Faced with providing essential services from a distance, many organizations are embracing professional interpretation and translation.
On-demand interpreting is a new concept to many. With just one touch, you can get a professional interpreter in audio or video in more than 240 languages. This service is available on-demand, and you can do it without having to schedule in advance.
The speed with which you can connect to these interpreters varies among language services providers (LSPs). It’s an important issue because many times you may try to connect at a time when seconds count – sometimes it may be a life-threatening matter. Also, if you make a lot of calls, the seconds you save will add up and result in a lower bill at the end of the month. Most importantly, a faster connect time results in a better experience for you and the limited English speaker, improving overall satisfaction and engagement.
Questions to Ask Every LSP
Here are several key questions you should ask of every provider:
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How many seconds does it take to connect to a phone and video interpreter? Can you describe how you measure the process?
When evaluating speed to an interpreter, it’s important to understand how the measurement is being taken. LSPs use various interpreter connect processes. Some go directly to an interpreter; some use a call agent to gather data before connecting to an interpreter; some use an interactive voice response (IVR) to gather that data; and many use a combination of each of these methods.
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What are your annual average call volumes for audio and for video? How many interpreters do you employ?
The ability to consistently handle large call volumes demonstrates a capable infrastructure that can adjust to surges in volume. Additionally, an increase in call volumes can negatively affect the speed in which to answer if the LSP is not properly staffed. The combination of call volumes and speed-to-answer is a reliable indication of outstanding performance over time.
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For video interpretation, what is your video interpreter fill rate? In other words, how many requests are filled by video interpreters, versus an audio default interpreter?
Most video interpreting platforms can default to audio if the video interpreter wait time is excessive or no video interpreter is available at all. It is important to understand how often the video interpretation request is filled with a video rather than an audio interpreter to ensure you will be able to receive the service you desire.
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Are you scalable? To what extent can you meet increased demands?
LSPs that can scale to demand immediately will be able to support any number of calls at the same time. Make sure that the LSP has the capacity to handle thousands of calls simultaneously at any given time.
About LanguageLine®
LanguageLine has been the world leader in innovative language-access solutions since 1982. The company sets the global standard for phone, video, and onsite interpreting, as well as translation of the written word. LanguageLine is trusted by more than 30,000 clients to enable communication with the limited English proficient, Deaf, and Hard of Hearing communities. LanguageLine provides the industry’s fastest and most dependable access to more than 35,000 professional linguists in 290-plus languages — 24 hours a day, seven days a week, 365 days a year. Please do not hesitate to contact us!
