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4 THINGS TO CONSIDER WHEN CHOOSING THE RIGHT INTERPRETER

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But which one should you choose? How is it possible to sift

through this large group of companies in an industry that

is largely unknown to most people and made up of long-

time insiders? The answer is that it’s not easy; but there are

ways to streamline the decision making process.

Interpretation services are an important piece of quality

medical care, the legal process and multinational business.

The interpretation services provider you partner with

dictates what kind of services you’ll be able to provide to

your clients.

Generally speaking, it’s important to select an LSP that

has qualified, linguistically competent interpreters. It

also important to find a provider that abides by industry

regulations while providing the latest in interpretation

technologies. But what factors play into these attributes?

How can you tell if the LSP you’ve picked will offer the

most comprehensive interpretation abilities available?

Potential language service clients should consider the

following when searching for an interpretation provider:

• Qualified linguists

• Experience/Strong industry reputation

• Up-to-date technology

• Compliance

How do you find interpreters and language service providers that fit all of your needs?The translation and interpretation industry is

big business -- $40 billion worth of business

to be exact. And that number is expected to

grow in the near future.

The size of the language services market

creates an enormous amount of competition

among Language Service Providers (LSPs)

to win over clients. LSPs market their

technologies, qualifications and compliance

procedures to stand out amidst the plethora

of other localization agencies.

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1. THE NECESSARY QUALIFICATIONS

An LSP is only as good as its linguists, and this is especially

true when it comes to interpretation. Generally speaking, a

qualified linguist is someone with a total grasp of the language

they interpret for and an understanding of interpretation

codes of ethics.

Interpreters who possess specialty knowledge in a certain

field (i.e. healthcare, law, etc.) are necessary in order to

provide competent services in the specific industries

they work in. But successful language interpretation goes

beyond linguistic abilities; strong interpreters are willing

and able to be good, compassionate listeners who act as

allies to foreign speakers.

Organizations like the American Translators Association and,

for specialized language services, The National Council on

Interpreting in Healthcare, provide training and instruction

for aspiring interpreters. These and other certification bodies

administer rigorous language examinations to prepare

linguists for work in the professional world.

When shopping for an LSP, it’s important to ask them how

they recruit their interpreters based on experience, expertise

and industry of work. Having a strong cultural competence is

important, too. If possible, it’s best to recruit native-speaking

interpreters who are familiar with the customs and traditions

of the language they work with.

Clients should ask LSPs the following questions about the

interpreters they recruit:

• Are they accredited?

• Do they have specific knowledge of the industries they

work in?

• Do they abide by the Interpreter Code of Ethics?

• How are their linguistic abilities tested?

2. DOES YOUR INTERPRETATION PROVIDER HAVE A SOLID REPUTATION?

There’s a lot to manage for major LSPs navigating the language

industry, namely supervising their own group of employees

and linguists while keeping up on regulatory trends.

During the RFP process, if you’ve gotten that far, it’s important

to ask for industry references to see if an LSP has done quality

work for former clients. To get a sense of how an LSP works,

asking for a case study that displays a workflow and project

scope similar to your current needs might be helpful, too.

How long has the LSP been in business? A company with

a long, successful track record is an indicator that they’re

doing something right. That doesn’t mean a startup isn’t

going to do the job right; but, at the same time, experience

can’t be replicated.

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Look into any legal action the company has been involved in

and make sure your potential service providers have a clean

record. This seems obvious, but it doesn’t always happen.

Does the LSP have the resources to interpret the target

language(s) you need help with? And, they should also work

within your industry – recruiting medical interpreters for

a manufacturing project won’t do you any good. Certain

interpretation agencies only work within specific fields.

3. TECHNOLOGY FOR THE 21ST CENTURY

The digital age has produced solutions unimaginable

only a decade ago, and technology continues to advance

in the language industry. In-person and over-the-phone

technologies have remained mainstays in the medical and

legal industries, but Video Remote Interpreting (VRI) has

gained more traction as web-based options allow greater

access to video conferencing.

Generally speaking, in-person interpretation is thought of as

the most effective method. An in-person interpreter can view

facial expressions and body language while interpreting for a

foreign language speaker. VRI is advantageous since the visual

component of a meeting is still there, although connectivity

problems can be an issue.

Clients should look for LSPs with in-person, over-the-phone

and VRI capabilities, and be cognizant of a language provider’s

knack for sticking with current technologies. A company

that isn’t keeping their ear to the ground when it comes to

interpretation technology should be overlooked.

The web conferencing market was expected to be worth almost $3 billion by 2017, and, by 2020, cloud-based

conferencing is slated to be worth $2.9 billion. Programs

like Adobe Connect and WebEx have allowed for expanded

video meeting capabilities and the need for interpreters

will no doubt grow with the predicted expansion in video

conferencing. The Bureau of Labor Statistics expects an

almost 30 percent growth in employment for interpreters and

translators by 2024.

Look for a provider who can cover the necessary logistics that

go along with providing telecommunication interpretation

services. Ask the following:

• Do they have strong connectivity for VRI and over-the-

phone interpretation (OPI)?

• Do they offer solutions on the devices/platforms that

your company works with?

• Do they offer 24/7 OPI support?

• Is training VRI and OPI training offered to clients?

• Is there a centralized, online database for billing,

account tracking?

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4. COMPLIANCE AND QUALITY

Compliance is important in any service industry, and abiding

by interpretation regulations avoids possible legal action. A

strong interpretation agency should hold its linguists to high

standards when it comes to accreditation and experience,

while also remaining in conformity with state and federal law.

In the United States, federal law requires Limited English

Proficiency (LEP) individuals be provided interpretation

services. LSPs should observe the National Standards for

Culturally and Linguistically Appropriate Services (CLAS) in

health care and privacy laws regarding client information.

LSPs that provide medical interpretation should be

in compliance with Health Insurance Portability and

Accountability Act (HIPAA) to ensure confidential

information is not disclosed or corrupted. Ask a potential

vendor if they have their linguists sign non-disclosure

agreements to make sure sensitive information is kept safe.

Inaccurate interpretations in the medical field can lead to

fatal consequences for LEP patients and malpractice suits for

healthcare providers -- providing the necessary interpretation

services and having policies in place to abide by regulations is

imperative for any LSP.

A strong interpreting provider will also have processes

in place to address customer complaints and concerns.

In addition, questions about training methods should be

discussed to ensure all employees and interpreters are on the

same page when it comes to process and workflow.

THE UPSHOT

Quality, technical capabilities, experience and compliance are

all key components of a successful LSP, and the more research

you do, the better chance you’ll have of finding a provider

that works for you. Ultimately, your interpretation provider

should be someone you trust and feel comfortable with.

Be assertive in questioning potential vendors, and do your

best to get a good idea of what kind of service they’re capable

of providing based on technological resources, linguist

experience and adherence to industry regulations.

If you’ve decided to invest in an interpreting provider, you’ve

taken the first step in creating better communication with

your clients. Make your decision pay off by instituting a strict

vetting process that leaves no stone unturned.

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REFERENCES

• GALA. (2016). Translation and Localization Industry Facts

and Data. Retrieved from: https://www.gala-global.org/

industry/industry-facts-and-data

• A Word In Your Ear. (2015, April, 14). Technology and

Interpreting: Three Questions on Every Interpreter’s Mind.

Retrieved from: https://lourdesderioja.com/2015/04/14/technology-and-interpreting-three-questions-on-every-interpreters-mind/

• U.S. News and World Report. Interpreter and Translator

Overview. Retrieved from: http://money.usnews.com/careers/best-jobs/interpreter-and-translator

• National Council on Interpreting and Health Care. FAQ

– Healthcare Professionals. Retrieved from: http://www.ncihc.org/faqs-for-healthcare-professionals

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www.unitedlanguagegroup.com+1 855 786 4833