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Telephone Interpreting Usage Continues Growing to Meet Demand for Multilingual Communication in Healthcare, Legal, and B2C Settings
(Boston, MA) – It enables hospitals, courts, and businesses to convey messages to millions of people each day. Entire populations would be unable to communicate without it. Many travelers rely on this service in an emergency. The communication tool in question? Over-the-phone interpreting services, which make up an estimated US$994.18 million worldwide in 2011, or 3.40% of the total language services market, up from 3.26% in 2010. Findings from independent market research firm Common Sense Advisory show the telephone interpreting sector is growing and making up a larger share of the total language services market than in the past.

"Telephone interpreting is a field that is growing throughout the world," explains Nataly Kelly, Chief Research Officer at Common Sense Advisory. "Fueled primarily by immigration and language policy, this area of the language services market has continued to grow at a fast pace in spite of the economic downturn."

Telephone interpreting resisted the recession from 2007 through 2010, with 96% of buyers stating that the need for TI services increased during this period. More than a quarter of healthcare buyers (26.2%) and non-healthcare buyers (28.8%) expect TI volumes to grow by more than 15% per year from 2011 to 2013.

The firm’s report, "Trends in Telephone Interpreting," includes:
  • Results of a survey of 192 buyers of TI services
  • TI buyer views of managing one vs. many service providers
  • Call volumes based on language mix; and the trend toward outsourcing
  • The amount of potential demand in the market for TI services
  • Estimated replacement of face-to-face interpreters with TI
  • Average cost per minute buyers are paying for TI services broken down by industry and language (Spanish versus non-Spanish)
  • What buyers plan to do when their current contracts with TI providers expire
While thousands of companies sell over-the-phone interpreting services, fewer than two dozen firms worldwide earn more than US$1 million from TI. Most of these companies are based in the United States, where the bulk of the global demand is concentrated. While there are companies with significant contracts in places like the United Kingdom, Sweden, Australia, and the Netherlands, the market is most mature in North America, where the services have evolved over the past few decades.

For more information about Common Sense Advisory’s research, visit http://www.commonsenseadvisory.com.

About Common Sense Advisory
Common Sense Advisory, Inc. is an independent research and analysis firm specializing in the on- and offline operations driving business globalization, internationalization, localization, translation, and interpretation. Its research, consulting, and training help organizations improve the quality of their global business operations. For more information, visit: www.commonsenseadvisory.com or www.twitter.com/CSA_Research.
Submitted On: 9/24/2011

Common Sense Advisory research and analysts are frequently cited in the New York Times, International Herald Tribune, Wall Street Journal, Boston Globe, Fortune Magazine, Inc Magazine, and BusinessWeek.
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