When you’re ready to change language service providers, it’s an important decision for your organization. For whatever reason, you’re ready to move on to a new Language Services Solution to fit your company’s (and your clients’) needs.
There are more than 25 million Limited English Proficient individuals in the United States today, and quality language services are crucial. If your current situation isn’t working and you’re thinking about switching to a new provider, understanding how to make the switch as easy as possible will help you find the right language services partner to improve your language access program.
What to Consider When You’re Ready to Change Language Service Providers
When you’re in need of a new language services solution, there are many things to consider. While pricing is the main determinant for many organizations, it should not be the only consideration. Customer service, interpretation technology, and quality of interpreters should be important points to consider for your organization. The goal of your language access efforts should be to improve language services and customer satisfaction. When you are ready to switch language service providers, you want to look for an LSP that can improve your efforts while optimizing your interpretation costs.
Customer Support Questions:
Is your language services provider truly able to offer customer support when it counts? Here are a few questions to ask to make sure you don’t get left on hold.
Can I access support 24/7?
If your language services provider offers 24/7 language services, be sure that you are able to get customer support 24/7 as well. If you have an issue that requires customer support after business hours, you don’t want to be left hanging for an answer.
Do you charge a higher rate for on-demand services used outside of regular business hours?
While many language service providers offer 24/7 support, some vendors may charge different rates after regular business hours. When looking for a new language services provider, be sure to ask if there are higher fees associated with after-hours usage, especially for on-demand services like telephonic interpretation or video remote interpretation. Language barriers can come up when you least expect it, so you’ll want to consider if there is any additional cost associated with a language services provider who charges after hour rate for on-demand services.
What happens if there is an emergency?
Not every situation that requires an interpreter will be planned in advance. Thousands of limited-English speakers call 9-1-1 and visit emergency rooms every day. Find out if a language services provider has the capacity and ability to support unexpected or emergency language needs. For example, if an emergency comes up that requires an on-site interpreter, find out if a potential language services provider can support emergency requests. In the event of a national emergency, find out what systems are in place to ensure there are no outages in interpreter services.
Language Support Questions
It’s possible that your language needs may only require one service, like telephonic interpreting. Or maybe the bulk of requests are limited to a few languages. You want to be able to scale your use of services as you need them and be sure your language services provider is able to meet your needs, not just today but in the future, as your language access requirements change. When you’re ready to change language service providers, make sure your new LSP is ready should your needs change? Some questions to ask:
Can they support the languages you need?
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 language services provider who can meet your needs as they grow. When looking for an interpreting company, ask about the languages they provide and be sure to factor in future needs.
Do they offer the interpreting solutions that you need?
Maybe today your needs require only telephonic interpreting services, but as new needs arise, consider a language services provider that offers a complete range of services like Telephonic, Video, In-Person, and Written Translation Services. If you have to work with multiple vendors to meet your needs, it can often lead to problems, frustration for staff and customers, and higher costs. When you know you have access to the services you need under one roof – it will be more efficient for your organization and will help you to provide the best possible language support for your clients, patients, and customers.
Do you offer support materials for our staff?
You want to be sure that language services are easy for your staff to use. Support materials help increase overall customer satisfaction, increase efficiency, and support your staff in communicating with both interpreters and Limited-English proficient populations. Regardless of industry, organizations need more support to properly service limited-English speaking customers. Ask a language services provider what kind of support materials are training are available and whether there are additional charges for this support.
Quality of Services Questions:
Every industry is different and has their own unique needs. Not just anybody should be interpreting and translating for your industry. The best-qualified person – with specific knowledge of your industry and specialized terminology – should be there to support your needs. Here are some ways to ensure that you have access to the highest-quality language services:
Does your language services provider use certified interpreters?
For specialized industries like healthcare, ask a language services provider about the certifications and training required for interpreters. You want to be clear that linguists have specific knowledge and training to ensure quality interpretation and mitigate risk. Using certified interpreters who are trained in your industry will enable you to provide trusted language support for your customers.
How do they monitor for quality assurance?
While there should absolutely be a process for hiring quality interpreters and translators, you need a language services provider that can demonstrate consistent quality monitoring. Ask about the process and how quality monitoring is documented. Customer satisfaction depends on the quality of the support they receive. When you want to change language service providers, be sure that a new vendor has a dedicated process for ensuring that quality.
Ready for a Change? Telelanguage Can Help!
Telelanguage has been providing our customers with the highest level of service since 1991. We are a reliable and innovative leader in the language industry. We provide interpretation and translation services to over 8,000 organizations throughout the United States – across all industries.
You don’t have to take our word for it. In order to prove ourselves, we offer free trial minutes for our on-demand interpreting services with no obligation or contract to sign. With more languages than any other provider – and the quickest connect times in the industry – you’ll see why we continue to be a leader in our industry.
Try Telelanguage Free with Free Trial Minutes
Complete Language Services to Fit Your Needs
Over-the-Phone Interpretation is an on-demand, remote interpreting service that offers a fast response to provide your customers and call center with the language support and customer service they need – accurately, reliably, securely. Maximizing efficiency through quick interpreter connect (in seconds) regardless of the language needed. Telelanguage provides the fastest connect times in the industry (average time is 7 seconds).
Video Remote Interpreting
Video Remote Interpreting is an on-demand interpretation solution that bridges the gap between over-the-phone interpreting and on-site interpreting. It can also be extremely cost-effective as there are no minimum hours or mileage reimbursement needed to gain access to the interpreter (as might occur with an in-person appointment).
Using leading-edge technology, Video Remote Interpreting is a perfect on-demand solution for financial entities who require a fast response, and visual contact with the interpreter.
On-site interpretation can be the right solution to support LEP patient care for lengthy appointments or interviews planned in advance. When a conversation will be complex or time-consuming, in-person interpretation will ensure meaningful communication for your in-person meetings with non-English speaking clients. Providing flexibility and superior customer support, if a situation arises where you need an on-site interpreter urgently, Telelanguage can have a certified interpreter at your location in as little as 30 minutes.
Having prepared translation of vital documents in the top non-English languages of your customers is crucial. Having the means to prepare specialized documents in a timely manner is also key. Telelanguage translation specialists are subject-matter experts, meaning we provide you the best-qualified linguists for your project. Telelanguage has the capacity to translate documents from English to over 100 target languages and vice versa.
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. Telelanguage provides professional interpretation and translation services to over 1,400 organizations throughout the United States – across all industries. Contact Telelanguage today for a free demo or Try Our Services at NO Charge. 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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