Relay Services

In 2005, The Paisley Group expanded its audit activities into quality measurement of Telecommunications Relay Services. As an independent auditor of these services, we measure Text-to-Voice, or “traditional” relay calls (TRS), Internet Protocol (IP), Captioned Telephone (CapTel), Video Relay Service (VRS), and Relay Conference Captioning (RCC). Measurements include Typing Speed, Typing Accuracy, Speaking Accuracy, Customer CareSM, and Session Time.

Our Relay Audit Team is made up of hearing, hearing-impaired, and deaf auditors who use scripts to measure the relay service from both sides of the call.
Audit results are used for a variety of reasons, like monitoring service level agreements, measuring one provider’s performance compared to a competitor, and internal goal achievement.

In addition to specific measurable results, PGL is also able to advise on trends that may be occurring, giving the client a chance to address issues before they become problems.mote Audits