In Chile there are more than 213 thousand adults with hearing disabilities, who face day by day the challenges of communicating with multiple companies and institutions. For some years organizations from the public and private world have been looking for solutions to promote their inclusion in all sectors and as a result of the growing digitalization, they are already seeing fruits in different areas.
There are several telecommunications companies that have incorporated the attention in sign language of their customers. Now Claro Chile opted for technology to improve its service channels and implemented a video call system for people with hearing disabilities. The company already had executives trained in sign language in its different branches and today it moved it to the digital world through its virtual branch, from where they guide people on mobile phone and home services.
The Minister of Social Development and Family, Jeanette Vega, highlighted the initiative and “the role of public and private companies, which is fundamental to advance in inclusion. Therefore, we take the opportunity to invite all companies to move forward together to make a truly inclusive Chile. They are gestures and actions that are of great importance to communities.”
“We created this new channel of care to contribute to the digital inclusion of the deaf community in Chile. We already have 120 executives trained in sign language throughout the country and now we open the attention by video call, which we hope can improve their experience and respond to their needs through empathetic and effective communication, “explains Gioconda Jara, director of Customer Service of the company.
Alexis Estibill, a member of the Association of the Deaf of Chile (Asoch) and one of the first people to test the system, stressed that the service. “I like that they give importance to all of us being able to make ourselves understood, since for a long time we have felt very isolated in customer service or in public service. This step is super important by having accessibility in sign language in a virtual way,” he said.
For Patricia Caamaño, facilitator of the company, this initiative is “an opportunity to connect effectively with people who require our service. Being able to serve deaf people in sign language through video calls allows us to do our job much better,” he says.
To access the video call service in sign language it is only necessary to have an internet connection and enable the camera of the device being used.
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