What separates a top language service provider from other interpreting solutions?
Providing meaningful language access for non-English speakers should be a priority for organizations. The Limited English-proficient population has grown to over 25.1 million in the United States (8.5%), and more than 65 million U.S. residents now speak a language other than English at home.
While more and more businesses are offering language services, it’s important to understand that not all providers of language services are created equal. Why? Because breakdowns in communication can negatively affect your language access efforts, and ultimately, your organization’s reputation. Partnering with a top language service provider can make all the difference in your language access program, but how can you assess the quality of an interpretation company?
Here are nine tips to help you find a top language service provider to move your company into the future.
9 Tips for Choosing a Top Language Services Provider (Video)
1. Complete Language Services
While your organization may only need a specific language service, like over-the-phone interpreting, it’s important to choose a language service provider that can cover all of your language needs, giving you the opportunity to grow your language access program as your needs change.
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
2. Calibre of Interpreters and Translators
Quality of interpreters in crucial to your business. You need to be able to trust that interpreters will perform high-quality interpretations, every time. An experienced LSP will also be able to provide a superior-trained workforce of interpreters and translators, regardless of the language needed.
With 5,000 U.S.-based professional 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 translation of vital documents, all Telelanguage translators have at least 2 years experience in Written Translation and are subject-matter experts. We assign translation projects to specific translators based on their experience in the subject matter.
3. Interpretation Technology
A language services company should have experience behind them in order to properly serve the language needs of organizations. A top language service provider will have robust technology to support any situation. Because the language services industry is changing rapidly, less innovative (more traditional) providers of interpreter services may not be able to keep up with 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 video remote interpreting platform guarantees a 99.999% uptime service level for VRI interpreting.
4. Availability of Services and Billing Transparency
Is your language service provider truly able to offer customer support when it counts? Language barriers don’t only come up only during business hours. You will want to 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 and efficiently. Our interpreters can be accessed at any time! In order to meet the demands of clients all over the world, we provide support with a 24/7 one-point-of-contact account management system. Our clients can connect to professional interpreters and get the customer service support they need 24 hours a day, 7 days a week, 365 days a year. One low per-minute rate includes paper and/or electronic invoicing, one-second increment billing, and free third-party dialing with NO HIDDEN FEES of any kind.
5. Languages Provided
The U.S. Census Bureau Reports at Least 350 Languages Spoken in U.S. Homes. While you might have frequent requests in a few languages, you want to choose a top language service provider who will be able to meet your needs as they grow, and change.
When looking for an interpreting company, ask about the languages they provide, and be sure to factor in future needs, keeping in mind that immigration will account for 88% of U.S. population growth through 2065. Telelanguage currently offers over 300 languages to our customers.
6. Confidentiality and Compliance
Compliance, confidentiality, and security of information are critical to language services.
Compliance: Your LSP must be able to comply with government laws and regulations, as well as meet industry standards.
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
Security and Confidentiality: Telelanguage adheres to the most secure data and confidentiality standards in the industry. Telelanguage interpreters abide by a strict Code of Ethics and Confidentiality. They 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.
7. Quality Assurance
Quality assurance processes ensure that a company maintains high-quality language services over time. A top language service provider has a proven track record of providing a high level of service and has a quality assurance guarantee.
Telelanguage takes Quality Assurance very seriously. Our internal control processes and Quality Assurance commitment is highly successful and fully operational. Our goal is 100% on-time connection record, and 100% customer satisfaction. Telelanguage expects our clients to have 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.
8. Fast Connect Times
Businesses must be able to overcome language barriers quickly. You need a dedicated language services partner that moves quickly, too. Time should not be wasted waiting to connect with an interpreter. Long wait times will negatively affect customer satisfaction and experience, and in emergency situations, mere seconds can be life or death. Partner with a top language service provider with a proven record of providing fast connect times (seconds).
Telelanguage doesn’t leave our customers on hold. 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 the fastest connect times in the industry 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.
9. Staff Support
Language support should be easy to access and easy for your staff to use. A top language service provider will have the resources and tools available to aid your staff in effectively communicating with limited-English proficient populations, and professional interpreters.
In addition to 24/7 customer service, part of Telelanguage’s support for our clients includes ensuring efficiency through support materials, which can be ordered on our website. All support materials are available for free to our clients, and we also offer free cultural awareness training to aid staff in communicating effectively with different cultures and languages. These resources help increase overall customer satisfaction and encourage staff adoption while increasing efficiency.
Empowering Organizations to Communicate in 300 Languages
Telelanguage provides professional interpretation and translation services to organizations nationwide – across all industries. A trusted name in language services since 1991, Telelanguage has been recognized as a top language service provider in North America, empowering organizations to connect with multicultural customers in over 300 languages.
Looking to provide high-quality, cost-effective language services for your customers? 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.
Ready for a more reliable language service provider? Telelanguage can help! Request a Free Demo. We look forward to providing you with the highest quality language services that we have been providing our customers for over 28 years.
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