How to choose the best language service provider

How to choose the best language service provider

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How to choose the best language service provider – Guide

Here it is – your company, proudly built from the ground up up and ready to go global. Whether it’s an e-commerce store, app or software – you set the path for international growth. But there is only one small thing – adapting your product, brand and company information to foreign markets. You might think that what works in your home country will work across borders, or that you just need an English version of your website. The truth is – that’s all in the past.

Today, thanks to the Internet, even small businesses have access to the global market, which means that international customers expect information and services in their native language. This is where translation agencies or language service providers (LSPs) come into play. Language service providers are companies that provide translation, interpreting, localization, language and social coaching solutions.

There are many LSP options and it can be difficult to choose the most suitable provider. Regardless of the nature of your product or service, your content must be perfectly localized and accessible to create a seamless, connected experience for consumers around the world.

How to choose the best language service provider

Safety and operational reliability

Many language service providers are small teams that come and go. Almost all companies will say they are stable and reliable — don’t just take the word for it. Ask them to provide evidence, such as:

  • How long have they been in business? What kind of services do you offer? (For example, TransPerfect has provided language services for over 25 years. These services include over-the-phone interpreting, remote video interpreting, on-site interpreting, language assessment, call center services, document translation and website localization, to name a few.)
  • Do they use call centers or do they only work from home contractors?
  • How do they handle confidential customer information?
  • Are your processes audited? Can you audit your processes on-site?
  • Do they answer calls offshore or keep them in the US?
  • quality of the interpreter

    Interpreters serve as an extension of your business. In most cases, your customers don’t realize that you’re using an outside service to answer their calls. Interpreters should be trained in your company’s industry terms and jargon. They must meet stringent language standards and have their skills assessed regularly. Here are some things to ask:

  • What kind of training do interpreters receive?
  • Do interpreters have specific areas of expertise?
  • How are calls monitored for quality assurance and how often?
  • Is there a formal quality assurance program?
  • Visibility

    A good language service provider should be seen as an extension of your in-house customer service team. As they are helping with your customers and customer calls, they should be able to provide you with valuable information about your business. Be sure to ask these questions:

  • Do they provide an online portal for you to access your calling information?
  • Is this data real-time only or archived?
  • Can you manipulate the data for your own needs?
  • Is this information secure?
  • Is access to this data charged?
  • the infrastructure

    As an extension of your customer service team, you need to access your language service provider quickly and reliably. Waiting on hold or being disconnected from a call is frustrating and ruins your customer’s experience. Be sure to ask your language service provider the following questions:

  • What is the average speed of response (ASA) you can expect? Will they put that in the contract?
  • How is the ASA reported to you?
  • What is the percentage of missed calls?
  • What types of system redundancy are there to ensure you can gain access to their services?
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