INTERPRETER HOLD TIME POLICY

The interpreters may always use this script as soon as the Client asks them to remain on hold:

“Please know that we have a company policy of a 10 Minute hold time unless you require
me to hold longer. Please tell me how long you would want me to wait?”

Once the time on hold is given to the interpreter by the Client, they may wait for that period of
time. Once the period of time is up, the interpreter must verify if the client is back on the line:
"This is the interpreter speaking. Client, are you back on the line?" (Three times)

If after checking/verifying 3 times nobody comes to the line, the interpreter may say: "I am not
able to hear you at this moment, the interpreter will disconnect from the call after holding
for the requested time, thank you for using our services" and the interpreter may
disconnect from the call.

If the LEP is on the line with the interpreter, please thank them for using our services and kindly
let them know that the hold time requested is over thus the interpreter will need to disconnect
but that they may request another interpreter once the client is back on the line.

Wait time in virtual waiting rooms for integration calls is ten minutes.