TYPE OF CALLS

OPI & VRI

 OPI PROTOCOL
● Audio calls OPENING
‘Hello my name is XXX, my ID is NUMBER and I am your LANGUAGE
interpreter. How may I help you?’
NORMAL
DIAL OUT
OPENING
‘Hello my name is XXX, my ID is NUMBER and I am your LANGUAGE interpreter. It seems you will require a dial out to the number
XXX-XXX-XXXX, is that correct?’

‘Would you like to provide me the name of the person you’re calling and a VM if they don’t answer?’

‘Anything else before we proceed?’

REPETITIONS AND CLARIFICATIONS

‘Excuse the interpreter, may I ask you for a repetition?’
‘Excuse the interpreter may I ask your client/patient for a repetition?’
‘Excuse me, as the interpreter, can you please repeat XXX term?’
‘Excuse me, as the interpreter, I just asked for a repetition of XXX term.’ CLOSURE
‘Excuse me, as the interpreter I need to ask your client/patient to clarify XXX.’ ‘Anything else I can assist you with?... Thank you,
‘Excuse me, as the interpreter, I need you to clarify XXX.’ LANGUAGE interpreter #12345 is disconnecting.’
 HOLD TIME POLICY: UNSPECIFIED HOLD TIME

● If the client has asked the interpreter to hold but doesn’t specify for how long, then the interpreter will hold for no more than 10 minutes:

❖ At 5 minutes in both languages: ‘This is the interpreter speaking I am continuing to hold as requested and can hold for 5
more minutes’
❖ At the 10-minutes in both languages: ‘The interpreter has waited a full 10 minutes and will now be disconnecting. Thank
you.’

SPECIFIC HOLD TIME REQUESTED

● The interpreter will hold for the requested time:

❖ Every 10-minutes, in both languages: ‘This is the interpreter speaking, I am continuing to hold at your request’.
❖ If the client has not returned by the stated time: In both languages: ‘The interpreter has held for the requested time; I
will hold for an additional 5 minutes and will then have to disconnect.’
❖ After that additional 5 minutes: In both Languages: ‘This is the interpreter speaking, I have held for the requested time
and will now disconnect. Thank you.’
 DROP CALLS

We DO NOT get paid for dead time. If Client DROPS from the call and you are left alone with LEP:

● Ask LEP for a moment and refresh

❖ ‘Excuse the interpreter, are you in the line?’
● Wait for client to respond and if no answer then advise situation to LEP and advise per protocol you can wait only for 5
minutes, if LEP wants to wait you may hold those 5 minutes only and when time is over use protocol:
❖ ‘Excuse the interpreter, my protocol is to wait only for 5 minutes, due to client disconnected, I will have to
drop from this call, please call back so we can offer our services, thank you for using our services have a
nice day’
● Keep in mind that, any time that LEP asks you to stay and wait, you can use same protocol in target language and
advise you are just an interpreter and they will have to call us back, apologize and close the call in the target language.
❖ ‘Excuse me, I’m just the interpreter, my protocol is to wait only for 5 minutes, due to client disconnected, I
will have to drop from this call, please call back the client, I apologize again, thank you for using our
services have a nice day’
 CLIENT INTAKE
● Some calls might require some information in order to comply with HIPAA and privacy rules. Whenever you see an intake form,
Please read it carefully and fill every slot.

● Remember client intake is to be filled with the English Client and their customer’s information (LEP), be careful to NOT put your
own information as interpreter.

❖ After opening statement, ‘it seems we have to make a short intake first…’
e.g.:
‘Could you provide me your first and last name?’
 REPORTS
If you have any situation in a call which may seem off, any issues like drop calls, ghost calls, connection issues, client intakes,
etc., please make sure to report immediately on the CHAT to have a good backup for Quality Purposes.

● Go to the Boostlingo chat and report anything that may seem off, out of ordinary, technical issue, calls that are OVER 1
HOUR DURATION or LESS THAN 3 MIN DURATION. You may take the information from the Call Rating window. Make sure
to always rate the Client with 5 stars, any Quality issue report on the CHAT only. Clients will be rating you as well, remember to
be polite, professional and accurate!
What to report:

● To report any issues and log in/out times make sure to use the general chat:
❖ Log in and out of shift. (SOS and EOS)
❖ Call reports for any issue: power outage, internet outage, connection issues, sudden disconnection/drop calls,
calls over an hour etc.
❖ Break and Lunch time. (BRK, Lunch)
❖ Restroom break (RR)
● Always reporting using the format:
❖ ID (Your Name) - Call Info - time - Brief explanation of what happened
❖ 15497 SOS @ 8:00 pst (Start of Shift)
❖ 15497 RR or BRK or Lunch out @ 8:00 pst
❖ RR or BRK or Lunch in @ 8:05 pst
❖ EOS @ 4:00 pst (End of Shift)
● TESTS THAT MUST BE TAKEN WHEN YOU BEGIN YOUR SHIFT:
❖ https://www.speedtest.net/
❖ https://networktest.twilio.com/