Experience Quality
Could you be getting better service?
Improve Service
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The interpretation industry made significant developments since its inception. Today,
there are many differences in how telephonic interpretation can be provided. Having served
over 1,000 clients, we noticed that the following categories mattered most to current
Over-the-Phone Interpreter users:
- Service Levels
- Interpretation Quality
- Support
- Security
How satisfied are you in these categories? How does your provider stack up?
Checklist for Satisfaction - Questions for You
Ask yourself the following questions to measure
your own satisfaction:
- Do your callers and customers find the service enjoyable?
- Do your agents/representatives find the service easy to use?
- Is interpretation high quality, with few issues?
- Is your account management personal, satisfying your needs in a timely manner?
- Are your connect times, Average Speed of Answer, and other service levels consistently
great?
- Is the Average Handle Time for interpretation calls reasonable?
- Are you given opportunity for tiered pricing/ volume discounts?
Questions to Ask Your Interpretation Service Provider
The way your provider runs its business may affect your operations and your bottom
line. Get answers to important questions:
- Operations: How does your company provide interpreter services, where are your facilities,
and how do you ensure quality and efficiency of interpretation?
- Interpreter Quality: How do you ensure interpreters are trained and familiar with
my business, what kind of interpreter quality monitoring do you use, and where are
your interpreters located?
- Service levels: What does you company do to ensure low Average Handle Time for non-English
calls, what is your Average Speed of Answer (ASA) to an interpreter, and what is
your call answering system availability?
For more about questions for your current provider, see our Request for Proposal (RFP) Guide