Introduction
This case study focuses on how LTS, in collaboration with a global leader in interpretation, translation, and localization services, addressed the dynamic challenge of ensuring a responsive and diverse interpreter pool for on-demand language interpretation services. Our client, a US-based company with over 40 years of experience, needed to hire interpreters proficient in multiple languages, including Mandarin, French, Pashto, Urdu, Somali, Arabic, Vietnamese, Burmese, and others. The interpreters required exceptional proficiency in both English and their native languages, with the ability to work during US hours. Join us as we delve into the collaborative journey, innovative solutions, and expertise in managing the challenges of the interpretation services industry.
Background
Client: Global leader in interpreter, translation, and localization services.
Industry: Language Interpretation
LTS, the partner with a leading US provider of phone interpreting services, faced a challenge in maintaining a highly responsive and diverse interpreter pool to meet the growing demand for on-demand language interpretation services.
The fluctuating demand for interpreters across various languages required a highly flexible and adaptable pool of professionals. Adding to the complexity, LTS had to venture into new linguistic territories, recruiting interpreters proficient in languages that were previously outside their usual scope. All candidates needed to be based in Malaysia, which added a geographical constraint to the recruitment process. The job's nature demanded that interpreters work permanent midnight shifts, including weekends and public holidays, which is often a challenge in staffing. Moreover, the interpreters were required to handle calls from a wide range of industries, such as emergency services, facilities management, medical, and more. This necessitated a broad skill set and the ability to swiftly adapt to different industry-specific terminologies and protocols. Despite these challenges, LTS successfully navigated the complexities of the project. By implementing a flexible staffing model and a robust support system, LTS ensured that their interpreters could meet the fluctuating demand while maintaining high service quality. This project not only showcased Malaysia's ability to manage complex and unique projects but also highlighted its commitment to maintaining high standards of service quality and operational efficiency.
The Solutions
Robust Talent Pool:
LTS maintained a diverse and extensive pool of trained interpreters representing various languages and dialects. This ensures that the client has access to interpreters in real-time, regardless of the language required.
Scalability:
LTS contract staffing allowed our client to scale their interpreter’s workforce up or down rapidly to match fluctuating call volumes whether due to time-of-day patterns, emergencies, or regional variations in demand.
Quality assurance:
LTS implemented a rigorous screening and assessment process to ensure that interpreters met the client's high standards for language proficiency, culture competency, and industry-specific knowledge.
Compliance and Training:
LTS handled compliance matters, ensuring that all interpreters adhered to industry regulations and confidentiality requirements. We also provided ongoing training and support to keep interpreters up-to-date with best practices.
Results
Enhanced On-Demand Language Interpreter Services across Diverse Languages and Dialects
The client achieved a significant improvement in their ability to provide on-demand language interpreter services across various languages and dialects.
Improved Response & CSAT
Call response time improved, resulting in increased customer satisfaction
Optimized Operations
The client effectively managed fluctuating call volumes, optimizing operational cost and resource allocations.
Increased Business
The client expanded the customer-base, thanks to the reliable and high-quality phone interpreting services.
