LLE Language Services Executive Interview
1. Please describe the language services provide that you anticipate will garner the most interest in 2008.
The U.S. Census Bureau reports that over 55 million people across the United States have limited English proficiency. The constant swell of immigration and the increasing awareness of cultural diversity really contribute to the ongoing need for effective and accurate communication; increasingly, organizations of all sizes are constantly redefining how they can better respond to their customer base.
LLE, as the leading language services provider to thousands of government, business, and non-profit organizations across the globe, anticipates an increase in demand for our services within all industries, and are prepared to handle such an influx.
2. Will LLE be introducing new services in 2008? If so, can you give us a “hint” as to what they will be?
Yes - Our vision is to enhance the global communication goals of our clients by being the premier language services provider. Limited English proficient person(s) are constantly driving the channels of communication within an organization, and in turn, these organizations rely on us to enable clear and credible communication.
We plan to continue the personal and professional development of our linguist, employee and client community with a very organic approach. Since our very beginnings over 28 years ago, we have listened to the needs of our clients and answered their demands. Our goal is to increase the reach of our on-demand testing assessment unit, dramatically expand the volume of our translation service delivery through continued investment in project technology, and maximize the global position of our telephone interpretation product.
We also plan to continue offering our value-added services such as our client and linguist portals - free platforms that everyone in the LLE community truly values. 2008 is going to be a very exciting year.
3. What overall impact does globalization have on your business model?
I guess that depends on your definition of globalization. If you are referring to sociocultural or economic globalization, our business model inherently fits into this process. Very simply, our services help people communicate; to understand one another in a wide variety of situations. The uses of our services are varied whether it is to overcome a language barrier in a business meeting, medical situation or social services setting. We recruit for the best application specific linguistic talent possible regardless of their location. We have the capability to employ linguists from around the world to function in a fast paced, on-demand environment. These interpreters and translators must be compliant with the quality standards LLE established 29 years ago. With our model we can satisfy the demand, and needs, of our business, human services and government clients in our core services set: telephone interpretation, email and document translation as well as language proficiency testing and fluency assessment. If you want to communicate, regardless of the application, you must relate to the patient, prospect or client in their language and culture.
4. Apparently you have several competitors that appear to provide similar services. How does LLE differentiate themselves from these other companies?
That is an excellent question, and one I enjoy answering. LLE is more than a language services provider; we are an integrated community of 3,000 linguists and dedicated language professionals working together to deliver excellence in foreign language.
Our key strengths shine through quality, service and value.
LLE prides itself on quality - it’s an obsession. Our quality control processes and procedures are extensive and embedded in all that we do. All of our linguists MUST express native-level mastery in both languages, hold a minimum of a bachelor’s degree or equivalent, have 3 plus years of experience, are able to communicate extensively with industry-specific terminology, have accreditation/memberships to professionally accepted associations, and achieve LLE linguist certification through vigorous proficiency testing and analysis.
Our employees constantly express a genuine interest in foreign language. We come from a diverse background and our sensitivity to cultural nuances and human communication shines every day. LLE hires only the best, and we deliver this value to each and every one of our clients.
We are customer driven. Our customers tell us their needs, and we direct our resources to satisfy those needs. We survey our customers, provide online feedback forums and supply consulting and training programs to assist our customers with the integration of our language services into their enterprise.
Our distributed business model gives us the flexibility to incorporate a wide variety of linguistic resources. Thus, we can give our clients high quality with exceptional service at a price point that is fair and equitable.
All our services are performed by humans. Although we employ technology to assist in expedited submission and delivery process, all our services have the human component. Only a human can totally convey the cultural nuances, proper lexicon and spirit of the message.
We are involved by constantly speaking at local, regional and national venues, educating others on the importance of multi-lingual services and the impact they have on an organization’s bottom line and brand equity.
5. LLE provides on demand telephone interpretation services. Please explain how this process works. Do you have language experts “standing by”?
LLE provides interpreters over the phone 24 hours a day via our LLE-LINK® system. When an organization has a non-English speaking customer on the phone, or in person, they can conference in to LLE-LINK® by dialing an 800 number, hitting their access code and requested language code, and be connected to a professional LLE interpreter within seconds. It’s a very simple, pay-as-you-go 3-step process.
In regards to linguists availability, it is truly a matter of balancing the demand with resources. We have several technology platforms in place that allow us to ensure a linguist is available. When a certain language set becomes low, we simply contact one of our contracted linguists to help.
Furthermore, we are in a constant recruiting mode. For example, on the telephone interpretation side, we are able to attract professional, experienced interpreters due to the fact that they can work from home and set their own scheduled work hours. In addition, with a competitive pay scale and the benefits of the LLE linguist community portal, we are able to retain and engage our linguist community.
6. LLE’s Enterprise Language Solutions provides language services at the point of contact throughout the enterprise. Do you find that there is a significant need for these services at the enterprise level? How are these services being utilized?
Excellent question. Enterprise Language Solutions was designed as an enterprise-wide approach to communication. This type of language support allows an organization to rapidly respond to their non-English speaking prospect or customer at every point of contact - telephone, email, facsimile, voicemail, etc. - anytime, anywhere, and in over 150 different languages.
Our clients have found it very useful to have all communication channels within the enterprise language capable, or “fluent”. They don’t have to search to find an interpreter or translator anymore; or even worst, have to hang-up on the prospect or client. They simply access one or more of our on-demand language services. The quality, ease of use, and speed of the services gives our clients peace of mind and keeps their limited English proficient prospects and clients happy. Their customer service levels increase and their un-serviced requests dramatically decrease.
Multi-channel contact centers have dramatically affected LLE’s demand for service. We developed Enterprise Language Solutions with contact centers in mind, realizing that as their non-English speaking customer population increases, we must be able to provide efficient, customized language support at every point of communication. It only makes sense.
7. At the present time, what languages are the most frequently used? What languages do you anticipate will have a significant growth in usage in the near future?
Spanish, French, Mandarin, Korean and Russian are some of the most frequently requested languages. Due to the percentage of limited English proficient speakers increasing each year, we do anticipate a usage increase of all of our supported languages.
8. Please describe the business case for your most frequently used services. Is there a time when a company should consider employing their own linguistic experts?
The LLE legacy consists of delivering excellence in foreign languages. We maintain that commitment within our linguist community - each and every one of our interpreters or translators are educated, experienced and professional.
When an organization needs immediate access to an interpreter over the phone anytime, anywhere, our LLE-LINK® system delivers in 150 languages. Organizations use this to reach and respond to their limited English customers or prospective customers. They enjoy the on-demand, pay-as-you-go flexibility. Companies across all industries - from healthcare to government utilize this service.
When written communication makes sense, we can help by translating any document into the language of your choice. Our linguists have translated contracts, websites, and advertisements - you name it - into many of our clients’ customers’ language.
In regards to firms utilizing their own linguistic resources, we actually offer online and over-the-phone workforce language assessments for current or prospective employees. Not only do we test for fluency levels, but we can also report on the ability of the bilingual candidate to perform his or her job in-language.