HSBC and First Direct launch a British Sign Language video relay service in the UK to cater to the deaf community
HSBC and First Direct will launch a British Sign Language (BSL) video relay service tomorrow to allow deaf users to communicate with the banks through their telephone banking service.
An HSBC commissioned survey of over a thousand hearing impaired adults across the UK revealed that 29 per cent of deaf and hard of hearing adults are put off from using service providers, like banks, building societies and utility companies, due to a lack of access. Telephone banking in particular posed a challenge.
HSBC’s UK head of customer contact, Joe Gordon said: “Financial inclusion is extremely important to us and we believe everyone should have the tools they need to help them take control of their finances. This roll-out of the BSL video relay service will make it much easier for deaf BSL users to contact us directly, manage their money and communicate with us.”
According to First Direct’s CEO, Tracy Garrad, the bank is heavily investing in digital innovation, adding BSL video relay to its umbrella of digital channels.
Despite the traditional lack of access to telephone services faced by the deaf community, almost a quarter of those surveyed (23 per cent) believe that progress is being made by companies to improve accessibility for the deaf and hard of hearing communities.
Paul Breckell, chief executive at Action on Hearing Loss said: “It is great to see that the banking industry is giving attention to inclusion and accessibility among its customers with hearing loss, which affects 11 million people in the UK. Accessibility influences customers’ purchasing decisions and if a customer feels they are not able to get the experience they want and need, they are likely to vote with their feet. The launch of this video relay service is a step in the right direction for HSBC.”
