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| Paid Research - Membership Required |
| Telephone Interpretation Procurement |
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| Keywords |
| telephone interpreting, telephone interpretation, over-the-phone interpretation, teleinterpreting, teletranslation |
Abstract |
This report consists of three main parts:
- The Vox Populi section reveals the results of a comprehensive survey on telephone interpretation buyer procurement practices, including pricing and decision-making criteria. We include detailed breakdowns of price ranges, both in the general pool of buyers, and within industry-specific segments. We also share a selection of verbatim quotes – unfiltered perspectives of those who purchase TI services – sounding off on the issues they find most important.
- The Analysis section discusses the larger trends represented by the survey data, including details about the buying behaviors of five important TI purchasing groups: Health care, public safety, legal services, financial services, and utilities. In this part of the report, we also provide sourcing specialists with a wealth of sample items that can be included in telephone interpretation requests for proposals (RFPs) – a total of 127 questions in 16 sub-categories – revolving around topics of support, quality, and general company information.
- Finally, the Implications section rounds up our findings and provides insight for both the buyer and supplier sides of the market. We discuss the items suppliers must concentrate on for differentiation in the marketplace in light of buyers’ stated needs, as well as the ways in which technology can provide cost efficiencies and quality improvement. We also explain why – in spite of popular opinion to the contrary – telephone interpretation is not a commodity. This section also includes our predictions for the future of the TI market over the next few years.
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Benefits |
In General:
- Review typical price ranges and procurement practices across five major industries: health care, public safety, financial services, legal services, and utilities.
- Understand the average and median prices across the market in general, and in specific industry verticals.
- Discover the priorities telephone interpretation customers use when selecting vendors.
- Learn which vendor selection criteria matter most to buyers in different industries.
For Buyers:
- Review typical price ranges and procurement practices across five major industries: health care, public safety, financial services, legal services, and utilities.
- Understand the average and median prices across the market in general, and in specific industry verticals, in order to benchmark what you are paying in relation to other companies in your industry and that have similar volumes of usage.
- Obtain sample items that can be included in telephone interpretation requests for proposals (RFPs) – a total of 127 questions in 16 sub-categories – revolving around topics of support, quality, and general company information.
- Find out whether vendors consider you to be a "small," "medium," or "large" customer - and determine whether or not your size can help you with negotiations.
For Suppliers:
- Benchmark pricing against competitors across five major industries: health care, public safety, financial services, legal services, and utilities.
- Understand the average and median prices across the market in general, and in specific industry verticals.
- Discover the priorities telephone interpretation customers use when selecting vendors.
- Learn which vendor selection criteria matter most to buyers in different industries.
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Physical Details |
| Authors: Nataly Kelly |
| Date: 26 June 2009 |
| ISBN: 978-1-933555-67-6 |
| Pages: 36 |
Table of Contents |
Topic
- What You Will Find in This Report
- Past Findings on Telephone Interpretation Purchasing
Vox Populi
- Respondents Represent a Diversity of Industries, Volumes, and Locales
- How Suppliers Bill and Price Telephone Interpreting Services
- The Twelve Criteria That Make or Break a Purchasing Decision
- Across All Industries, Four Must-Have Factors Emerge
- Buyers Grant High Importance to a Second Tier of Criteria
- Other Items Are Nice, but Not Essential
- Buyer Purchasing Preferences Vary Significantly by Industry
- Health Care Buyers Make Up a League of Their Own
- Other Major Industries Behave Differently Too
- Buyers Reveal What They Pay for Telephone Interpretation
- Buyers in Developing Markets Pay Higher Prices
- Highs, Lows, and Averages of Telephone Interpretation Pricing
- The Price of Telephone Interpretation Depends on the Industry
- Sounding Off: What Buyers Really Want from TI Companies
- The Great Price vs. Quality Debate Persists
- Innovation Stagnation and Account Mismanagement Create Pains
- Health Care Buyers Face Additional Barriers
Analysis
- Price Is Just One Piece of the Procurement Puzzle
- For Health Care and Legal Services, Quality Comes First
- Financial Clients Want Quick Connections at a Fair Price
- Speed plus Price Is the Magic Formula for Public Safety and Utilities
- For Buyers, It All Boils Down to Asking the Right Questions
- To Bring or Not to Bring Telephone Interpretation In-House
- TI Vendors Must Differentiate by More than Just Price
Implications
- Telephone Interpretation – Not Exactly a Commodity
- The Future of Telephone Interpreting Procurement
Figures
Figure 1: Industry Breakdown of Telephone Interpreting Buyer Respondents
Figure 2: Telephone Interpreting Buyer Volumes in Minutes per Month (MPM)
Figure 3: How Buyers Are Billed for Telephone Interpreting Services
Figure 4: Telephone Interpretation Pricing Methodologies
Figure 5: What Matters Most to Telephone Interpretation Buyers (All Industries)
Figure 6: What Health Care Buyers Seek in Telephone Interpretation Providers
Figure 7: Per-Minute Prices of Telephone Interpreting Services (All Industries)
Figure 8: Price Distribution of Telephone Interpreting Buyer Respondents
Figure 9: Per-Minute Prices of Telephone Interpreting Services (Health Care)
Figure 10: Per-Minute Prices of Telephone Interpreting Services (Public Safety)
Figure 11: Per-Minute Prices of Telephone Interpreting Services (Financial)
Figure 12: Per-Minute Prices of Telephone Interpreting Services (Utilities)
Figure 13: Per-Minute Prices of Telephone Interpreting Services (Legal Services)
Tables
Table 1: Industry-Specific Telephone Interpretation Purchasing Decision Criteria
Table 2: Median, Average, Lowest, and Highest Prices of Telephone Interpreting
Table 3: Quality-Related Questions for Telephone Interpretation RFPs
Table 4: General Questions for Telephone Interpretation RFPs
Table 5: Support-Related Telephone Interpretation RFP Questions
Table 6: Risk-Related Questions for Telephone Interpretation RFPs |
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