Interpreter Quality Newsletter #1

Our Quality Assurance Specialist has begun writing a monthly newsletter that will be sent out to interpreters and also posted here on our blog, and also on our Facebook page.

Here is newsletter number one which was first sent out to interpreters in August.

“Is the interpreter on the line?”  

In the first Interpreter Quality Newsletter I thought it would be appropriate to go over introductions, talk about why they're important and  give some basic tips on how to begin each call professionally and according to company policy.  Below you'll find an example introduction script.  

“Hello. This is Maria, your Spanish interpreter. How may I help you today?”  

This is the standard introduction that we expect that you will be able to provide on every call. It should not be difficult for you to give this greeting on most of the calls that you will take for CLI. There are, however, situations which will arise that will prevent you from being able to provide this standard greeting. For example:  

CSR: Thank you for holding. I have Maria, your Spanish interpreter on         the line. Please begin.

Interpreter: Yes, Good morning! This is—

Customer: Yeah. HI THERE, INTERPRETER! This is Tammy with  ACME insurance. I have a Spanish speaking member on the other line. Can you please ask them for their name, date of birth and member ID number?

Interpreter: I can certainly assist you with that, Tammy. Again, my     name is Maria and I'll be your Spanish interpreter today.  

As illustrated above, in situations where the customer interrupts your introduction, or does not provide you with enough of an opportunity to provide one, we ask that you respond by first assuring the customer that you will be able to assist them and then by stating your name and language before addressing the LEP.   I'm sure that you also noticed that the CSR (Customer Service Representative) in the example above introduced the interpreter, Maria, at the very beginning of the dialogue.

You might ask why it's important to provide an introduction after you've already been introduced. I recognize that this does seem redundant, but there are several reasons that we ask this of you. Most importantly, a proper self-introduction gives the customer an opportunity to become accustomed to the interpreter's vocal register and style of speech. This aids communication. Additionally, an introduction will give the interpreter an opportunity to ask any pertinent questions of the customer prior to proceeding with the interpretation session, such as

“Are you planning on using a speaker phone, Doctor, or will you be passing the phone back and forth?” or

“If the person you are trying to reach doesn't answer, would you like me to leave a voice mail message?” 

We do ask that you provide a full introduction to the Limited English Proficient individual at the beginning of each call as well. Be sure to give the LEP your name and let them know that you will be interpreting for them.  

Lastly, here are some quick do's and don'ts  

·        Be sure that you know your interpreter ID code. Some customers will ask you for this piece of information.

·        Remember the customer's name and use it throughout the call. This is a very easy way to give the customer a good impression of our services and let them know that we value their business.

·        Be sure that you have a pen and paper handy at the very beginning of the call in order to take notes

·        Saying “Good Morning/Good Afternoon” or “Thank you for calling” or adding other pleasantries to your introductions are easy ways to ensure that the customer feels appreciated.

·        Remember, do not ever mention Certified Languages International by name to a customer as part of your greeting or closing statement. The reason we do not want you to mention CLI is because we act as back office to other language providers.

·        You are required to introduce yourself every time you are transferred to another party, or when another individual comes on the line.  

Thank you all very much for your time, your hard work, and your dedication! Keep up the fantastic work!