Working with an interpreter is imperative for success for most businesses. To save on the costs of hiring a full-time, on-site interpreter, many companies are now turning to language services providers (LSPs). An LSP gives businesses access to qualified and trained interpreters 24/7 while also remaining a cost-effective choice for the company.
However, it is common for LSPs to handle hundreds, if not thousands, of calls each day; each of these calls requires high-quality interpretation on the spot. So, it is vitally important that LSPs have a performance management process in place to monitor the quality of their interpreters.
As a company, how can you ensure that your LSP is always prioritizing quality assurance and monitoring? Well, there are a few questions that you can ask to help you increase your understanding of the level of commitment your LSP dedicates to continuous interpreter development and improvement. Using these questions as a guide, you are more likely to obtain the best interpretation services for your business.
How do you monitor calls for the highest quality interpretation?
Start with the basics. If an LSP lacks a firm answer to this first question, it reflects poorly on their level of commitment to quality assurance.
How do you qualify your quality assurance monitors?
Quality assurance monitors are in charge of evaluating an interpreter’s performance against a set of predetermined standards and ensuring a high-quality and professionally trained interpreter workforce. If quality assurance monitors aren’t held to high standards, neither will the LSPs interpreters.
What steps are taken to remediate any errors that occur during the interpretation process?
LSPs should have remediation procedures outlined to assist them in maintaining high-quality interpretation services. These procedures may include steps involving additional training and observing for an interpreter, followed by the dismissal of an interpreter, depending on the severity and frequency of errors taking place.
How do you control the production and sound quality of interpretation video calls?
Quality LSPs should be able to guarantee that every video call results in a professional interpretation experience. The provider should have a process in place to verify ongoing interpreter compliance during video calls. For example, common standards that interpreters should follow during video calls include staying centered on the screen, dressing in professional clothing, sustaining correct posture, and setting up in an area with good lighting and no distractions in the background.
Do you hold your contractors to the same level of standards as your employees?
Many LSPs hire a blend of employees and contractors. It is increasingly common for providers to staff contractors to fulfill interpretation services for rarer languages. No matter the interpreter’s designation as an employee or contractor, all staff should be held to the same high-quality standards. LSPs should test, train, and monitor all of their staff using identical processes to maintain uniformity.
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