One of the most significant technological advances in the language services industry over the past decade has been the development, improvement, and wide-scale implementation of over-the-phone interpretation (OPI) services, sometimes known simply as ‘telephonic interpreting.’ In this week’s blog, we are going to talk about what is over-the-phone interpreting (OPI) and how does it work.
OPI services first appeared in the United States in the early 1980s, and over the next decade began to gain traction in several industries, including financial services, telecommunications, healthcare, and public safety. In its earliest incarnation, telephonic interpreting required the use of corded dual-headset phones to access the service, which could be either purchased or rented by the organizations that needed to access the service.
Eventually, the technology changed dramatically, and while the dual-headset telephone equipment is still available from some providers, the advent of broadband Internet service and smartphones has generally rendered the old equipment obsolete. Now, anyone with a smartphone (or regular telephone) can easily access over-the-phone interpreting (OPI) services.
How Do OPI Systems Work?
Generally speaking, all that is required to access OPI services is a telephone with conference call capabilities. While there are many providers and resellers of OPI services with slightly different platforms and instructions, most of them involve the following basic steps:
- Call the toll-free number assigned to you by your provider;
- Your call will be answered by a Customer Service Representative (CSR) who will ask for your name and access code (also assigned to you by your provider);
- The CSR will ask which language(s) you need to be interpreted. If you do not know the language of the Limited English Proficient (LEP) person with whom you will be speaking, the CSR can often assist in identifying the language.
Note: Many providers also provide printed language identification cards or posters with a list of languages written in English and the target language, to which the LEP person can simply point.
- If you need to join with a third-party, provide that phone number to the CSR who will connect the calls;
- The CSR will then connect you to an interpreter in the requested language.
While most OPI providers offer 24/7/365 direct access to interpreters, you may have a special request, such as a specific subject area (e.g., legal, medical/healthcare, finance, etc.) in which you may need an interpreter specialized in one of these fields. Or, the LEP person may prefer an interpreter of a particular gender or may need to send documents that the interpreter will need to refer to during the call. In these instances, you can contact a CSR via the toll-free number in advance to schedule an appointment when an interpretation with the required specifications will be available.
As with other forms of interpretation, telephonic interpreters typically go through a rigorous recruitment and vetting process that includes a minimum number of years of professional interpreting experience, certifications, references, and they must pass an interpretation test. Many OPI providers also require additional specialized training for their interpreters, such as how to handle emergency (9-1-1) calls and more. Therefore, you can be assured that when using an OPI service, you will have an experienced, qualified, and professional interpreter to assist you.
The Benefits of Over-the-Phone Interpreting
OPI services offer many benefits and have become a crucial part of the Language Access Plans (LAP) for many federal, state, and local government agencies. Some of the key benefits of over-the-phone interpretation are:
- Speed: It can take anywhere from 24-72 hours to secure an on-site interpreter, and even longer for languages of lesser diffusion (i.e., “exotic” or less common languages). As most OPI services are available 24/7/365, you can connect with an interpreter in a matter of minutes;
- Cost: Unlike traditional on-site interpretation that is usually charged per hour or per day (with a minimum number of hours), over-the-phone interpretation is charged per minute, with costs accruing only when you are connected with the interpreter. Therefore, if you need a Spanish interpreter for a meeting, and the meeting lasts for 15 minutes, you would likely need to pay an on-site interpreter a minimum charge of two (2) hours, whereas you would only be charged 15 minutes with an OPI service;
- Flexibility: With OPI, not only can you access the interpreting service at any time of day, but you also have the flexibility to access an interpreter anywhere as long as you have a phone. You can call from your office, from home, and even your car (as long as you are using a hands-free telephone, of course!);
- Access to Almost Any Language: If you are working with an LEP person who speaks a language of lesser diffusion, it can sometimes be nearly impossible to find an interpreter in your local area for an in-person appointment. It is also a frequent occurrence that the few numbers of qualified interpreters in your area are already booked up. However, OPI services allow you to connect with an interpreter in almost any language you can imagine within minutes.
Of course, while there are many benefits to over-the-phone interpretation, it is not always the best choice depending on the needs of a particular assignment. For example, in a complex legal setting, such as a court case, it may be preferable to have an interpreter physically present. Also, telephonic interpreting does not allow the interpreter and LEP person to read body language and facial cues, which can be important in communication. To counter that drawback, however, video remote interpreting (VRI) has become increasingly popular in recent years.
Conclusion
The advent of over-the-phone interpreting (OPI) technology in recent years has been a boon both to the language services industry, but most importantly, in providing better access to interpretation services for those who need them. It has the key benefits of being simple to use, available 24/7/365, in almost any language, and any location.
At Translation Source, we hope that you now understand more thoroughly what is over-the-phone interpretation (OPI) and how it works. If you need expert OPI services, please contact us at (800) 413-7838 or info@translation-source.com, and we will be happy to assist you!
