Choosing your Language Services Provider
When you are trying to internationalize and boost your brand at a global level you must get an strategic language services provider.
Choosing your strategic Language Services Provider is so important to enhance the multilingual capabilities of your contact center and you staff as well of being able to communicate effectively with your global business partners. Here are four critical factors to consider:
1. Operational Security and Reliability
Many language services providers are small teams that come and go. Almost every company will say they are stable and reliable—don’t just take them at their word. Ask them to provide evidence, such as:
- How long have they been in business? What type of services do they offer? (For example, LingoCall has been providing language services for over 15 years). Those services include on site language interpretation (simultaneous, consecutive ans whispering), video remote interpretation, , document translation, and website / software localization services.
- How do they handle sensitive customer information?
2. Interpreter Quality
Interpreters serve as an extension of your business. In most cases, your customers don’t realize that you are using an external service to handle their calls. Interpreters should be trained in your company’s industry terms and jargon. They should meet rigorous linguistic standards and have their skills assessed regularly. Here are a few things to ask:
- What kind of training do interpreters receive?
- Do interpreters have specific areas of expertise?
- How are calls monitored for quality assurance and how often?
- Is there a formal quality assurance program?
A good language services provider should be a viewed as an extension of your internal customer service team. Since they are assisting with your customer and client calls, they should be able to give you valuable insight into your business. Be sure to ask these questions:
- Do they provide an online portal so you can access your call information?
- Is this data real-time only or archived?
- Can you manipulate the data for your own needs?
- Is this information secure?
- Is there a charge to access this data?
As an extension of your customer service team, you need to be able to access your language service provider quickly and reliably. Waiting on hold or being dropped from a call is frustrating and ruins your customer’s experience. Be sure to ask your language service provider the following questions:
- What is the average speed of answer (ASA) you can expect?
- Will they put that in the contract?
- How is ASA reported to you?
- What is their percentage of dropped calls?
- What types of system redundancy are in place to insure you can gain access to their services?
LingoCall is a worldwide video remote interpretation service platform at the reach of your fingertips. Basically, it allows an easy-fast access to a human professional interpreter from anywhere in the world.