HSBC and Prudential launch sign language services

HSBC is providing instant access to a BSL interpreter in its branches via Video Remote Interpretation, which will be available to both personal and business customers in branches and commercial centres.

An example of where the BSL Video Relay Service has been used includes a customer who had their card blocked for fraud reasons whilst travelling abroad.

Prudential has also selected SignVideo and says the partnership makes it the first retirement product provider in the UK to introduce a web-based video relay service for BSL customers.

Through a link on the Prudential website, BSL customers can place a free and secure video call to a BSL Interpreter at SignVideo who then makes a voice call to Prudential. The BSL Interpreter relays the conversation in real time between the deaf BSL user and the hearing Prudential call handler, enabling more effective communication and natural flow to the conversation.

Stuart Haire, HSBC’s Head of Retail, said: “We are committed to ensuring that our products and services are accessible to all, and giving deaf and hard of hearing customers instant access to an interpreter will make it much easier for them to carry out their banking in our branches and commercial centres.

“New technology is changing the way we live and the way we bank, and we are embracing the opportunities to deliver increasingly simple and smart solutions to make banking easier. As well as bringing cutting edge voice biometric technology to our 15 million customers, digital innovations like BSL Video Remote Interpretation, enable greater financial inclusion.”

Annie Hughes, director of service development at Prudential, said: “This is a fantastic service and one that we are proud to pioneer in our industry. There are approximately 150,000 people in the UK who use British Sign Language and it’s important that all of our customers receive an equal service from us. I am delighted that we are the first retirement product provider in the UK to offer the SignVideo service for our customers who use BSL.”

Jeff McWhinney, chairman and founder of SignVideo, added: "We are delighted to see insurance companies like Prudential starting to think about how they can provide equal access to their contact centres for the UK BSL community. Prudential is setting the standard for the insurance industry and I am sure that its deaf BSL using customers will be very happy that they can now call them easily and without barriers.

Paul Breckell, CEO at Action on Hearing Loss, commented: “Becoming accessible through the use of a Video Relay Service makes a huge difference to customers who use British Sign Language. Accessibility is key for those with different communication needs, and we welcome efforts to embrace and embed processes that allow profoundly deaf customers who use BSL to fully engage with a business or service.”