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How to Access On Demand Telephone Interpreting

Before making a booking, it is important that you have the following information:

  1. Your Location ID (8-digit number)
  2. Which department or venue you are calling from
  3. Your name and position
  4. The language you require

To make a booking, choose from one of the options below:

  • Call us: 0800 1601 786 or 0330 20 20 345 – 24 hours a day, 365 days a year
  • Schedule a Telephone Interpreter booking online at: www.language-empire.net
  • Schedule a Telephone Interpreter booking by email: bookings@language-empire.com
  • Customer Services: 0330 2020 270 or 0808 1601 786 or 0845 370 2002

Telephone Interpreting is a service that provides instant access to interpreters, with no pre-booking. It covers nearly every language and supports face-to-face environments, as well as three way phone calls.

  • It can be used for person-to-person conversations or three-way conference calls
  • It is available on-demand, should you need a telephone interpreter immediately
  • You can also book our TI service in advance to facilitate scheduled calls
  • You can call us to arrange your on demand TI whenever you require it. You will be asked for the information below.
  1. Your Location ID – this is an eight-digit access code
  2. Your name and the department from which you are calling
  3. The language you require interpreting – if you need help to identify the correct language you can refer to our Language ID Chart for help
  • If the person that requires the TI service is not with you, and you want a three-way conversation, let us know and we will ask you for their contact details so that they can be connected
  • You will be placed on hold momentarily while your call is put through to your interpreter
  • You will be given the interpreter’s ID number
  • If you need any further assistance in identifying the language or dialect you require interpreting, we can provide further help

You can pre-book your TI service online, by email or phone. This is especially useful if you need a very rare language (we can advise you on this).

When you schedule a telephone interpreter, we can guarantee your service at the time you request and in any of the 500+ languages and dialects we offer.

To book your scheduled TI simply log in to our secure LE-LSM™ online booking portal and enter your account number, username and password.

If you cannot access our online portal you can send a completed Interpreter Request Form to bookings@language-empire.com.

You should receive an email acknowledgement. If you do not, please contact us to ensure your request has been received.

You can call our customer services team to book an emergency TI, or if you have any queries relating to a scheduled or planned booking.

When calling about an existing booking, please quote the booking reference number.

  • Clearly tell the interpreter your name and the purpose of your call.
  • Speak a little slower than usual
  • Consider the interpreter as an intermediary who will assist you to communicate with your caller in their language and culture. Speak to the interpreter as if you were speaking directly to your contact
  • Allow the interpreter time to introduce themselves to the Non-English speaker
  • Tell the interpreter what important information you want to convey or get from the Non-English speaker
  • You should note, many qualified and experienced interpreters will speak with an accent. However, this doesn’t impact their ability to interpret accurately
  • Feel free to ask the interpreter to repeat what they have said
  • Be aware of the language and cultural differences between yourself and the Non-English speaker.
  • Allow the interpreter time to digest and interpret the information back to you, and be aware that some languages use more words than English
  • Please be patient with the interpreter and remember that telephone interpretation is a three-way conversation.

Hints & Tips: How to make the most of your Telephone Interpreter

  • When you are first connected with the interpreter, briefly let them know who you are and why you need them. For example: “Hi, I’m a doctor at Middle Road Surgery and I need to ask a Non-English speaking child a few questions to determine how to help them.”
  • Consider the type of equipment you are using. If you are passing one handset between yourself and the Non-English speaker, you should advise the interpreter of this as there may be a time delay. If you are using a speaker phone, also inform them of this method. This will alert them of the methods being used to communicate
  • If there are other people (such as family) in the room, ask them not to speak unless they are directly addressed (as random voices will make the Interpreter’s job more difficult and will lengthen the call, making it more expensive). You may have to ask the interpreter to make this request in the family’s language
  • Always talk to the Non-English speaker in the first person, i.e. “Bruce, how are you feeling today?” Never ask the Interpreter to ask the question, i.e. “Interpreter, please ask Bruce how he is feeling today.” This will ensure a smooth conversation that flows easily and that in turn will shorten the conversation, and ultimately reduce costs
  • The Interpreter’s job is to interpret exactly what you say into the target language, as close to the meaning as possible. They will do the same with the target language, whatever is said by the Non-English speaker, they will interpret back into English. Interpreters will never add, delete or change anything. They will not express opinions or give advice, they are simply an extension of your voice. If the Non-English speaker says that they do not understand, that is what the Interpreter will tell you
  • If you need to have several short conversations with the Non-English speaker over an extended period, you should request an interpreter for each segment. Do not keep the original interpreter on the line when you don’t need to directly communicate with them. You should simply call for a new interpreter whenever you need to converse with the Non-English speaker. Please note, you do not need to use the same interpreter, as they do not need to know what was discussed in prior conversations