Canada VRS: Customer Update


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

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