Frequently Asked Questions
Questions? Call: 888.983.5352
Does my organization have to sign a long-term contract with Telelanguage?
No. Telephonic interpretation services are billed month-to-month and you are only billed for the time you’ve utilized an interpreter. However, contracts that are agreed upon for a specific amount of time carry the benefit of a guaranteed rate for the duration of the contract.
Can Telelanguage provide me with materials or equipment to assist with interpretation?
Certainly. Telelanguage is happy to provide you with many different types of educational and reference materials to make your interpretation experience as easy and simple as possible. A detailed list of helpful equipment and materials is available in our “Tools and Resources” page.
Is there a minimum charge for the service?
No. With Telelanguage, you are only billed for the minutes of interpretation you utilize.
How many languages do you offer?
Telelanguage currently offers over 200 languages to our customer. Our languages page provides more detailed information about the individual languages we provide. If there is a language you are looking for and don’t see it on our list, please enquire via our “call back” feature and a representative will contact you shortly.
Can I access an interpreter from anywhere in the world?
Yes. Telelanguage’s services can be utilized 365/24/7. We have a network of dedicated interpreters all over the world to assist you at any given time.
Is Telelanguage willing to come to our location to present the services?
Certainly. In order to assist our clients in understanding our services and capabilities account representatives frequently meet with potential users face to face. To submit more information about your organization, or to request a presentation from an account representative, click on our ‘Register for services on-line” feature from any page of this site and choose “Telephonic Interpreting”. Once your information is submitted an account representative will contact you shortly.
What are the average interpreter connect times?
Our average connect times range from 15-25 seconds. With our technological capabilities, we are able to utilize automated dialing features that ensure a fast connection time for all of our clients. Our call center agents are trained to ask our clients for the language they are needing prior to collecting further data in order to allow our automated system to locate a specified language more quickly.
What kind of training do you offer your interpreters?
Our interpreters are tested and trained in many different fields of expertise. We are proud to provide interpreters who are qualified to interpret in fields such as 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.
Can we access our call reports and statistics online?
Call statistics and invoices are available online in order to offer you a simple, paperless solution to your account administrators.
How do you handle confidential information?
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.
Can I access an interpreter at any time?
Yes. In order to meet the demands of clients all over the world, our services are available to all of our customers 24/7/365.
Is there an automated interpreter connect feature?
Yes. Tele Auto allows you to connect via a customized voice recognition service directly to an interpreter. It’s a simple as dialing your dedicated toll-free number, providing the language you need and additional information you have asked us to collect for your records.
Can your interpreters place a third party call?
Yes. Our agent will walk you through the process of reaching the necessary parties. After you’ve provided us with the appropriate information we will connect you to an interpreter and dial the third party for you in order to ensure the third party is able to speak their native language to your caller immediately.
How do I become a Global Telelanguage Partner?
Becoming a Global Telelanguage Partner is extremely easy. Our representatives are available 24/7 to assist you in providing your customers with access to over 220 languages on-demand.
Is there a minimum fee to access the Global Telelanguage Partner services?
Absolutely not. Your organization is only charged for the interpretation services that you use.
What languages do you provide your partners?
Telelanguage is proud to provide over 220 languages to our Global Telelanguage Partners. For a detailed list of languages we currently provide, check out our List of Supported Languages.
How do your interpreters introduce themselves to my organization’s clients?
In order to eliminate confusion, our interpreters simply introduce themselves by providing your client with their ID number and the languages they interpret. At the end of the call the interpreter will thank the client for using “our services”.
Does Telelanguage provide SLAs (service level agreements) to its potential partners?
Absolutely. Our Service Level Agreements will guarantee that your organization is provided with the highest quality interpretation services in the industry.
Is there an automated connection option available?
Absolutely. Telelanguage is proud to provide industry-leading voice recognition and data collection tools to your customers. Optional customized introductions allow you to provide your customers with a level of service that guarantees prompt data collection and interpreter connection.
Can we custom brand our interactive voice recognition options?
Yes. Our customer defined Interactive Voice Recognition (IVR) profiles allow us to collect the necessary information your organization needs to bill for the call.
We provide LEPS direct-connect options for certain languages, is this possible with the GTP?
Certainly. Direct-to-language connect lines can be configured for your organization. We can even include customized greetings in the source language of your call.
Am I able to give my customers their own toll-free numbers?
Absolutely. We can provide toll-free numbers as needed to your individual customers.
Can I choose how much to bill my individual customers?
Yes. Rates can be applied to individual or groups of customers based on your organization’s needs.
My customer needs me to collect specific data. Is this possible?
Absolutely. Our Automated Interpreter Connection allows certain numerical information to be collected while our live-operator connection option lets you customize the specific information we collect from your customer.
Can you bill my customers directly?
Yes. Customer direct billing is available. Your customer’s invoices will also be available to download and view in your organization’s online Global Telelangauge Partner account.
Will I have access to real-time call data online?
Yes. Our Global Telelanguage Partners are provided with access to the Telelanguage Global Interpreter Platform. This online tool allows you to access real-time call data, generate reports and view information regarding your account. Multiple reporting features give you the ability to quickly export data to a format of your choice.
What happens if my customer requests a language Telelanguage cannot provide?
If an interpreter is not available for the language your customer has requested, our operators will capture your caller’s data and make the necessary arrangements to provide services in the future. In the event that Telelangauge does not currently provide the requested language, an Interpreter Manager will be connected with your client to provide necessary assistance.
How does Telelanguage ensure a quality interpretation is provided to my customers?
Our quality assurance team monitors calls on a daily basis. In addition to daily quality assurance, Global Telelanguage Partners have access to language-specific industry professionals with years of QA experience.