Public Sector

Public Sector City Council Interpreting service moves away from outsourcing to a Top 100 Language Service Provider in favour of working with a caring, boutique service provider

 

The Challenge

We were tasked with improving an existing telephone interpreting service, both from the council and service users perspective. The client outsource their interpreter recruitment, management, and service managment to a major LSP.

Our client was frustrated by the lack of flexibility within their current service. Being unable to tailor the personalisation of their service was having a critical impact on the quality of service they were able to provide.  It was also increasingly challenging for them to deal with quality control issues in a timely fashion. 

The Interpreters Portal Solution

Embedding ourselves into our client’s world is a strong part of our ethos. Through  thorough consultation with our client we were able to fully understand the issues they were experiencing. And, therefore, able to reflect their needs in our provision. 

Our telephone interpreting platform is perfectlty suited to the, sometimes sensitive, nature of public servicing interpreting. Being able to cherry pick interpreters ensures that we can build and brief a select pool of remote interpreters to work with each service. This ensures that every caller is connected to the right interpreter each and every time. An interpreter, who has been fully briefed and understands the client, fully capable of delivering the service needed. 

We tailor the automated greetings and scripts for each, and every, service that we run on our platform. Each client has their own service set up with a specifically selected group of interpreters. We don’t believe in generic vanilla services. No client is the same, therefore the service can’t be identical.  

We also set up a reactive team to monitor, assess, and review results each day to ensure that any service issue was dealt with appropriately.  Their role was integral to turn the service around, right previous mistakes and boost the service reputation. Our dedicated Interpreter Manager speaks to our interpreting team daily, reporting on contracts, and collating feedback.  

In the early stages of the service launch we scheduled weekly review meetings with the client to assess how we could improve. Catching teething problems early, and dynamically responding,  is integral to providing a brilliant service. 

 

Many thanks for all the support over the last couple of months you all have provided with the telephone interpreting service.

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