Offering business language services is crucial to removing language barriers for your Limited-English Proficient (LEP) customers. For businesses to succeed in improving customer satisfaction and retention rates, they must be ready and able to literally “speak the language of their customers,” regardless of what language they speak.
Serving Multilingual Customers:
- Over 25.1 million United States residents are limited in their use of the English language. (8% of the total population)
- 1 in 5 United States residents speaks a language other than English at home.
- More than 350 languages are spoken today in U.S. home.
- 80% of people prefer to buy when information is provided in their native language.
What does this mean for your business? If you aren’t offering excellent customer service in the languages of your customers, your business could be losing out. 1 in 6 U.S. organizations is losing business due to a lack of language skills and cultural awareness in their workforce. If it’s time to improve your multilingual customer support, here are 8 things to look for in a dedicated language services partner…
8 Things You Need from a Business Language Services Provider
Offering business language services to multilingual consumers is easier than ever before, but the quality of services is key. 51% of people would not use a company again after a negative customer service experience.
1. Certified Interpreters
When choosing a business language services company, the quality of interpreters is imperative. A qualified interpreter will adhere to interpreter code of ethics. A dedicated language services partner should use interpreters who specialize in interpreting for business and are well-versed in specific terminology.
Telelanguage interpreters are tested and trained in many different fields of expertise. We are proud to provide superior-trained and certified interpreters who are qualified to interpret in fields such as business, healthcare, insurance, finance, legal and many others. We require our interpreters to participate in several training and mentoring programs before they begin their careers with Telelanguage. Nationally accepted codes of ethics and standards of practice are routinely reviewed throughout the interpreter’s training to ensure we are providing the most professional services possible.
2. Complete Language Services to Fit Your Needs
Whether your customers primarily need over-the-phone interpreting or on-site interpretation, getting the support you need for ANY situation is key to choosing a business language services partner. Accessing language support should be simple. Consider a language services company with on-demand over-the-phone interpreting, video remote interpreting (VRI), on-site interpreting, and written translation services.
3. Fast Connect Times
Global business moves quickly. You want a dedicated language services partner that moves quickly too. Time should not be wasted waiting to connect with an interpreter. From customer satisfaction to connecting with new customers, seconds matters. Partner with a business language services company with fast (seconds) connect times.
Telelanguage provides the fastest connection times in the industry, allowing you connect to a certified interpreter in seconds.
4. Get to the Right Interpreter, Every Time.
When working with over-the-phone interpreters, your business language services partner should offer 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.
Telelanguage provides our clients with filter-based qualification interpreter connect to get you to the most qualified certified interpreter for your situation.
5. Interpretation Technology
How does technology factor into language services? Leading-edge interpretation technology helps businesses to connect to clients and customers quickly, securely, and accurately. Language services is a fast-moving industry and your LSP’s technology has to be able to move as quickly to serve the language needs of your customers–in any situation.
Telelanguage’s technology is proprietary and owned by Telelanguage. 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.
6. 24/7/365 Language Support
Customer support is the backbone of any business. U.S. companies lose more than $62 billion per year due to poor customer service. Your language interpreting solution should be available at all times (24/7, 365 days a year) so you always have access to dedicated customer support and certified interpreters.
At Telelanguage, we provide support with a 24/7 one-point-of-contact account management system. Our clients can connect to certified interpreters and get the customer service support they need 24 hours a day, 7 days a week, 365 days a year.
7. Ease of Setup (or Transition)
If you’re considering switching language services providers, be sure that your LSP can handle your transition effortlessly and provide the necessary materials to comply with regulations and best practices to better serve your clients. A language services partner should provide service access and equipment training to help your staff with the transition process.
Telelanguage offers fast and seamless transitions for our clients, including training and compliance materials. Telelanguage also offers free cultural awareness training to help our clients work effectively with Limited English Proficient (LEP) customers. Training and support help create a positive environment where linguistically and culturally diverse populations interact. Telelanguage also offers free trial services where clients can test our services for free without any obligation or contract to sign. Try Our Services at No Charge.
8. Billing Transparency
If it’s time to look for a language services partner (or time to switch), be clear of the billing procedures, any minimums, and a guarantee of rates. While customer support, technology, and accuracy are paramount for providing language services, you also need to know exactly what your business language services costs are – without hidden charges.
At Telelanguage, optimizing interpretation costs for our customers is important to us. We offer cost-effective interpretation services at a low per-minute rate so our clients can ramp up or lower services based on needs in real time. All ancillary account services with Telelanguage are free, which means no account setup fees, no monthly fees, access to additional access codes and/or toll-free numbers, free monthly reports, secure real-time online reporting, custom printed access material, on-site staff training, and that rates will ever increase.
Interpretation Solutions for Business
Do you know which method of interpretation is best suited for a situation? Does your business require on-site interpreter services, or would you benefit from remote interpreting services?
In order to better understand what you need from your language services plan, we’ll be speaking about the three types of interpretation, the benefits of each, and common situations for using a particular method.
Business Language Services: On-Site Interpreting
On-Site Interpretation is the process of having a face-to-face meeting, where the interpreter is present at your facility and allows for the highest level of accuracy. It is best used in situations where extra contact with the interpreter is needed, meetings are planned in advance and may have multiple speakers, or where the LEP client is more comfortable with a face-to-face interpretation.
Here are some common situations to help you know when it may be appropriate to use on-site interpreters:
- Complex, time-consuming issues
- Lengthy appointments or interviews planned in advance
- Multiple appointments scheduled close to each other
- Where the Limited English Speaker prefers to have the Interpreter on-site
- Where the Limited English Speaker feels uncomfortable using the telephone
- Where hand and body gestures are essential to get a message across
A few things to keep in mind about on-site interpretations: Scheduling appointments in advance will allow for the best possible outcomes, as it may take time to get an interpreter to your facility. There may be minimum hours charged, and changes in your schedule changes may present difficulties.
In short, when the situation or meeting is high-demand or high-touch and planned in advance, using an on-site interpreter is of the highest value.
Business Language Services: Telephonic Interpreting
In today’s fast-paced world, over-the-phone interpretation is increasingly important. According to research on global communication preferences, calling is the preferred method of communication for 58% of consumers.
The need for telephone interpretation starts when you need to communicate with a limited-English proficient individual but are not able to due to a language barrier. In this instance, connecting to a certified interpreter in order to communicate quickly and effectively becomes necessary. Over-the-Phone Interpretation is an on-demand, remote interpreting services that offers a fast response when urgent or unexpected language barriers come up.
Available at a low per-minute rate, Telephonic Interpreting allows you to connect to an interpreter in seconds, regardless of the language needed. Telelanguage’s proprietary technology ensures that there are no outages during national emergencies and allows you to connect to
certified interpreters best qualified for your situation, in over 300 languages.
Here are a few ways Telephonic Interpretation helps your business or organization:
- Enhance customer satisfaction
- Reduces miscommunication errors
- Most cost-effective interpretation solution
- Improves efficiency
- Increases productivity and staff adoption
Phone interpreting offers the most cost-effective interpreting solution and is perfect for the most spoken language interpreting situations that do not require non-verbal cues or visual contact with the interpreter.
Want a better understanding of the telephonic interpretation process? Download the Free White Paper.
Business Language Services: Video Remote Interpreting
Video Remote Interpreting, or VRI, is a video telecommunication service that uses devices such as web cameras or videophones to provide sign language or spoken language interpreting services. VRI can be an excellent remote interpreting method because, like telephonic interpreting, it is an on-demand service that can be accessed quickly. Video Interpreting also allows for the highest level of accuracy (second to only to on-site interpretation) due to the extra visual support of the interpreter and being able to pick up non-verbal communication.
While telephonic interpreting is an appropriate means for many spoken language meetings, VRI allows you a remote method of communication with Deaf and Hard-of-Hearing populations.
Video Remote Interpreting Services make it possible to:
- Add visual support with enhanced accuracy
- See facial expressions of the interpreter and know they understood what was said
- Confirm the meaning of non-verbal communication
- Help the conversation for you, your interpreter, and non-English speaking and Deaf and Hard-of-Hearing clients
Telelanguage’s VRI services may be an excellent way to improve language services while reducing interpretation budget because there are no hourly minimums (on-site interpreting typically requires minimum charges and possibly mileage/travel) or extra expenses.
Conventional on-site interpreting typically requires minimum charges and possibly mileage and travel charges.
Learn More about the benefits of Video Remote Interpreting services here.
While each situation is different and may call for a different method of interpretation, providing the highest quality business language services allows organizations to serve more of their potential customers, and achieve higher satisfaction ratings from your current customers. As a leading provider of language services since 1991, Telelanguage helps our clients meet the language needs of any situation, offering on-site and remote interpreting services, as well as translation services. We work with our clients to maximize efficiency and reduce interpretation costs while improving the quality of your language services.
Telelanguage empowers organizations to communicate in over 300 languages. No matter the size of your business, Telelanguage has your language needs covered. Request a free quote or contact us for more information. We’re here to help you provide the highest quality language services for your clients and customers.
5,000+ interpreters ready to speak in over 300 languages!
Call Telelanguage today at 1-888-983-5352
Quality and expert interpretations are available on-site, telephonically, or via video remote!