Call center agents should follow this process when assisting someone who is hearing impaired. Here is the process we have outlined in our Knowledge Article for TransUnion reps:
In some instances, a caller might be hearing impaired and will have a 3rd party on the phone line to assist with the call. Use the information below to support further:
- The 3rd party on the phone should identify themselves as a representative of a telephone relay service.
Proceed to support the caller with the 3rd party representative on the line following all normal TURSS processes and procedures.
Phone Support: 833.458.6338
Once the information is received, a supervisor resource will review the documentation and photo identification before releasing information on the account, application, or consumer report.