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LanguageLine Solutions Enterprise Brochure
- 1. Language Access Solutions Bridginglanguage barriers builds business Companies / Agencies / Organizations
- 2. 2 U.S. Hispanic market buying power$1.6T in 20182 85% decide to purchase when the information is in their language 5 Global spending power of $40T2 More than 85% of the world’s online population has made a purchase.3 Populations that speak languages other than English prefer to do business in the language they understand. Grow Revenue / Increase Productivity / Enhance Image / Boost Customer Satisfaction / Comply with Regulations 1 U.S. Census 2013 2 The Multicultural Economy 2013 The University of Georgia, Terry College of Business, Selig Center for Economic Growth 3 Nielsen Global Online Survey 4 Mediacom 2015 5 2014 Common Sense Advisory Report “Can’t Read, Won’t Buy” 80% desire customer care in their own language5 74% say that they’re more likely to purchase the same brand again if the after-sales care is in their language.5 Speaking the language of your customer makes a world of difference. Increase revenue and reach more buyers Provide outstanding customer service Comply with ADA Standards and other language access requirements Seize Global Online Opportunities Reach the growing U.S. non-English speaking population U.S. Asian market buying power $962B in 20182 61.7M in 2013 grown 3x in U.S. since 19801 Provide meaningful access in the spoken and written word in more than 200 languages and American Sign Language to serve all your customers 80% prefer mother tongue website purchases5 72% will only buy products sold in their preferred language5 2015 online spending power is $1.5T4 1 in 5 speaks a language other than English at home 1
- 3. 3 The industry’s mostdependable provider Quality Linguists „„ Only 1 in 10 applicants hired „„ Ongoing training and support „„ Quality Assurance and monitoring „„ Average annual investment in our linguists exceeds many of our competitors annual earnings Systems Safety and Security „„ Complete 100+ security and business continuity client audits annually in Finance, Insurance, Biotech, Healthcare, Utilities, and Government sectors „„ True global comprehensive Insurance and Liability Policy Financial Stability „„ 5x revenue of our nearest competitor „„ Revenues exceed the next 13 competitors combined Innovation „„ Single largest technology investment in the history of the language industry to support client needs „„ Faster, clearer connections to interpreters „„ New cutting edge solutions 10 of the top 10 9 of the top 10 Medical Facilities Insurance Companies 7 out of the top 1000s of 10 Commerical Banks Government Agencies The Proven Partner The trusted Partner 25k 96% Clients Client Retention Experienced The Premier Partner SECURE
- 4. Written LanguageLine® TranslationSM „„ Signage/Brochures/Manuals/Forms „„ VitalDocuments/Contracts „„ Technical Publications „„ Marketing Materials LanguageLine® LocalizationSM „„ Websites and Online Applications „„ Multimedia „„ Training Materials/eLearning „„ Software Bilingual TESTING AND TRAINING LanguageLine Academy® TESTING „„ Language Proficiency Testing —— Employment Candidates —— Front Line Staff —— Call Agents „„ Interpreter Skills Testing —— In-house Interpreters TRAINING „„ Interpreter Skill Training „„ Medical and Court Courses Spoken and SIGNed LanguageLine® Over-the-PhoneSM Interpreting „„ On-demand access in 200+ Languages 24/7/365 „„ Standard situations, lasting 15 minutes or less „„ Direct ResponseSM fields inbound calls, in-language LanguageUC® Video Remote Interpreting „„ On demand access 13+ Languages and American Sign Language „„ Audio access in 200+ Languages 24/7/365 „„ Challenging situations benefitting from visual cues and facial expressions „„ Encounters lasting 60 minutes or less LanguageLine® OnsiteSM Interpreting „„ By appointment in 95+ languages and American Sign Language „„ Complex, critical, sensitive situations „„ Group meetings/conferences/conventions „„ Encounters lasting 60 minutes or longer Personal InterpreterSM App „„ On-demand access in 200+ languages 24/7/365 „„ Infrequent, spontaneous interpreting need „„ Credit card billing „„ Available via phone line or iPhone app Language Access at All Touch Points Bridge Language and Cultural Barriers Improve Productivity / Maximize Revenue / Decrease Expense / Enhance Image / Boost Customer Satisfaction / Build Loyalty / Comply with Regulations and Laws 4 Only LanguageLine Solutions enables you to communicate in any situation Intermediate needs „„ Insurance coverage and support „„ Recorded statements „„ Financial products „„ Government programs Secure, Professional Language Support customer service „„ Account inquiries „„ New accounts/basic transactions „„ Setting appointments Complex/regulated legal encounters „„ Medical and legal interactions „„ Sworn testimony „„ Business negotiations „„ Tech support
- 5. 5 We’re proud toconnect you to the very best linguists in the world Our nearly 8,000 experienced linguists can be trusted to do their job, so you can focus on yours. „„ Only the best applicants that pass rigorous tests and screening, demonstrate that they can learn, retain and utilize new information and skills, and can pass background checks, are hired by LanguageLine Solutions. That’s just 1 in 10. We’re that selective. „„ We set the industry standard for interpreter quality across a wide array of specialties including finance, healthcare, legal, and more. „„ We evaluate interpreter candidates’ skills through our proprietary Interpreter Skills Assessment test developed with more than 30 years’ experience. The rigorous, criterion-referenced test is designed to specifically evaluate interpretation skills. „„ We assign a Senior Language Specialist to each interpreter and provide hands-on training and coaching during their 18-month development program. Interpreters receive an internally developed, industry-specific glossary to assist them on calls. „„ All interpreters are strictly managed by a stringent Interpreter Code of Ethics to protect the confidentiality of client information and to enforce professionalism in every interpretation. „„ Our American Sign Language interpreters are nationally certified. „„ Our translators, editors and proofreaders are full-time, professional translators who have a minimum of five years of experience. We do not use part-timers, college students or unqualified bilinguals. „„ We provide our interpreters up to 80 hours of training based on their level of experience and proficiency. The program consists of courses in customer service, professional skills, ethics, and industry terminology supporting banking, insurance and common business practices. „„ Our trained, tested and monitored interpreters provide HIPAA compliant, accurate meaning-for-meaning interpreting with cultural sensitivity 24/7/365 in more than 200 languages.
- 6. Facilitate understanding ofthe written word LanguageLine® TranslationSM provides translation of documents, written materials, and media from one language into another ensuring understanding for your organization’s clients or employees. Translation provides essential information about your organization, products and services. LanguageLine® LocalizationSM experts ensure that client-facing materials and websites are culturally appropriate while maintaining consistency with your original message. „„ Introduce your brand to rapidly growing multicultural markets at home and around the globe to grow revenue. „„ Simplify HR and training functions for global organizations. „„ Dispatch projects easily and securely, track status and archive completed translation projects within our HIPAA compliant LingoNET® portal. „„ Our strict performance standards deliver the highest quality deliverables on time, every time. Core Services: „„ Document Translation (print and digital) „„ Localization (websites/software/mobile apps) „„ Multimedia (audio/video/Flash engineering) „„ eLearning (online apps/simulations) LanguageLine Translation and Localization We complete our translation and localization projects with a 99.8% on-time delivery. 1 Common Sense Advisory Report 2012 6 59% of Fortune 500 companies continue to make greater investments in translation solutions every year.1
- 7. 7 LanguageLine Academy Build confidencein the bilingual fluency of your front-line staff LanguageLine Academy® enables you to utilize the language skills of your front- line staff with confidence, whether they work in a branch office, call center or retail location. As the experienced industry leader, each year we conduct thousands of language assessments and trainings for hundreds of clients so you can be assured that our programs deliver exceptional results. After successful completion of our courses, your staff will be qualified and skilled to effectively communicate in their target language, delivering an outstanding client experience. To provide proof of language skills for human resources tracking, we provide detailed testing results via a written report with a Proof of Competency or a Certificate of Completion for candidates who pass. With more than 10 years’ experience, LanguageLine Academy offers tests to ensure competency in a range of disciplines: „„ Language Proficiency Test „„ Bilingual Fluency Assessment „„ Interpreter Readiness Assessment Be confident your staff’s bilingual skills are customer appropriate. Our tests are externally validated by professionals from the Monterey Institute of International Studies, the University of Maryland, and the Defense Language Institute Foreign Language Center. „„ Interpreter Skills Test „„ Medical Certification Test „„ Court Certification Test Easy Online Scheduling and Testing LanguageLine Academy’s eLanguage Proficiency Test enables candidates to take the Language Proficiency Test online, at any time. Human examiners (not machines) rate recorded test responses and provide results within five days. The LanguageLine Solutions eLPT platform easily integrates into corporate HR platforms like Hire IQ, HireVue, and Taleo so you can integrate language proficiency assessments into your hiring process for bilingual positions.
- 8. Whether you facelanguage barriers on the phone or in person, trained over-the- phone interpreters deliver immediate and professional language support in more than 200 languages, 24/7/365. Effective communication enables busy organizations to increase sales by tapping multicultural markets, promoting your brand, and operating more efficiently. LanguageLine Solutions removes language barriers for thousands of organizations nationwide, supporting a broad range of services: „„ Financial Services „„ Insurance „„ Manufacturing „„ Retail Over-the-phone interpreting offers organizations a flexible and cost-effective solution to deliver outstanding customer service. „„ Connect to the highest quality professional interpreters in seconds. Clear communication increases first call resolution, lowers average call handle times, removes bottlenecks and improves productivity. „„ Communicate in full confidence. Annually, we undergo scores of our clients’ security and business continuity audits to meet their stringent data and systems security and confidentiality requirements. „„ Access comprehensive online reporting to ensure operational efficiencies, understand client demographics and monitor business trends. „„ Ensure smooth service roll-out and staff awareness using our customized support materials to maximize your investment. Language access signage provides public awareness that interpreter services are available. „„ Use any telephone or LanguageLine’s 1Solution dual handset phone, pre- programmed and ready to use. Additional phone equipment is also available. Direct Response LanguageLine® Direct ResponseSM allows a limited English proficient person to call you with one of our qualified interpreters already on the line. LEP callers dial a dedicated toll-free number, are greeted with your customized in-language message and are paired with an interpreter before your phone even rings, saving time and increasing productivity. Direct Response improves your operational efficiency and the customer experience, seamlessly directing callers to serve their needs — ideal for customer service support and international clients. Personal Interpreter Personal InterpreterSM will help you build lasting customer relationships without the formality of a contract. Set up an account within minutes, securely billed to your credit card, for instant access to professional interpreters any place, any time, in more than 200 languages. And, download the Personal Interpreter iPhone App from the App Store. LanguageLine Over-the-Phone Interpreting Deliver effective communication of the spoken word „„ Services/Business Process Outsourcing „„ Health Care „„ Travel/Hospitality „„ Utilities/Telecom 8 LanguageLine Solutions facilitates 24,000,000 calls every year. That’s a new personal interaction every second.
- 9. LanguageUC Provide powerful videoremote interpreting LanguageLine Solutions LanguageUC ® video remote interpreting (VRI) enhances understanding with visual cues and facial expressions to reduce misunderstandings and improve the customer service experience. Build immediate trust, rapport and cooperation by communicating virtually face-to-face, in language or through American Sign Language (ASL). Save valuable time and expense when you offer fast, one-touch access to trained, professional interpreters on your own tablet, phone or laptop/PC. „„ Language availability: —— Spanish and ASL 24/7/365 —— 12+ top spoken languages on-demand Monday-Friday, 5 a.m. to 8 p.m. —— Audio-only interpreters are available in more than 200 languages 24/7/365 „„ Video interpreting sessions are held in private to ensure confidentiality. „„ American Sign Language interpreters are nationally certified. „„ Support language access requirements of ADA and other regulations. „„ White board option allows the interpreter to write on the screen in both languages to reinforce and emphasize details and instructions. „„ Use your own device. No need for expensive, specialized equipment or IT investment. „„ Superior technology for clear communication via WiFi, Ethernet or cellular. „„ Encrypted network access through your existing network for privacy and security compliance. „„ Our customized implementation materials optimize your investment. Language access posters and Language ID displays provide awareness to customers. „„ Quick reference guides and materials allow easy access instructions for staff. „„ Hardware options are available, including iPads and our Interpreter on Wheels rolling cart. View the LanguageUC video: www.languageline.com/solutions/video-interpretation/ PT. 9 LanguageUC provides an additional layer of clarity when the customer and interpreter can see each other.
- 10. 10 Trust us toprovide a dependable onsite solution so you can support staff productivity and ensure compliance. LanguageLine Onsite Interpreting Dependable delivery of face-to-face interpreting LanguageLine® Onsite InterpretingSM is designed to support organizations that have an ongoing need for dependable face-to-face interpretation in spoken languages and American Sign Language (ASL). When a professional interpreter needs to be physically present to fulfill compliance for acute, sensitive, or extended encounters, LanguageLine Onsite interpreting ensures understanding and compassionate communication. Onsite is ideal for sensitive discussions, extended engagements, business negotiations, group discussions, or other complicated situations. We are committed to creating a reliable, customized onsite solution that meets your unique needs. What truly distinguishes LanguageLine Onsite from any other interpreting service provider is our dedication to quality. We fill every assignment with quality interpreters for an exceptional level of commitment, response and dependability. We also maintain a staff of interpreter managers whose chief responsibility is to recruit, hire, mentor and supervise all onsite interpreters, conducting announced and unannounced observations of assignments. This level of supervision is unprecedented in our industry. „„ Onsite ASL interpreters are nationally certified. „„ Culturally sensitive – the gender and dialect of the interpreter can be specified. „„ Scheduling and reporting is easy and secure through our innovative, online portal. „„ Check for onsite interpreting availability in your area.
- 11. 11 2 5 0 0 0 Number ofClients and counting... Join the more than 25,000 clients who have depended on us for more than 30 years to be their trusted language access provider. Your success is our success Total and complete client satisfaction Our goal is total and complete client satisfaction. To support our commitment, you will be assigned a trained and experienced account executive who will assist you in creating and managing a language access program that meets your organization’s needs. Customization maximizes your investment LanguageLine Solutions cares that your language access program is successful and maximizes your investment through customization. We can customize call flows to meet the diverse needs of the clients you serve. We provide support materials and quick reference guides to access interpreters easily. Train staff with our intuitive, step-by-step guides and training videos to deploy language services throughout your organization. Empower your staff to become language services experts to provide outstanding customer care. Secure, compliant, and dependable for your protection The security and confidentiality of our clients’ information is our top priority, and you can be sure it is handled with the utmost care. In fact, each year we successfully complete scores of our clients’ security assessments, risk evaluations and reviews of internal controls and personnel policies, continually ensuring our premises and personnel meet our clients stringent requirements. LanguageLine Solutions’ policies and practices have stood the test of time for industries as demanding as health care, banking and government. In our 32 year history we have never experienced a breach in security. Beyond that, the company has built business continuity into its state-of-the-art telephony infrastructure, based upon two fully redundant operational centers 2,000 miles apart, to ensure clients have access to service through any situation. MyLanguageLine online reporting to monitor your usage Our HIPAA compliant, online reporting platform, MyLanguageLineSM , provides access to your account data, any time, any day. Create, download and schedule custom reports and analysis to track results for specific markets or programs. Review current and past invoices to help you increase productivity and manage expenses. The demographic statistics are ideal for internal management reporting and marketing results. For your security, MyLanguageLine is accessed by authorized contacts only.
- 12. „„ Review ourLanguage Lists: www.languageline.com/customer-service/languages/ 1-800-752-6096 | CustomerCare@LanguageLine.com | www.LanguageLine.com www.LanguageLine.com You care. We understand. A Greek Interpreter Over the eight years that I’ve been a Greek interpreter, I’ve had so many profound experiences where I’ve felt I’ve made a difference. I’ve had the exhilarating experiences of helping save people in emergencies and accidents. I’ve been fortunate enough to be the voice that gave parents joyous news of a healthy pregnancy and told a frantic mother that her child’s fever had broken and he would be just fine. I like to think I make a difference on every call — sometimes in a small way and sometimes in a very big way. An elderly woman was visiting her husband and got lost in the huge building. She was frantic. Upon hearing my voice speaking her language, she began crying from relief, “You understand me?! Thank God! You understand me! You understand me!” I remember that woman’s voice and words every single day. Our commitment as your partner Thank you for considering LanguageLine Solutions as your language access program partner. Let’s work together to enable communication in any situation. LanguageLine Solutions is committed to total and complete client satisfaction. This goal drives everything we do. In anticipation of your future needs, pioneering technologies, platforms, and products are in constant development to ensure you have access to unsurpassed, industry-leading language access services. LanguageLine Solutions started the over-the-phone interpreting industry more than 30 years ago. Today, we are one of the top four largest language services providers in the world, offering a full suite of solutions including over-the-phone, onsite, and LanguageUC ® video remote interpreting, translation and localization, as well as testing and training. Trusted by more than 25,000 clients and growing, we are proud to provide the most experience, advanced technology, and latest innovations. LanguageLine Solutions facilitates 24,000,000 calls every year. That’s a new personal interaction every second. Helpful links: „„ Watch us in action: ww.youtube.com/user/LanguageLineSolution ©2015LanguageLineSolutions/Allrightsreserved./06.19.15/www.LanguageLine.com Our interpreters make a difference on every call...