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© 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk...
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© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk Presentation to: European Emergency Number Association Brussels, 6 th &7 th June 2007 [email protected]
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Transcript of © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk...
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Presentation to:European Emergency Number Association
Brussels, 6th &7th June 2007
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Language Line Services: Language Line Services: AgendaAgenda
• Company Overview
• Telephone Interpreting
– Languages, Technology Infrastructure
– Interpreters
– How It Works
• Telephone Use in Emergency Situations
• Translations Services
• Summary
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Language Line Services: Language Line Services: Company OverviewCompany Overview
• 25 + years experience: Telephone Interpreting & Translation Services
• Largest Global provider of Telephone Interpreting
• 170+ languages available. • Average connection time to a professional interpreter <1 minute.• 2,600+ scheduled Interpreters• Interpreter availability 98.9%, 24/7/365
• 15,000 clients, 20 countries, millions of calls/year.
• Emergency Services: Ambulance, Fire, Police, International Security Firms • Commercial Telecoms, Finance & Insurance, Pharmaceuticals/Biotech, IT
• Risk Management Processes.
• Volume Surge Team for Crisis Management (9/11, 7/7)• £Multi-million w/w insurance to cover all aspects of service• Multiple call centres ensures world-class Disaster Recovery
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
AcholiAfrikaansAkanAlbanianAmharicArabicArmenianAssyrianAzerbaijaniBahnarBambaraBasqueBelorussianBengaliBerberBosnianBulgarianBurmeseCakchiqueCantoneseCatalanChaldeanChao-ChowChavacanoCherokeeCroatianCzechDakotaDanishDariDinkaDutchEstonianEweFarsiFijianFinnishFlemishFrenchCanadian
FrenchFukieneseFulaFuzhouGaGaddangGaelicGeorgianGermanGreekGujaratiHaitianCreoleHakkaHausaHebrewHindiHmongHubeiHungarianHunaneseIbanagIboIcelandicIgboIlocanoIndonesianItalianJakartaneseJapaneseJaraiJavaneseKanjobalKashmiriKhmer(Cambodian)KoreanKrioKurdish
KurmanjiLakotaLaotianLatvianLingalaLithuanianLugandaLuxembourgeoisMacedonianMalayMalagasyMalayalamMalteseMandarinMandinkaMankonMarathiMienMixtecoMongolianNavajoNeapolitanNepaliPidginEnglishNorwegianNuerOromoPampanganPangasinanPapiamentoPashtoPidgin EnglishPolishPortuguesePortuguese CreolePunjabiRhade
RomanianRussianSamoanSangoSerbianShanghaiSicilianSinhaleseSindhiSlovakSlovenianSomaliSoraniSpanishSwahiliSwedishSzechuanTagalogTaiwaneseTamilTeluguThaiTibetanTigreTigrinyaToishaneseTonganToucouleurTshilubaTurkishUkrainianUrduVietnameseVisayanWelshWolofYiddishYorubaYupik
170 Languages as standard170 Languages as standard
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Language Line ServicesLanguage Line ServicesGlobal NetworkGlobal Network
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Technical Specification:Technical Specification: Disaster Recovery capabilityDisaster Recovery capability
• UK base in Canary Wharf, London• Multiple connections to local power stations• N+1 Power Generators• N+1 UPS (Uninterruptible Power Supply)
• Multi-site call flow • 8 internationally distributed state of the art call centres.
• Multiple critical service components including;• Fibre Access facilities. Optical and T1/T3/E1 multiplexers.• PBX architecture.IVR platforms.• CTI, SUN / Oracle databases. (Oracle Recovery Mgr).• CISCO 2751 Modular Routers & AIM-2 Compression.
• Business Continuity Plan.• Dedicated Volume Surge Team.
• Full time IT team of 30 personnel
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
• Rigorous screening and recruiting process– Ensures high quality interpreters– Only 1 out of every 15 applicants are selected
• Our interpreters must demonstrate competency and skills in:– Language proficiency in both native and non-native language– Strong understanding of the culture of both languages– Interpreter skills in an OPI environment– Understanding of industry terminology– Memory and note-taking skills– Customer service skills
Language Line Services:Language Line Services:
Interpreter QualityInterpreter Quality
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
• Continuous monitoring– Dedicated Quality Assurance Department to ensure on-going interpreter
feedback– Service observations and a tracking form are used to record, track and
monitor results
• Continuous Training– On-going training is core to our Interpreter Quality Program– Customer Service and Industry training are provided
• LLS Interpretation Quality Recognized – Have established standards guide to language interpretation– LLS is the only organization that meets the standards
Language Line Services:Language Line Services:
Interpreter Quality Interpreter Quality
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Language Line Services: Language Line Services:
Protecting Confidential DataProtecting Confidential Data
• All Interpreters are required to sign a Confidentiality and Non-Disclosure Agreement as an employment prerequisite
• Each Interpreter must adhere to a strict Code of Ethics
– Code of Ethics shall limit the Interpreter to only interpreting and they shall not give advise or express opinion
– Call confidentiality and information gained during a call shall not be communicated, published or in any way divulged
• This, among other things, ensures that LLS meets the confidentiality requirements of all major International legal standards.
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
• Enables access for entire population
•Tourists
•Business Travelers
•Domestic non-nationals
•Increases speed of emergency investigations
•Improves emergency staff efficiency in crisis
•Call operators
•Medical/police/emergency advisors
• Increases relevant emergency response
•Reduces automatic “blue-light” call outs.
Member of public
LLS Interpreter
Emergency Service
Telephone Interpreting Telephone Interpreting
Use in Emergency ServicesUse in Emergency Services
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Language Line Services:Language Line Services:Dual Handset TelephonesDual Handset Telephones
Hygienic – both parties have a personal handset, safeguarding against contagions potentially spread through sharing a single handset.
Secure – sensitive information can be shared confidentially, without using a speakerphone.
Simple – LLS access number is programmed into the phone, making it easier than ever to get an interpreter.
Speed – no need to pass a handset back and forth between you and the non-English speaker .
Efficient – works as a standard phone and doesn’t take up additional desk space or lines.
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Telephone Interpreting Service Telephone Interpreting Service Standard Call ProcessStandard Call Process
• Call 0845 310 9900 easy access number.
• 4 Questions;
1. What is your ID number?
2. What language please?
3. What is your organisation name?
4. What is your personal code?
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Language Line Services:Language Line Services:Pay as You go InterpretingPay as You go Interpreting
Language Line works with government agencies and businesses bringing users of Language Services to our website.
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Language Line Services Language Line Services Written TranslationsWritten Translations
Definition: The process of taking the written word of one language (source) and putting it accurately and succinctly into one or more languages (target).
Aim: To clearly convey the meaning of the original text, read smoothly in the target language and be free from spelling and grammatical errors.
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
• Documentation Translation
• Website Localisation and Content Management
• Multilingual Desktop Publishing
• Audio Recording/Subtitling/Dubbing/Captioning
• Audio/Video Post Production
• Marketing Communications/Ad Campaigns
• E-mail Communications
• Braille & Transcriptions
Our Services
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Pitfalls!Pitfalls!
“We take your bags and send them in all directions”
Sign at Airline Ticket Office in Copenhagen
“Teeth extracted by latest methodists”
Sign in a dentists office in Hong Kong
“Stop – Drive Sideways”
Diversion sign in Kyushi, Japan
“Drop your pants here for best results”
Sign in dry-cleaning store in Thailand
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
LLS Approach to TranslationLLS Approach to Translation
Our commitment to quality
Security and convenience
Track record
Our complete Language Solution offering
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Language Line ServicesLanguage Line ServicesTranslationsTranslations
Emergency Services:
• International Helpdesks
• Police
• Fire and Rescue
Health Services:
• Hospitals,
• Pharmaceutical
Utilities
Financial Services
IT/Helpdesks
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Language Line Services TranslationsLanguage Line Services TranslationsHow We Do ItHow We Do It
• Professionally Qualified Linguists, Not Machine Processed
• Minimum LLS Requirements
– Degree/Masters in Translations Studies
– Proven 3 years Translations Experience
– Membership of Institute of Translations or Institute of Linguistics
– Bound Codes of Ethics & Confidentiality
– Only 8% Candidates are selected
• Expert Knowledge of Language Specific Software
• Industry Specific (e.g. Health, Finance, Legal, Marketing)
• Translate into Native Language - Cultural Match
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
Project ManagementProject Management
• One point of contact for your project
• Discuss Brief & Takes Ownership for Delivery
• Quality Control (ISO 9001:2000)
• Manage Translators & Process
• Timely delivery
© 2007 Language Line Services Confidential Information w w w . L a n g u a g e l i n e . c o .uk
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