COVID-19: CUSTOMER UPDATE 1
March 16, 2020
Dear Canada VRS Customers,
As the COVID-19 virus situation continues to evolve, I want to update you to let you know we are working intensely to keep Canada VRS operating.
Our top priority is the health and safety of our CAV team members, our customers, and the communities where we live, work and serve across Canada.
While we are currently operating at full capacity, changes due to this virus evolve quickly and unpredictably. As such, you may experience service disruptions.
While we are currently operating at full capacity, changes due to this virus evolve quickly and unpredictably. As such, you may experience service disruptions.
In addition, during busy times, you can help by limiting the number of calls you make and keeping your calls short. We also ask that you limit calls to 9050’s customer service team to only “essential questions”.
We also advise you to prepare to use alternative services if necessary, such as: TTYs, IP Relay and text relay services, and text 9-1-1 services.
We encourage you to keep up to date with your local government announcements and advisories and follow their guidelines and recommendations.
Stay Healthy Everyone!
Sue Decker and the SRV Canada VRS Team
COVID-19: CUSTOMER UPDATE 2
Monday, March 23, 2020
Dear Canada VRS Customers,
We hope this note finds you and your family members healthy. I am updating you on Canada VRS and am pleased to report we are still operating at full capacity.
However, we are seeing longer wait times and longer hold times, some extreme, when customers call travel companies, telehealth services, etc. Some hold times over 2 or 3 hours, even up to 8 hours!
These long hold times can mean that other callers are waiting longer or get frustrated and hang up and can’t make their important calls. This also puts added stresses on our VI’s.
In these cases, we ask you to consider seeking the information you need via websites, news casts and/or from family and friends, and follow the guidelines of the companies or agencies you are calling. For instance, some airlines are asking that you only call if your flight is within three days.
Also, effective today, we will begin implementing a Pilot Program to allow some qualified VIs to handle VRS calls remotely from their homes. We believe this is a proactive decision that will help, in the event a call centre would have to temporarily close.
Even with the Pilot, CAV is committed to privacy and service quality. However, you may notice some variation in the lighting and look of the workstation backgrounds. We ask for your patience and be assured that these aspects will improve as time goes on.
Also note, VIs working remotely will not handle 9-1-1 calls. 9-1-1 calls will be directed to a call center and will continue to be placed in priority position.
We encourage you to continue to keep up to date with your local government announcements and advisories, follow their guidelines and recommendations.
Stay Connected and Healthy Everyone!
Sue Decker and the SRV Canada VRS Team
