Interpreter Training 2: Third Party Dial-outs

What is a third party dial-out when taking interpreting calls?

Initiating a call to a language service provider to connect an interpreter.

Placing a call to a technical support representative for assistance.

Dialing the Limited English Proficient (LEP), as requested by the client.

Asking a friend to join the conversation during an interpreting call.

What are the three questions we must always ask when conducting a third-party dial-out in interpreting calls?

"What is the client's preferred language, mode of communication, and time zone?"

"What is the client's address, occupation, and date of birth?"

"Is the client available now, do they prefer written communication, and what is their preferred communication device?"

"May I have the name of the person being dialed, how would you like to be introduced, and any voicemail message instructions?"

What happens if you do not reach the intended person in a third-party dial-out?

Leave a voicemail as instructed by the client or proceed with the introduction if the Limited English Proficient (LEP) person answers.

End the call immediately and inform the client that the connection was unsuccessful.

Contact technical support to troubleshoot the connection issue.

Retry the call once and, if unsuccessful, terminate the interpreting session.

Who is the operator and what do they do?

The operator is an automated system that generates interpreting scripts for the session.

The operator is a co-interpreter who joins the call to assist with language nuances.

The operator is a live representative responsible for managing and coordinating interpreting calls. They initiate calls, provide essential information to interpreters, and assist in scenarios like third-party dial-outs.

The operator is a technical support representative responsible for troubleshooting connection issues during interpreting sessions.

If we are unable to place a dial-out what should we do?

Attempt to place the dial-out repeatedly until successful.

Inform the client that, currently, you are unable to place a dial-out due to system limitations on your end. Advise them to call back and request this service from one of the customer service representatives.

Proceed with the call using alternative communication methods.

End the call and wait for the client to contact technical support.

Interpreter Training 2: Third Party Dial-outs

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