Like all others, Language Service Providers are also greatly affected by the COVID-19 pandemic. Most of the LSPs are offering remote interpreting services using different platforms. Now a day’s ad-hoc video solutions like Zoom are widely popular; however, these are not designed for remote interpreting services. As the demand for remote interpreting services is increasing, its providers are also increasing. So, it is crucial to make the correct decision while choosing your next partner. Let us discuss some questions that you should ask language service providers for the best results.
Can I avail of your service anytime when I need it? Do you charge higher during non-business hours?
You must ensure that the service provider offers language services 24/7. Customer support should also be available all the time because many times, you might require customer support after regular business hours. So ask your service provider whether they are offering customer support 24/7 throughout the year.
Some language service providers charge different rates for support after regular business hours. Make sure it is the same in the case of your service provider too. The separate charges can also be associated with on-demand services like remote video interpreting or telephonic interpretation. Language barriers can come up anytime, especially when it is least expected, so ask if your service provider charges differently for on-demand after regular business hours.
Is there any limit on the number of participants to join the session?
There are at least three participants in remote interpreting sessions, and most of the platforms used by LSPs can support up to three participants. It can be the case when more than three participants can join the voice or video call, so it is essential to know that your remote interpreting vendor supports more than three participants in a voice or video call. A good platform can provide high-quality audio and video for many participants.
How can participants join the call?
Participants can join the call on a tablet, laptop, or phone. Ensure that the language service provider supports a multi-participant session and that participants can join the session in different communication ways.
Does the platform support RSI, and Is HIPAA compliant?
Remote interpreting sessions are usually consecutive. RSI (Remote simultaneous interpreting) is the preferred interpreting mode for long sessions with many participants. Ensure that your remote technology provider can provide a video service where participants can choose the channel to hear the interpreter when required. Video platforms like Zoom are not HIPAA compliant, so make sure that your remote technology provider should use a video solution that is HIPAA compliant. Voice and video calls should be end-to-end encrypted for customer privacy, and sessions cannot be stored or processed.
How do you manage in case of an emergency?
A language barrier can happen anytime so you must find out that a language service provider has the ability and capacity to support emergency or unexpected language needs. Look for a service provider that can assist with emergency requests.
