Over-the-phone interpreting for the country’s largest welfare program delivers security and reliability

The organization needed an over-the-phone interpreting provider that could handle its high volume of calls for more than 130 global languages. More importantly, it needed a partner that could provide a single toll-free number for access to services to support the entire organization, including locations in the U.S. and its Territories, in addition to a single toll number access for worldwide locations where a U.S. toll-free service is not available.

After an exhaustive RFQ process, United Language Group (ULG) was awarded the BPA contract as a sole sourced provider.and delivered a bespoke solution to resolve the lingual challenges of the case.

ULG’s over-the-phone interpreting network leads the industry in reliability, security and scalability making it the ideal solution for the challenges facing the organization.

Due to the sensitive nature of welfare, privacy and confidentiality is crucial for all interpreting scenarios. ULG’s network of more than 7,500 interpreters undergo specialized training and continuous quality monitoring to ensure they are interpreting accurately and following proper security measures. To keep up with the high number of incoming calls, ULG structured the team and allocated ample resources that kept the average connection time to just over 18 seconds per call.

In addition to seamlessly handling the high call volumes, ULG delivered services above and beyond the original contract. ULG’s partnership provided extra interpreting support for the client’s Manila offices. Outside of normal U.S. business hours, the ULG team was able to appropriately staff Japanese interpreters each Friday evening to accommodate the organization’s global needs for over-the-phone interpreting.