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Telephone Interpretation: The Demand Side
 
Keywords
Telephone interpretation, telephone interpreting, over-the-phone interpretation, interpreting market size, teletranslation, teleinterpreting, remote language mediation, telephone translation, phone interpreters, on-demand interpretation.

Abstract
This report reviews the demand for spoken language interpreting services delivered via telephone. It covers the following areas of interest:
  • Market drivers. We discuss the main drivers of the telephone interpreting market, including immigration, domestic multiculturalization, and language policy.
  • Purchasing. We present a decision matrix for buying telephone interpreting. We also discuss add-ons that buyers can request when negotiating with telephone interpreting providers.
  • Pricing. We describe how telephone interpreting prices are determined. We consider basic questions buyers should expect.
  • Recommendations. We offer various recommendations that buyers can use to select providers, work with existing vendors, and enhance levels of service.

Benefits
In General:  This report provides an overview of the demand side of telephone interpretation services. It includes a breakdown of the areas of need for the service, and a description of key market drivers.
For Buyers: Procurement officers and sourcing specialists at corporations, hospitals, government agencies, military and intelligence units, and non-governmental organizations will learn where the demand for telephone interpreting is found, how purchasing decisions are made, what factors determine pricing, and how to work with vendors. The information in this report can be used to help make more informed decisions about suppliers and create more successful RFP and tendering processes.
For Suppliers: Language service providers (LSPs) that currently provide telephone interpreting services will learn more about the demand for telephone interpreting services and market drivers that impact growth. This report will help providers better understand their buyers’ decision-making criteria. LSPs interested in adding telephone interpreting to their portfolios will be able to analyze this possibility with a more informed perspective.

Physical Details
Authors: Nataly Kelly, Renato S. Beninatto, and Donald A. DePalma
Date: 16 June 2008
ISBN: 9781933555546
Pages: 25

Companies
  • Language services providers. CanTalk, Certified Languages International, China One Call, CTS Language Link, Cyracom, E-C Translation & Localization, Fluential, Geslingua, ISM Interprétariat, LLE, Language Line Services, Language Services Associates, Lionbridge, Lyric Labs, Manpower Business Solutions, NetworkOmni, Pacific Interpreters, Polyglot Systems, Semantix, SpeakLike, Telelanguage, thebigword Group, Tolketjeneste, TransPerfect, Voxtec.
  • Related offerings. Fluential S-MINDS, Language Services Associates InterpreTrak, Polyglot Systems’ ProLingua, Telelanguage Interpreter Management and Scheduling Software (IMSS), thebigword Language Director,Voxtec Phraselator P2, Voxtec SQUID SQ.200.

Table of Contents
  • Topic
    • Multicultural Societies Require On-Demand Interpretation
    • What This Report Covers
  • Demand
    • Millions of Immigrants, Hundreds of Tongues
    • In the U.S., Spanish Leads a Litany of Languages
    • Oh, Market Demand, Where Art Thou?
      • Government Users Comprise a Significant Portion of Demand
      • The Line Between Government and Business Spaces Is Sometimes Blurry
      • Tens of Thousands of Businesses Use Telephone Interpreting
    • Private and Public Sector Views Differ, Affecting Demand
    • U.S. Government Users Often Respond Better to Sticks than to Carrots
  • Purchasing
    • Decision Matrix for Buying Telephone Interpreting
    • Add-Ons Can Make or Break a Deal
      • Buyers Want Relief from Training Pains
      • Technology Innovations Are Few and Far Between
    • How Customers Buy Telephone Interpretation
    • Usage Levels and Language Mixes Dictate Price Per Minute
    • Three Basic Questions Determine Pricing
  • Recommendations
    • Buyers Have Many Ways to Obtain Better Service
      • Unique Business Needs Dictate Vendor Selection
      • Before Jumping Ship, Work With Your Existing Supplier
      • Enhance Levels of Service by Improving Upon the Status Quo
  • Glossary
  • Figures
    • Figure 1: Map of Fastest-Growing Languages in Customer Office Locations
    • Figure 2: Where Telephone Interpretation Happens
    • Figure 3: Major Areas of Known Telephone Interpreting Need
    • Figure 4: Sampling of Telephone Interpreting Use Cases in the Travel Industry
    • Figure 5: Major Decision Criteria for Telephone Interpreting Purchasing
    • Figure 6: Branded Dual Receiver Phone
  • Tables
    • Table 1: Top 10 Languages Requested by State (April 2008), Alabama -Michigan
    • Table 2: Top 10 Languages Requested by State (April 2008), Nebraska - Vermont
    • Table 3: Top 10 Languages Requested by State (April 2008), Virginia - Wyoming