3 Tips for an Effective Phone Interpreter Service ITT

3 Tips for an Effective Phone Interpreter Service ITT

Is your organisation looking for a phone interpreter service? A well-crafted invitation to tender (ITT) or request for proposal (RFP) streamlines selection and ensures that you find the best service to fit your organisational needs.

The key to an effective ITT is posing the right questions of your phone interpretation candidates. Asking questions that reflect your needs helps you avoid receiving similar proposals that aren’t a good fit.

These three tips will lead you to the right questions for ITT.

1. Assess Your Needs

Know what your goals are, and ask prospective interpretation providers how they will help you reach these goals.

  • Implementation Can the provider ensure a smooth and quick transition to their service? Can they provide a timeline or project manager to assist you?
  • Reporting Once service begins, can the provider report on your desired metrics? How much action from you do their processes for reporting or billing require?
  • Volume How frequently, when, and for which languages will your organisation use the service? Does the vendor operate large-scale employee interpreter contact centres 24/7 to meet your volume, quality, and consistency needs?

2. Evaluate Why the Vendor’s Differentiation Matters

The best phone interpretation providers work hard to set themselves apart. They’re eager to tell you how they differ from the competition. But you may wonder what concrete relevance these efforts hold for your organisation. Inquire about:

  • Interpreters Do they receive special training or quality assurance? Are they monitored for quality beyond an initial skills assessment? What is the service’s Average Speed of Answer (ASA)?
  • Quality Does the interpretation provider hold any third-party endorsements? Payment Card Industry Compliance, ISO quality standards, and other certifications offer you additional, objective assurances.
  • Values Does the provider have any white papers or videos that offer you a glimpse into their values and operations?

 3. Pay Attention to Infrastructure, Security, and Compliance

Your organisation must comply with security and data regulations. These rules extend to your phone interpretation service as well. A quality interpretation provider should already have a plan to help you remain compliant. Ask about:

  • Call Routing How are calls routed? How much direct oversight does the provider have over their routing? Is routing redundant? Is there a single point where failure may occur?
  • Security Which precautions does the vendor take to keep data secure? Do interpreters work at home or on provider-controlled premises? Are they actual employees or only contractors?
  • Plan B Does the vendor have actionable backup plans for all types of unforeseen interruptions? What percentage of the time can you expect system availability?

This guide will start you on the right track to finding the best provider for you—and your customers will remember you for it. For more recommendations on finding your phone interpreter service, visit us online.

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