MNET Services>Telecom Voice>Interpretation Services>Frequently Asked Questions (FAQ)

What is interpretation?

Interpretation is the oral transmittal of a message from one language into another. The interpretation is not word-for-word, but rather is meaning-for-meaning. Interpreters analyze the original message and choose words that most accurately convey the true meaning.

Are your interpreters trained in our industry terminology?

Interpreters are trained to handle terms from a variety of industries. They are also trained to ask for clarification if you use a term they do not know. The interpreters have hundreds of hours of experience interpreting, and tailor the interpretation to the varied requirements of the customers. If possible, it is recommended that you avoid using slang, jargon, acronyms or technical terms. As you would with any conversation, clarify details as necessary.

How long does it take to reach an interpreter?

You will usually reach one within 60 seconds after the Client ID and 6-digit Access Code have been entered.

When should I use this service?

You can use this service for face-to-face meetings or when receiving or placing calls with non-English speakers. If you receive a call, say "one moment, please." The person who doesn't speak English usually understands this phrase, or comprehends that you are trying to find someone to help.

How do we identify the language that a caller is speaking?

On the phone, ask the non-English speakers what language they speak.

If you are face-to-face, use the yellow Language Identification Card (provided separately).

What if it turns out that I have guessed the wrong language?

If you are not sure of the language, it is better that you press 0 when the automated attendant says "Press 1 for Spanish." The representative will help with an interpreter for the most likely language. If you find that the language you requested is incorrect, ask the interpreter to find a more appropriate interpreter. Or, tell the interpreter that you are hanging up and redialing the service; when you redial, press 0 and you will be transferred to a representative who can help identify the language.

Why do non-English conversations seem to take so long?

The goal of the interpreter is to be accurate and clear. It is important to recognize that not only are you going across languages, but also cultures. Concepts familiar to English speakers often require explanation or elaboration in other languages. You can help facilitate the interpretation by making your message as easy as possible for the non-English speaker and the interpreter to understand.

What confidentiality guarantees do I have?

All the interpreters are bound by a strict code of conduct, ensuring that all information pertaining for Language Line customers remains strictly confidential. Interpreters routinely destroy all notes.

Are calls monitored for quality?

Yes, a group of quality specialists regularly monitors calls to ensure interpreter quality. Quality specialists are bound by strict code of ethics and are trained to focus on the performance of the interpreter, not on your conversion.

Can I just transfer a call to an interpreter?

No, the interpreter serves as a communications conduit between you and your non-English speaking customer. The conversation is dependent on you for direction during the call. You take the lead and provide the subject matter expertise regarding your business or organization. The interpreter relays the information back and forth.

Can I call if I am face-to-face with the person?

Yes, follow the face-to-face instructions.

Are calls recorded?

No, calls are merely clocked for billing purposes. For emergency agencies such as law enforcement, we recommend that the agency begin the call via their own telecommunication center's recording equipment.

Can I reach an interpreter at any time?

Yes, the service is available 24 hours a day, 7 days a week.

What does the service cost?

Contact your telecommuncations coordinator for rate information.