain English

Relay UK is the UK’s text relay service. It lets a deaf, hard-of-hearing or speech-impaired caller communicate with a hearing adviser through text. The caller types; the relay assistant speaks. Your adviser speaks; the relay assistant types back.

For a small business, the main job is to make sure your number accepts these calls and your team recognises them. Most phone systems will carry Relay UK calls without any special hardware, but it is worth checking with your provider. If you use an IVR, add a short option or message: 'If you are calling through Relay UK, please stay on the line and one of our team will help.' That one line tells the caller they are in the right place.

Your staff script should include a simple opening. Something like: 'Good morning, EasyToCall support. I can see you are calling through Relay UK. How can I help?' It is clear, calm and does not make the caller explain their access needs from scratch.

A few habits make relay calls smoother:

• Speak to the caller, not to the relay assistant.
• Avoid saying 'tell them' or 'ask him'. Say 'I can help with that' and let the relay do its job.
• Allow extra pauses. Typing takes time.
• Read back important details, such as order numbers and email addresses.
• Offer a written follow-up by email or SMS so the caller has a record.

BSL video relay is not a gimmick

British Sign Language is a language in its own right. For many Deaf BSL users, a voice call is not the natural route. BSL video relay connects the caller, a BSL interpreter and your team through a video link. The interpreter voices what the caller signs and signs what your adviser says.

You do not need a huge contact centre to offer this. Smaller firms can use an on-demand video relay provider and publish the link or number on their contact page. The key is to prepare the team. When a BSL video relay call comes in, look at the caller, speak directly to them and give the interpreter time to finish. Do not ask the interpreter personal questions or treat them as the customer. Keep your language plain and avoid jargon where you can.

If video relay is not practical for every call, say so clearly and offer a booked appointment or an email alternative. What you should not do is advertise a support line as accessible when the only option is a voice call.

The script changes that help

You do not need a 40-page manual. A few script tweaks go a long way:

• Replace 'Can you hear me?' with 'How can I help today?' It works for everyone.
• Add a line to your welcome message: 'We welcome Relay UK and BSL video relay calls.'
• Ask: 'What is the best way to send you a confirmation—email or text?'
• Confirm the caller’s name and number early, then use them naturally.
• Explain any hold time. 'I need to check that. I will be about two minutes. Is that okay?'

These small phrases make the call feel less like a test and more like a conversation.

Setup changes you can make this week

You can improve accessibility without replacing your phone system. Start here:

1. Check that your main support number accepts Relay UK calls. Ask your provider if you are unsure.
2. Add an accessibility page to your website. List your phone number, Relay UK guidance, BSL video relay details, email and any opening hours.
3. Update your IVR or auto-attendant with one clear accessibility option or message.
4. Train at least two people on relay calls. Give them a simple one-page guide and a practice script.
5. Test the journey. Ask a colleague to call through Relay UK from a mobile and see what actually happens.
6. Review your voicemail. If you cannot answer, does the message offer an email address or text option?
7. Put your accessibility contact details in the footer of your website and in your email signature.

None of this is about looking virtuous. It is about removing friction. A support line that only works for hearing callers is leaving people outside the door, and those people may be customers, suppliers or staff.

The tiny details that build trust

Accessibility is often won or lost in the small moments. Give the caller time. Do not hang up during a pause. If you need to transfer, explain why and introduce the next person. Send a follow-up email with the call reference. Ask if there is anything else they need before you close the call.

The name EasyToCall is a useful test. Would a deaf caller describe your line that way? If not, pick one item from the list above and fix it this week. Then pick another. A genuinely easy-to-call support number is not a luxury. It is just good customer service.