Juliet England: Introducing Relay UK, the ‘new’ hearing loss app from BT

Having to speak to someone whose voice you don’t know can be incredibly daunting for anyone whose hearing is less than perfect, because of course there are no visual clues from lipreading or facial expressions.

And while many of us may prefer to use texting, email, live chat, indeed anything, anything, rather than a voice-based phone call, sometimes it can still be the best way to complete a task.

By now there should be a word for the particular frustration we cloth-ears face when trying to complete even a simple transaction by phone, but I haven’t thought of it yet. I only know I’ve experienced more than my share of despair at not being able to communicate effectively in this way, even for something as simple as cancelling a gym class. I have full-blown, committed phone phobia.

And it’s hardly surprising that new research has found that up to 70% of the deaf community, or approaching 8.5 million people, have to ask for help with basic phone calls from friends and family.

That’s according to a poll commissioned by BT with the UK Council on Deafness. It also reveals that the telephone remains a key communication tool for more than three-quarters (80%) of those with a hearing loss, nearly half (46%) of whom still make business phone calls at least once a week.

But when it comes to booking an appointment (90%), paying bills (53%) or buying products or services (again 53%), the experience is often poor, particularly for health and social care, where, the study found, help by phone is not accessible for 25% of deaf people.

Interestingly, the study also found that the biggest barrier to a good phone call is frontline staff. More than three-quarters (78%) report that staff are not experienced or trained in dealing calls with customers who can’t hear. Meanwhile, the use of inaudible automated transfer services frustrated 67% of respondents, plus a lack of available technology to help handle calls was also underlined.

Now BT has relaunched its app that’s designed to help, rebranded as Relay UK. It gives more choices for making a call without using a physical textphone. Instead, you can make a call over a computer, or mobile device when out and about.

Some reports suggest it’s particularly aimed at health and social care situations, but of course it works for other things as well.

Other than standard phone charges, it’s free of charge. If BT isn’t your phone provider, you can download it from the App Store if you have an iPad or iPhone, or Google Play for Android devices v6 upwards. (There’s isn’t currently a version for Mac or Windows, but this is reportedly in the pipeline for 2020.)

Of course, the Ofcom-regulated Next Generation Text Service (NGT) has been around for a few years now, since 2014, converting speech to text and vice versa, to allow for a conversation in real time. The middle man or woman is a specially trained assistant at one of BT’s contact centres across the country, and the service is run on behalf of all the UK’s mobile phone or landline providers.

The new version does seem to make life a bit easier. You no longer need to add the Relay UK extra digits before you make a call, saving a bit of time. A few other features have been thrown in, too. For example, you can save conversations as well as the phrases you use most often when speaking to a business, such as date of birth or your address.

There are three options for using the ‘new’ app: Type and Read, Speak and Read or Type and Hear, and the service is offered only in English.

According to Katherine Ainley, managing director at BT Ventures, “The way we use tech to connect with each other has of course changed rapidly in recent decades, and this service transforms the calling experience for the estimated 12 million deaf people across the UK.

“We know from conversations with the community that bad telephone experiences are putting people off from using the phone to contact businesses, which can make certain services inaccessible.

“We’re urging businesses to alert frontline staff to the service and download our Relay UK Business Toolkit, which includes educational content about the service – and what to expect when taking a call from one of our relay assistants. We hope businesses will be able to provide deaf customers with a seamless call experience.”

Jesal Vishnuram, Technology Manager at Action on Hearing Loss, commented: “This service can be pivotal in keeping people in employment, access healthcare including emergency services and other services as well as help keep them in touch with friends and family.”

It would be interesting to hear from anyone who’s already used Relay UK about how they found it. Let us know below!