Ensure Equal Access and Support Clients with Government Translation Services and Interpretation

Customer: A government agency that serves millions of constituents with limited English proficiency.

Challenge: The agency needed:

• Fast connection times to reduce call center handle time
• High-volume scalability during their peak season 
• Cleared, vetted linguists 
• Coverage in 120+ languages 
• Reliable, secure technology that protects sensitive information

Solution:

• Implemented a dedicated over-the-phone interpretation program customized to operational demands
• Provided hundreds of vetted, approved linguists 
• Ensured linguists were trained in specialized terminology and agency communication protocols
• Delivered coverage in 120+ languages
• Provided 24/7 support and rapid connection times
• Scaled interpreter availability by 300%+ during peak season 

Results:

• Helped the customer provide fair, accessible, and efficient service to all its clients
• Ensured rapid connection times and a highly reliable platform 
• Empowered the agency to communicate with diverse communities and reduce operational strain

Customer: A major California hospital

Challenge: The customer needed:

• 6 million minutes per year of medical over-the-phone interpretation services
• Coverage for a unique language mix, including a very high demand for Toishanese

Solution:

• Conducted outreach to our internal database of 200,000+ linguists for qualified candidates or referrals
• Leveraged historical partnerships with regional cultural organizations, interpreter association groups, and networks from 30 years of recruiting Asian language interpreters
• Incentivized existing Toishanese interpreters to provide references for qualified candidates
• Conducted around-the-clock call-traffic monitoring following go-live in Toishanese

Results:

• Developed a roster of 40 Toishanese interpreters in two weeks
• Conducted around-the-clock performance monitoring to meet Toishanese demand
• Achieved a ~98% fulfillment of all Toishanese requests
• Maintained an average connection time of 19 seconds for this rarely interpreted language

Customer: A state department of health

Challenge:

• Provide interpretation services at COVID testing sites
• Supply extra support for an influx of asylum seekers from Russia, Ukraine, Syria, and Turkey 
• Service a 2,000% increase in per-day call volume, 33% in Ukrainian, Russian, and Turkish

Solution: 

• Leveraged a deep pool of existing interpreter resources 
• Used previous government recruiting results for these language groups 

Results: 

• Helped meet the surge in demand across all languages
• Supported the increase in Turkish, Ukrainian, and Russian constituents
• Provided around-the-clock operations assistance to quickly identify spikes in demand and ensure coverage
• Met the 2000% increase in call volume
• Filled 99% of all interpretation requests
• Maintained average connection times of under 22 seconds in Russian, Ukrainian, and Turkish