Federal Government and GSA
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The Challenge
A Federal Agency with a large interpretation program used by hundreds of agents needed real-time visibility into the availability of over-the-phone interpreters covering dozens of languages.
The Analysis
Access to a limited pool of highly trained and certified linguists needed to be efficiently distributed across a large pool of users.
The Implementation
Prisma's Language Ops team was tasked with pulling information from various real-time sources including live interpretation platform information, interpreter logs, and language demand patterns, and turn that into a clean, secure dashboard for agents to use to check the availability of any given language at any time.
The Result
Solution
A secure, dedicated dashboard that brought together real-time availability information, enabling agents to ascertain interpreter availabilty, allowing the agents to spend more time helping their customers and saving valuable time.
Informational Requirement
from 10 days to < 3.5 days
Efficiency score
Significantly reduced agents' on-hold wait time (up to 70%)
Contract compliance score
100%
Impact
Language Ops include not only streamlining translation and interpretation processes, but also the sharing of key information to improve a team's performance.
If you are wondering how technology solutions can benefit your team's performance, feel free to schedule a complementary discovery call with Prisma's Language Operations Solutions Team.