Operational Transparency: An Essential Standard for Remote Interpretation

Aug 6, 2019

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In our previous three posts, we’ve discussed quality metrics for providers of phone and video remote interpretation services: fair pricing, interpreter qualification and vetting, and data security. But these vital components of quality interpretation don’t mean much if your potential language services provider is unwilling to be transparent about verifying them.

In our new whitepaper, The Remote Interpretation Industry: Standards and Best Practices, Voiance explores quality metrics for language services providers, including operational transparency:

Standard: Operational Transparency:

Physical Operations for Security and Employee Interpreter Claims

Some interpretation providers may claim to run contact centers but define the term loosely or be misleading about the number of offices they have. Do they provide publicly available information about these physical locations – addresses, number of employees, square footage, and photographs? Providers should be open to sharing information about their locations and should be willing to let clients and prospects tour those locations.

Data Operations for Usage and Billing Confirmation

Interpretation providers should have the technology to provide near-real-time interpretation utilization data and clear billing statements online. This provides clients a platform to track usage between different departments, staff members to create their own reports, and the ability to compare usage.

Staff Operations for Support and Optimization

As a purchaser, your remote interpretation provider should be able to provide access, at no additional cost, to a variety of support staff while you are using their interpretation services:

- Dedicated account managers for optimizing utilization and answering client questions

- Client services for troubleshooting or real-time feedback

- Implementation specialists for setting up the service

Red Flags

- The interpretation provider does not share information publicly about their physical locations

- The interpretation provider does not provide an online platform to track usage, create reports, or view billing statements for accuracy

- The interpretation provider does not provide access to knowledgeable staff as part of their service offerings

Download Voiance’s Industry Standards whitepaper for remote interpretation to learn more about what to look for in a language services provider.

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Topics: Remote Interpretation, Transparency, Accountability

Written by Regina Wetzel

An experienced researcher, writer, and editor on language services-related topics, specializing in how language works and translation services.