Telephone Interpretation Services Users' Guide

Lionbridge Interpretation Services 1050 Winter Street, Suite 2300

Waltham, MA 02451

Telephone Interpretation Services Users' Guide

LACMTA: Customer Relations

http://www.metro.net/around/

Lionbridge Confidential 2016 2

Thank You for Choosing Lionbridge

We are very pleased for the opportunity to work with the Los Angeles County Metropolitan Transit Authority and to service your telephone interpretation service requests. This Users' Guide is designed as a resource for your calls with your non-English speaking clients. We hope you find its contents helpful. If there's any other information you need from us to facilitate your customer calls, please let us know. We're at your service.

Table of Contents Instruction Sheet ….………………………………………………………………… 3 "Please Hold for an Interpreter" …………………………………………………. 4 Tips for Using Interpreters ………………………………………………………… 5 Your Account Team/About Lionbridge…………………………………………. 6


Instruction Sheet

Please see below the easy-to-follow instructions when needing an on-demand interpreter. Step 1. Call our telephonic interpretations hotline: 1-877-715-0110

Step 2. Enter your 8-digit PIN number:

Customer Relations Caller: 4152-8108 Step 3. Select language needed:

Press 1 for Spanish Press 2 for Mandarin Press 3 for Russian Press 4 for Vietnamese Press 5 for Portuguese Press 6 for Creole Press 7 for French Press 8 for Korean Press 9 for Arabic Press 0 for All Other Languages or to Connect with an Operator

Step 4. Connect with interpreter Please provide the interpreter with a short introduction at the start of the call, as well as a brief background on the nature of the call. To avoid unauthorized use of your account, please do not give out the toll-free phone number or pin code to your clients. Tips for Use and Faster Connection Time:

Be sure to enter your PIN # prior to pressing “0” for an operator Listen to all of the prompts carefully

o Failure to enter the appropriate information at the time of the prompt will delay call routing

If you know the option for language needed, it can be pressed at any time during the language menu prompt


Please note that Lionbridge requires English to be one of the languages in the language pair. Also, note that connection times may vary depending on language requested and call arrival time. "Please Hold for an Interpreter …"

Below is a phonetic translation to aid you with your calls in select languages.

Language Phonetic Pronunciation

Arabic: “min FUDluck daKEEka”

Armenian: “spaSEK tarkmaNEEchee hamar”

Cantonese: “dong fan YIHK yun”

Croatian: “MOLim vas preechekai THE tuMAch”

French (Canadian): “aton DEI pur l’enterPRET”

French: “aton DEI pur l’enterPRET”

German: “bitte VARten zee awf den DOLmetcher”

Greek: "ParakalO perimEnete gia na sindethIte me ton dierminEa”

Haitian Creole: “tan seel vu plei Nu pwal sheshei yuMUN kee parLEI creeOL

Hmong: “ta ta du mong tsailU”

Italian: “aTENda per un inTERpretei”

Japanese: “neeHONgo tsuyaKU o oMAchee kudaSAI”

Khmer: “som jam NEH bo prai”

Korean: “tong yog eul geeda ree SEIyo”

Laotian “kalu naTA nai paSA”

Mandarin: “ching deng yuwee fan YEE”

Polish: “PROsham proCHEkatch na tuMAcha”

Russian: “pa dazh DEEtyeh peeree VODcheeka”

Spanish: “por favor esPERei a un inTEIRpretei”

Tagalog: “magHEEN tai po ka YO sa interpreter”

Vietnamese: “seen jeh dhong zihk vien”


Tips for Using Interpreters

It's important to us at Lionbridge that your phone conversation with a non-English speaking client be as successful as possible. To assist with this, we offer you the following tips when working with Lionbridge interpreters:

At the beginning of the call, the interpreter will introduce himself/herself and ask for your instructions. Please introduce yourself and give the interpreter any necessary directives.

Please eliminate any background noises so the interpreter can hear your comments

clearly. If you are not certain of the language required by your client, our operators are trained

to help you determine the language. Please speak clearly at a moderate rate of speed. Pause every two to three sentences to

let the interpreter interpret what you said. Please instruct your parties to speak one at a time. Remember that the interpreter can

interpret only one voice at a time. The interpreter may at times request your permission to look up an unfamiliar word in a

dictionary. Please allow the interpreter time to do so to ensure that your statement is fully interpreted.

The interpreter’s duty is to interpret exactly what is being said between your parties,

without adding or changing your statement’s meaning. The interpreter should not be expected to conduct your call. Therefore, please stay on the line for the duration of the call. Inform the interpreter when he/she is excused at the end of the call.

Please do not ask the interpreter for their direct phone number. All calls must be

placed through the Lionbridge telephone system so that they are properly timed. If you are disconnected, call the Lionbridge toll-free number and dial “0” for a live Lionbridge operator.

Please do not ask the interpreter to conference call in an additional party. Our

interpreters’ phones are not equipped for this type of transaction. If you do not have conference calling capability, call the LIONBRIDGE toll-free number and dial “0” for a live Lionbridge operator.

If you have any questions or concerns, please direct them to your Lionbridge Program Manager. Please do not direct them to the interpreter.


Your Account Team David Clegg Program Manager [email protected] (202) 747-1203 Rebecca Randall Telephonic Operations Manager [email protected] (202) 747-1214 If you have any suggestion for how we can improve our services for you, please contact us without hesitation. We're also happy to discuss with you any of our other Lionbridge services:

• Translation/Localization • E-Learning • On-Site Interpretation • Technical Writing

About Lionbridge

Lionbridge enables more than 800 world-leading brands to increase international market share, speed adoption of products and effectively engage their customers in local markets worldwide. Using our innovative cloud technology platforms and our global crowd of more than 100,000 professional cloud workers, we provide translation, online marketing, global content management and application testing solutions that ensure global brand consistency, local relevancy and technical usability across all touch points of the customer lifecycle. Based in Waltham, Mass., Lionbridge maintains solution centers in 26 countries. To learn more, visit http://www.lionbridge.com. Lionbridge Fast Facts + Founded: 1996 + Headquarters: Waltham, Massachusetts, United States + Employees: 4,500 + Locations: Solution Centers in 26 countries + NASDAQ: LIOX

mailto:[email protected]

mailto:[email protected]

http://www.lionbridge.com/

Agent LEP Procedure

Caller comes in on the regular line and requests assistance in one of the supported

languages (see below)

Circle advertised language on LEP Log sheet or write in the appropriate other language

Ask caller to please wait as you connect to a translator

Press the conference key, which place the caller on soft hold and give you a dial tone

Dial LEP (9-1-877-715-0110) which will dial the translation service

At the voice menu, enter the pin: 4152-8108

Once accepted, enter the menu choice for the desired language

The system will respond with “Please hold for an interpreter” followed by music

Press the conference key to re-engage the caller

If you choose options 2-9, the system will give you a call reference number and start time to log before the interpreter comes on the line

If you choose option 0, ask the interpreter for the call reference number

Once the interpreter comes on the line, introduce yourself and explain what is needed

Proceed as you would with a California Relay call using all the appropriate protocols, phrases and courtesy

At the end of the call, thank and excuse the interpreter

Release call

Be sure all appropriate information has been logged

Supported Languages Option Arabic 9 Armenian* 0 Cambodian* 0 Creole 6 French 7 Japanese* 0 Korean* 8 Mandarin* 2 Portuguese 5 Russian* 3 Spanish* 1 Thai* 0 Vietnamese* 4 All others 0

*Advertised languages. Spanish calls are handled internally by Metro bilingual agents unless you are directed to do otherwise.

Metro Information Agent LEP Procedure

Introduction:

“Hello. I’m ____________________ from the Metro call center in Los Angeles.

I have a caller who speaks ____________________ and needs help to get

information for travel assistance.”

TAP Information Agent LEP Procedure

Introduction:

“Hello. I’m ____________________ from the TAP call center in Los Angeles.

I have a caller who speaks ____________________ and needs help to get

information about his/her TAP card.”

Language Assistance for LEP Log

Agent Name:

Date Language Reference Number Start Time End Time

Armenian Cambodian Japanese Korean Mandarin Russian Tagalog Vietnamese

Other ________________________________


Other ________________________________


Other ________________________________


Other ________________________________

Turn in to the on-duty supervisor at the end of each week or day as directed

Language Assistance for LEP

Agent Name:

Date Language Reference Number Start Time End Time


Other ________________________________


Other ________________________________


Other ________________________________


Other ________________________________

Turn in to the on-duty supervisor at the end of each week or day as directed

Documents

Telephone Interpretation Services Users' Guide