How does a client know if an interpretation agency is doing a good job? Here are some factors to consider:
-Attention to client needs. If a client has an urgent need, such as ordering an interpreter for an appointment scheduled to start in two hours or finding out if a client has an interpreter for a very rare African dialect, how long will it take the agency to respond to the client? Every agency should have a pathway for clients to get immediate attention in these situations, preferably by phone or email. Urgent voice mails and emails should receive a response within thirty minutes agenzia interpretariato. One way agencies can be more attentive to client needs to have each language coordinator be an expert on certain clients. This means that if there is ever an urgent/important issue with a client the issue will be referred to the appropriate language coordinator for a quick resolution.
-Organization skills. If a client has a question for an agency, how quickly can the agency answer? The agency’s database, file organization and operating procedures will go a long way in answering this question. A client may inquire about a broad range of issues such as: Which interpreter went to an assignment three months ago? What are the agency’s cancellations policies? What is the procedure for providing feedback about an interpreter? Agencies should have standardized procedures to deal with these types of requests so that when they arise the client’s questions can be answered quickly. These standardized procedures should be reviewed and updated periodically to ensure they are serving current client needs.
-Meeting the client’s performance standards. Clients will have certain performance standards that are unique, such as: confirmations must be made with the client by email/client’s website, interpreters must arrive to appointments 15 minutes early, all interpretation hours must be pre-authorized by a supervisor, a certain dress code must be followed etc. It is up to the agency to know the performance standards of each of its clients and make sure interpreters are aware of these standards. Failure to meet a client’s standards could result in difficulties for the agency and the client and could ultimately lead to the client choosing another provider for their interpretation and translation needs. Agencies should have periodic contact with client representatives who determine performance standards so that the client and the agency are always on the same page regarding what is expected of interpreters sent by the agency.