We caught an industrial spy out behind the translation mill this weekend. Good thing his trenchcoat got hung up in the triple strands of barbwire top of the fence after we released the hounds or he would have gotten clean away. In the briefcase handcuffed to his wrist, we found the following top-secret report he had stolen off the CEO’s desk. Yoko was completely pissed off that my memo to her on the state of our telephone interpreter business (stamped double top-secret btw), almost got out. You’ll understand why when you read it.
I just got a brief on our telephone interpretation service stats and they look pretty good, visually speaking.
In the chart below, we’ve sliced up total volume of calls for the last year by language. No surprises here: our language distribution conforms closely to aggregate US demand and population surveys. Of course, among our clients, distribution varies widely. [Redacted].
Customer experience is the most important measure, of course. The average connect time, that is the time it takes an interpreter to get on the line, this last year was 15 seconds, which is pretty good. French was our fastest language at 11 seconds response time average. Less commonly translated Asian languages were a weak point which we hope will has been corrected. Vietnamese at 18 seconds is okay. Cantonese at 25 seconds is a little long but within our level of service commitment. Fukienese, well… let me put it this way, we’re working on Fukienese. Ops tells me these less-than-stellar numbers reflect shakedown problems at the new call center. Harumpf.
But most importantly, not one complaint about our TI service last year. I am interested in finding some. Seriously. Our busy clients may not always have the time to bring their problems to our attention, so I am sometimes concerned that we aren’t getting bad news when we should. If we know about a problem we can fix it, so it’s great to have customers holding flashlights on our leaky pipes.
Keep in mind that this snapshot of our telephone interpreting service is the “old” 1-800-Translate, since all this information is from last year. The new 1800Translate starts today. Actually it was May 1, but I’m running behind schedule.
Look for some long-overdue changes to our telephone interpretation offering to make it as easy and convenient to use as possible in 2014.
PS Don’t forget my salary review:( ͡° ͜ʖ ͡°)
Wow. Did you read that? “Leaky pipes?” This stuff is radioactive. Should this information fall into the wrong hands…
Hang on. I’m getting a red alert from the boss. “See me at once.” Hmmm.. I gotta go.