How You Can Trust Every Word
Outstanding customer service leads to exceptional customer experience and high satisfaction scores. But how can you be sure your OPI vendor provides this each time one of your community members speaks to an interpreter representing your organization?
You also want assurance that your vendor will provide you with attentive and effective customer service, making it easy for your internal teams to manage.
To guarantee exceptional OPI services, BIG Language Solutions continuously assesses its performance against these 10 checkpoints.
Response Times and Data Collection
3-Second Answer Time
Calls are answered in three seconds with Interactive Voice Response (IVR), then they are directly connected to an interpreter within 12 seconds. We monitor answer time daily to make sure we always reach these targets.
20-Second Connect Time
We make sure users connect to an interpreter in an average of 20 seconds, whatever the language. Dashboards are monitored continuously by our interpreter management teams and reports are run daily to ensure our connect time benchmarks are met.
Verification of Program Data
The quality of your data enables you to manage your program with a view to ongoing improvement. Once you choose the data you need for your program we collect it and verify its accuracy, ensuring you can run your program based on reliable metrics.
Call Monitoring
Monitored Interpreter Interactions
With your permission, a defined percentage of calls are monitored to ensure interpreter customer service quality and identify areas for improvement. We use AI to ‘listen in’ on calls and identify which interpreters we need to coach, and then follow up where necessary.
Interpreter’s Greeting
To provide quality from the get-go, interpreters introduce themselves with their first name, language, and ID number. Each week we monitor two calls per interpreter to make sure they are doing this.
Adherence to the Interpreter’s Code of Ethics
When we monitor calls we listen carefully for interpreters following the code of ethics such as communicating without paraphrasing, being comprehensive without summarizing, and/or not providing advice to clients. This means you can trust that the interpreter’s communication will be ethical, reliable, and precise in every call.
Call Closing Protocols
During monitoring, we check that at the end of the call the interpreter thanks both parties, checks for further needs, and informs the customer that they are now disconnecting.
Monitored customer service interactions
Our customer service representatives are monitored twice per week to ensure the best possible experience for our clients. We check that they answer the phone correctly, ask appropriate questions, and are courteous, and follow up with feedback when necessary.
Customer Service
Successful Problem Resolution
We check for effective and efficient resolution of any problems occuring on calls. Issues such as difficulty hearing are reported by the interpreters or customer service representative and if we note during call monitoring that an issue is missed, it will be addressed with the staff involved, ensuring continuous improvement in service quality.
Transparent Billing and Reporting
Quality assurance extends to final billing. After the first call, our team will contact you for feedback, and our billing rep follows up post-invoice to address any questions. This ensures transparency and satisfaction with our billing process.
High-Quality OPI Services with BIG Language Solutions
BIG Language Solutions is how even the most complex, highly regulated organizations can finally trust every word of their translations and interpretations. That’s because you know the work will get done by experts in your industry, exactly when and how you need it.
Our interpretation services are available to you in 300+ languages and dialects. Our trained and tested interpreters are available 24/7/365.
