Frequently Asked Questions
Translation
How do you charge and what are your rates?
We charge on a per-word basis. Rates are dependent on the type of account or contract, service requested, complexity of the subject material, language selection and the final deliverable. Please note that each project may be subject to minimum fees, which vary per language. Hourly rates apply for services offered outside of translation. Rush fees may be assessed for tight timelines.
What is your translation process?
Over the years, we’ve developed a 10-step process that enables us to deliver spot-on translations and the highest quality output.
How do you ensure accuracy and quality of language services?
Even with the best CAT (computer-assisted translation) technologies available, good translation is the product of human endeavor. And like all human endeavors, translation is prone to error. Language Link's stringent quality assurance procedures have been designed to yield translations with the most exacting accuracy standards.
What foreign languages do you support?
Our language translation services support more than 100 languages. See our list of languages here.
What are your standard turnaround times? Can you do RUSH projects?
Turnaround time depends on the size of the project (e.g., number of languages, word count, etc), complexity of the subject material, and the formatting time needed.
Our standard turnaround time is as follows (not including formatting time):
- Less than 5,000 words: 2-5 business days
- 5,000-10,000 words: 5-10 business days
- 10,000-20,000 words: 10-15 business days
This is a general guideline. To obtain a more accurate quote for your project, contact the Sales department at + 1 800-208-2620.
We do offer an expedited service or rush turnaround if needed. Please contact our Sales department at + 1 800-208-2620 for more information.
How do you ensure confidentiality?
The Language Link Client Portal requires a Secure Socket Layer (SSL) connection, so all translation requests and private information are kept in the strictest of confidence.
We deliver translated files using a secure FTP connection or encrypted email file attachment, based on the size of the deliverable and the client's requested delivery method.
In addition, all Language Link employees and freelance translators are under strict non-disclosure and confidentiality agreements.
On-Site Interpretation
Are your interpreters trained in our industry terminology?
Our professional interpreters have extensive experience in tailoring their interpretations to our clients’ needs. We partner with industry experts who provide our interpreters with specialized training in medical, court, insurance, financial and other industry-specific terminology. Our interpreters must be familiar with police and 9-1-1 procedures, and also demonstrate excellent customer service skills.
If you use specialized terminology, discuss this with your customer service representative upfront. We may request that you provide us with additional information to help our interpreters familiarize themselves with your industry.
How do you guarantee confidentiality?
Each interpreter signs a confidentiality agreement and is bound by a strict Code of Ethics, ensuring that all the information pertaining to the work we do for you remains strictly confidential. Additionally, our interpreters are required to adhere to HIPAA compliancy standards.
How late can I phone in a request?
You can phone in a request at any hour. Our phone lines are open and we have live operators available 24/7.
Over-the-Phone Interpretation
How long does it take to reach an interpreter?
For most calls, we can connect you to a qualified interpreter within thirty seconds or less. All we need is your account information and the desired language. The connection time for languages that are requested less frequently may be slightly longer. We are able to accommodate most requests quickly thanks to our state-of-the-art call center and proprietary call routing database.
What languages do you service?
We service more than 240 languages and dialects. Our most commonly requested languages can be viewed here.
Can I just transfer a call to your interpreter?
No. The telephone interpreter serves as a bridge between you and your limited-English proficient (LEP) client to facilitate communication between you and your customer. He or she will depend on you to direct the call. You are responsible for providing the subject matter expertise, including information about your business, organization, product or service. The interpreter will relay the information back and forth.
What should I do when the interpreter joins the conversation on the phone?
Immediately introduce yourself to the LEP client and explain your reason for calling. Don’t assume that the interpreter or the LEP client is familiar with your organization or its procedures. Take the lead by speaking directly to the LEP client as if he or she were an English speaker. Pause and allow the interpreter to relay your message. Group your thoughts or questions to help the conversation flow naturally and quickly. For example, ask for an address and telephone number in one question.
What should I do to facilitate the interpretation over-the-phone?
Remember to communicate directly with the LEP client, and avoid slang, jargon, acronyms or technical terms that may not interpret well into the other language or culture. You may have to clarify information that the LEP client does not readily understand. Our interpreters are trained to ask for clarification if you use a term that is not familiar to them.
Are your interpreters trained in our industry terminology?
Our interpreters have extensive experience in tailoring their interpretations to our clients’ needs. We partner with industry experts who provide our interpreters with specialized training in medical, court, insurance, financial and other industry-specific terminology. Our interpreters must be familiar with police and 9-1-1 procedures, and also demonstrate excellent customer service skills.
If you use specialized terminology, discuss this with your customer service representative upfront. We may request that you provide us with additional information to help our interpreters familiarize themselves with your industry.
Why do the limited-English conversations seem longer than the English-only conversations?
Our telephone interpreters are required to provide accurate and concise interpretations. They interpret in first person for simplicity and brevity. It is important to remember that they interpret across both languages and cultures, which can make the limited-English conversations longer. You can help facilitate the interpretation by making your message easy for the LEP client to understand. You may need to clarify or elaborate on your message to explain concepts that do not have an equivalent in other languages or cultures.
How do you guarantee confidentiality?
Each of our telephone interpreters signs a confidentiality agreement and is bound by a strict Code of Ethics, ensuring that all the information pertaining to the work we do for you remains strictly confidential. Additionally, our interpreters are required to adhere to HIPAA compliancy standards.
Do you monitor calls for quality?
Yes, we regularly monitor calls to ensure interpreter quality and adherence to our Code of Ethics. We focus on the interpreter’s performance, rather than the conversation itself.
How do you bill for this service?
Usage is billed in one-minute increments, and charges commence when the interpreter comes on the line. Your paper or electronic billing statement will itemize the date, time and duration of the call, as well as the language, interpreter ID number, the personal code of the person who placed the call and our internal reference number.
