What Coloravalanche said is true and even that lady say is true.
10 percent pretty much sounds right because we are primary using ip-relay with us while VRS is less percent. It just strange and realize that Deaf user don't have that "money" due Cable costs or Wireless costs more than anything due pay up front for 600 dollars or more and then stuck with 2 years contract. However -- I am hope there a solution for internet all cross the place where-ever we go.
Beside; its not only main reason is VRS and it mean include IP-Relay or AIM that you using them as tty to call Relay.
Cut the salary? I don't think they earn by salary. I think they earn by hours. I will find someone who work for VRS and curious.. but hope person can answer 
Keep up and filling that to FCC and my suggest to look for 911 in your local that handle with money spending on 911 system. Enourge them to prevent to FCC due VRS can be one day become 911-VRS.