TransPerfect Interpretation Services Guide
*See "Warm Transfers & Conference Calls" under "Systems" for instructions on how to complete a conference call from the Webex Contact Center. The instructions below are for conference calls from the physical phone in your workspace.
If someone is calling into FRCC, you will conference in TransPerfect to provide interpretation for the conversation.
· Press the conference button on the physical phone. The conference button has an image of three people.
o You will then be able to dial the number for TransPerfect. Note that the caller will have hold music playing on their end while we are working on connecting with TransPerfect.
· Dial 855-886-2901 and enter our account code 5009798.
· You will then state the language that you are needing. For example, you will say “Spanish” or “Russian”.
o The system will then connect you with an interpreter.
o For common languages, it may take 20-30 seconds or less to get an interpreter on the phone.
· Once you are ready to connect the call, press the button on the phone under “Call”.
If you need to call out to someone, you will need to call TransPerfect first.
· Dial 855-886-2901 and enter our account code 5009798.
· State the language you need. Once you have the interpreter on the phone, let them know a bit about the conversation you are planning to have. Additionally, you will provide them with the message you will want them to leave if the individual you are calling does not answer.
· If the individual does answer, remember to keep your communication to 2-3 sentence segments to give the interpreter time to translate.
Let the caller know that you are going to connect with an interpreter.
Try to only speak 2-3 sentences at a time to give the interpreter time to speak to the caller.
You will want to speak to the caller, not to the interpreter.
Avoid using acronyms or humor. They do not translate well often. Speak fully and directly.
During over-the-phone interpretation calls, one person speaks at a time.
When the interpreter comes on the line, introduce yourself and provide background on the conversation's goals.
Some interpreters may have accented English—ask them to repeat responses if needed.
Allow the interpreter a few moments to introduce themselves to your customer/caller.
Expect some delay while the interpreter elicits information from the non-English speaker.
Different languages often require a different number of words.
Chatter will occur between the interpreter and the non-English speaker as the communication bridge is built.
Request input from the interpreter as to what the non-English speaker is conveying.
Speak directly to the customer/caller; conversation should flow as if the interpreter isn't even there.
Interpreters are required to interpret everything said by you and the customer/caller. Speaking in the third person may create confusion.
To ensure accuracy and retention, limit your questions/responses to two or three sentences.
To better manage the communication process, interpreters may ask you to repeat or clarify information.
This will primarily be used for American Sign Language (ASL) interpretation in which the video function on the iPad will be utilized to provide an interpreter real-time for the student or guest.
· Open the “TransPerfect Interpretation” app on the iPad.
· Click the video icon next to American Sign Language. Additionally, you can click the phone icon next to any other language if needed for the interaction.
· All you need to do from here is wait for the interpreter to join the call.
Login for TransPerfect App
Client ID: 4107059
PIN: 1680