Since the beginning of the COVID-19 health crisis, organizations have seen a greater need for remote interpreting services. For organizations who find themselves in this situation, how can you be sure that a language services company can provide quality remote interpreting services?
While more and more businesses are offering remote language services as part of their daily operations, it’s important to understand that not all providers are created equal. Why? Because ineffective communication can negatively affect your language access efforts, and ultimately, your organization’s reputation. Partnering with a quality language services company for your remote interpreting needs is crucial to your language access efforts.
While many organizations have used telephonic interpreting services for years, for some, this may be the first time that the need for remote interpretation services has heavily outweighed their need for On-Site (face-to-face) interpreters. As remote interpreting solutions, such as Video Remote Interpretation, become more necessary to communicate with limited-English proficient clients, customers, and patients, there are several questions that you can ask when looking for a language services company to ensure quality interpretation for your organization.
10 Tips to Help you Assess the Quality of a Language Services Company for Remote Interpreting:
1. What languages do they support?
The U.S. Census Bureau Reports at Least 350 Languages Spoken in U.S. Homes. While you may have frequent requests for a few languages, it is advantageous to choose a language services company that can meet your needs with remote interpreting as they change or grow. When looking for an interpreting company, ask about the languages they provide and how they can support your future needs.
Telelanguage currently offers over 300 languages to our customers.
2. Do they offer the language services you need?
Perhaps your organization needs to prioritize a particular language service, like telephonic interpreting, but as new needs arise, consider a language services company that offers a complete range of services like Telephonic, Video, On-Site, and Written Translation Services. If you have to work with multiple vendors to meet your needs, it can lead to breakdowns in communication, staff and customer frustration, and ultimately, higher costs. When you have the support you need from a language services company, you can rest assured that you are providing the best language support for your clients, patients, and customers.
Telelanguage offers complete language services to fit the needs of organizations of all sizes, including:
- Telephonic Interpretation
- Video Remote Interpreting
- On-site interpreting
- Translation Services
- Scheduling Software
3. What are their average connect times?
In our fast-paced world, businesses must be able to overcome language barriers quickly and effectively. Long wait times and capacity issues will negatively affect customer satisfaction and experience, and in emergency situations, mere seconds can save lives. You’ll want to be sure that a remote interpreting language service provider has a proven record of providing fast connect times.
Telelanguage provides the fastest connection times in the industry, allowing you to connect to a professional interpreter in an average of 7 seconds. Telelanguage’s proprietary technology allows us to provide fast connect times, with zero interruption in service during national emergencies. With our technological capabilities, we are able to utilize automated dialing features that ensure a fast connection time for all of our clients. Telelanguage has the staff and capacity in place to handle mass effect incidents in order to execute language services under any conditions.
4. When is customer support available to our staff?
Language barriers can come up unexpectedly. Accessing customer support should be easy for your staff. A language service provider should be able to provide you with the support you need when you need it. Support materials help increase overall customer satisfaction, increase efficiency, and support your staff in communicating with both interpreters and Limited-English proficient populations. Ask a language services provider what kind of customer support is available, when it is available, and whether there are additional charges for support during certain hours.
Telelanguage provides our clients with customer service 24 hours a day, 7 days a week, 365 days a year. Part of Telelanguage’s support for our clients includes free support materials, which can be ordered on our website. We also offer free cultural awareness training to aid staff in communicating effectively with people of different cultures and languages. These resources help increase overall customer satisfaction and encourage staff adoption.
5. What are the qualifications of their linguists?
The quality of interpreters and translators is crucial to your business. You need to be able to trust that interpreters will perform high-quality interpretations, every time. An experienced language services company will also be able to provide a superior-trained workforce of interpreters and translators, regardless of the language needed.
With 6,000 U.S.-based certified interpreters, Telelanguage offers a skills-based call routing (SBR) strategy. This approach allows you to connect with the most suitable interpreter for your specific needs, rather than just being routed to any available interpreter, based on skillset, specialty, experience, and certifications. For the translation of vital documents, all Telelanguage translators have at least 2 years of experience in Written Translation and are subject-matter experts. We assign translation projects to specific translators based on their experience in the subject matter.
6. Are they leading in interpretation technology?
A language services company should have experience behind them in order to properly serve the language needs of organizations. You want to a language services partner with robust technology that can support any interpretation situation. Because the language services industry is changing rapidly, less innovative providers of interpreter services may not be able to reliably support the growing needs of businesses.
Leading the way in cutting-edge interpretation technology, Telelanguage has been developing a proprietary technological platform for over two decades for telephonic interpretation services. This technology creates the foundation for connecting interpreters, monitoring quality, tracking data and finding more efficient ways to cut costs to our clients. Our competitors use Telelanguage technology. During national emergencies, regional power outages, and mass internet outages, Telelanguage steps in to route traffic so that our customers – and even the customers of our competitors can receive uninterrupted high-quality service.
In addition to telephonic interpretation technology, our robust VRI platform guarantees a 99.999% uptime service level for video remote interpreting.
7. Are their billing practices transparent?
You need to know that a language services company can provide support when it counts. Will you be able to access on-demand language support 24/7, 365 days a year? While some providers do offer 24/7 services, they may charge a higher rate if on-demand services are used outside of regular business hours.
Telelanguage knows that language barriers can come up when you least expect it, and they need to be resolved quickly. Our network of professional interpreters can be accessed at any time! To meet the demands of clients nationwide, we provide support with a 24/7 one-point-of-contact account management system. Our clients can connect to certified interpreters 24 hours a day, 7 days a week, 365 days a year. A low per-minute rate includes paper and/or electronic invoicing, one-second increment billing, and free third-party dialing, and there are never any hidden fees.
8. How do they deal with the confidentiality and security of information?
Compliance, confidentiality, and security of information are mission-critical in language access services.
A language services company must be able to comply with government laws and regulations that meet industry standards.
Telelanguage adheres to the most secure data and confidentiality standards in the industry. Telelanguage interpreters are professionals who are bound not only by a professional code of ethics but also by written company policies and procedures that prohibit them from divulging any information about an interpretation. All documents and notes used for an interpretation are promptly destroyed at the end of the interpretation, and all of our data is stored in a Tier III professional-grade data center.
Telelanguage provides 100% HIPAA compliant services to meet the requirements of government regulations and standards, including:
- Affordable Care Act, Section 1557 (ACA)
- Health Insurance Portability and Accountability Act (HIPAA)
- Title VI of the Civil Rights Act of 1964 (Title VI)
- Americans with Disabilities Act (ADA)
- Centers for Medicare & Medicaid Services (CMS)
- Fraud, Waste and Abuse (FWA)
- Protected Health Information (PHI)
- The Joint Commission
9. How do they ensure quality services?
A language services company should have processes that ensure the quality of language services over time. You need a provider with a proven track record of providing high-quality services, and that has a quality assurance guarantee.
Quality Assurance is key at Telelanguage. Our internal control processes and Quality Assurance commitment is highly successful and fully operational. Our goals are 100% on-time connection record, and 100% customer satisfaction. Telelanguage strives to provide a quality interpretation experience for each and every interaction.
Our quality program processes and other internal control procedures address each segment of an interpretation request, including:
- Answer Time and Critical Data Collection,
- Call Center Customer Service & Connection Times,
- Interpreter Greeting and Performance,
- Interpreter Code of Ethics, Cultural Sensitivity in Meeting Customer Mission Critical Needs; and Professional Call Closeout
- Conflict Resolution, and
- Billing and Reporting.
10. Is the set-up process convenient?
For many organizations, the need to prioritize remote interpreting services is immediate. Will your organization’s response be hindered by hardware requirements or long set-up times? You want the set-up process to be easy and seamless for your organization.
As part of our COVID-19 language support, Telelanguage offers No Contract Language Services for all new accounts. Account set-up can be done remotely and completed in minutes. You can begin offering your communities over-the-phone, or video interpretation and translation services the same day you call – with the equipment you likely already own.
In order to further support our clients, Telelanguage can also provide free customized electronic, and printed, reference material for you to distribute to your families, communities, patients, and staff. Unlimited staff training can be conducted via webinar or conference call to ensure efficient use of services.
How Telelanguage Can Help
Over 20% of United States residents speak a language other than English at home. Telelanguage empowers organizations nationwide to communicate in 3o0+ languages, offering the fastest connect times to over 6,000 U.S. based professional interpreters.
Video Remote Interpretation Services
Video Remote Interpretation (VRI) is the fastest-growing foreign language service in the country. An on-demand interpretation solution, VRI bridges the gap between telephonic interpreting and on-site interpreting. 6 key benefits of Video Remote Interpreting include:
- Gain visual support with enhanced accuracy
- On-demand interpreting solution for both spoken languages and American Sign Language
- An interpreter can easily be added into any video conferencing platform
- No special hardware required. Access from any computer, laptop, smartphone, or tablet (Apple/Android Devices Compatible)
- Maintains a face-to-face (personal) connection
Telelanguage’s robust Video Remote Interpretation platform connects your Limited English Speakers to certified, U.S.-based interpreters through one simple application.
- Customized Rate Plans
- No Contract Language Services (COVID-19 Language Support)
- A Cost-Effective Interpretation Solution
- Easy Assembly From Any Office or Field Site
- Staff Training and Dedicated Customer Support
- HIPAA, HITECH and ADA Compliant Services
- Available 24/7, 365 Days a Year
- No Extra Equipment Needed (Smartphones, Tablets, PC and Laptop accessible)
- Fully Encrypted Connections
- Crystal Clear Sound and Video Quality
- 99.999% Uptime Service Level Guarantee
Learn More about the benefits of Video Remote Interpreting. DOWNLOAD the free whitepaper!
Over-the-Phone Interpretation Services
Over-the-Phone Interpreting offers a fast response when urgent or unexpected language barriers come up. In today’s fast-paced world, the work of telephonic interpreters is increasingly important. Over-the-phone (or telephonic) interpretation services offer a fast response that makes it possible to communicate in hundreds of languages.
When you need language support, you don’t have minutes to wait on hold. Telelanguage connects organizations to certified, U.S. based interpreters faster than any other vendor. Our proprietary technology also ensures that there are no service outages in the event of a national or state-level emergency.
Why Organizations are Switching to Telelanguage:
Healthcare Organizations: Medically trained interpreters, HIPAA compliant services, lower cost.
State and Federal Agencies: Confidentiality compliance, greater flexibility, responsive support.
Insurance and Legal Services: Strict confidentiality compliance, interpreters trained in specific terminology.
Public Utility, Police and 911: Quick interpreter connect to all languages, flexible rate plans, and volume discounts.
Call Centers and Help Desks: Lower cost, advanced features, improved services delivery, and skill-based interpreter connect features.
Learn More about the importance of offering language services as an organization. DOWNLOAD the free whitepaper!
Translation services require not only target language/English proficiency, but also a high level of detail and comprehension to topic-specific terminology.
At Telelanguage, our translators are subject-matter experts who have been through specialized training to meet the unique set of skills, knowledge, and experience to ensure proficiency in medical, education, and social services content, formatting, etc. Telelanguage only uses translators that have native fluency in both the Target Language and English, and have at least 2 years experience in written translation.
Empowering Organizations to Communicate in over 300 Languages
1 in 6 U.S. organizations is currently losing business due to a lack of language skills and cultural awareness in their workforce. As our country becomes more linguistically and culturally diverse, organizations must be able to meet the language needs of multicultural customers, clients, and patients.
Ready for a more reliable language service company for your remote interpreting needs? Telelanguage can help!
Telelanguage provides professional interpretation and translation services to organizations nationwide – across all industries. A trusted name in language services since 1991, Telelanguage empowers organizations to connect with multicultural customers in over 300 languages. With over 99% of our current clients happy to recommend us, you’ll see why we’ve continued to grow. In order to prove ourselves, we offer free trial minutes with no obligation or contract to sign.
Try Telelanguage Language Services Free of Charge! Click here to see if you qualify.
6,000+ interpreters ready to speak in over 300 languages!
Call us today at Call 1-888-983-5352
Language interpretation available over-the-phone, on-site, and via video remote!