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VIDEO RE M OTE INTERP R ETING BEST PRACTICES

VIDEO RE M OTE INTERP R ETING BEST PRACTICES. VRI Essentials $. I n orde r t o e f fect ively provid e V R I services y o u w ill nee d a robust V R I P l atfor m w i t h t h e ab i li t y t o accep t cal l s ac r os s a net w or k o f V i de o In t er p re t er s .

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VIDEO RE M OTE INTERP R ETING BEST PRACTICES

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  1. VIDEOREMOTEINTERPRETING BESTPRACTICES

  2. VRIEssentials$ • Inorder toeffectivelyprovide VRIservicesyouwill needarobustVRIPlatform with • the ability to accept callsacrossa networkofVideo Interpreters. • Platform must behosted ondedicatedserversthataredirectlyconnectedtotheCallCenter servers providing thefollowingfeatures: • VRI Queues • ○Routecallstotheappropriateinterpreters. • CallRouting • ○Enablecallstoberoutedbasedonspecificskill/professionalrequirements,timeofday,typeofclient,etc. • CallTransfer • Allowsabilitytotransfercallsbetweeninterpreters • VCO(VoiceCarryOver)Support • Enableclientstovoicethemselves • Reporting • ○Tracksindividualcallsanddurationbyclient

  3. VRIProviderEquipment/Expertise Needed$ Technicalexpertiseneededto build center infrastructureand provideclientsupport Highquality videoconnectionusing securedports Reportingcapability Redundancy Abilityto acceptand transfer multiplecalls

  4. BenefitsofVRI • Betterserveimmediateand extended • interpreting needs • Providesanaccessibleworkplaceforemployers • Removescommunicationbarriers • Instantaccesstohighlyqualifiedinterpreters • Notravelcosts,mileageor wait-time • Reasonableper-minutevs.per-hourrates • Clearvideoandaudio quality • HighlyCustomizablesolutions

  5. ClientEquipmentNeeded LaptoporTablet equippedwithHDwebcam andVRI software andaccessto highspeedor4Ginternetconnections

  6. HowVRIworks The video callsignalistransmittedfromtheclientsinternalservertotheVRI mediaserver,encrypted acrosstheinternet. Client placesacalltoVRI companyusingastandardVideoPhone, Computer,orTabletwiththecompany’sVRIsoftwareinstalled. TheVRI mediaserversendsthe informationthroughasecure networktunnel thatis directlyconnectedtotheVRIcompany’scallcenterservers Oncetheinterpreter answerstheVRIcall,theVideoInterpreteris directlyconnectedtotheclientandis abletoprovideVideoRemote Interpreting services.

  7. AgencyVRIProvider Pros: Highqualityvideoconnection Reportingcapability Redundancy Abilitytoacceptmultiplecalls SecurevideocentersensuringoversightandprotectionofPII Agencyscreenedandapprovedpersonnel Interpretingsupport/teamingavailableon-site Abilitytotransfercallsbetweenagents/centers Abilitytorollover-flowcallstoagency/businesspartnercenters Abilitytostaffappropriatelytoprovidebothscheduledandondemandservices CommitmenttobestpracticesandCPC Cons: Initialexpensetoimplementandoperate Technicalexpertiseneededtobuildcenterinfrastructureandprovideclientsupport

  8. IndependentVRIProvider Pros: Inexpensiveto operateEasilyimplemented Cons: Noredundancy Noreportingfeatures Nocalltrackingordatacapturetools Uncertainsecurity/PIIProtectionQuestionablebusinessethics Unableto acceptmorethan onecallat atimeLack ofappropriatesupportstaff/team

  9. BestPractices$ • FirstruleofVRI:VRIisNOTeffectiveinallsettings; • SecondruleofVRI:SeeFirstruleofVRI; • ThebenefitofVRIisthatitcanprovideinterpretersondemand,butshouldnotbeconsidereda“discount”serviceortemporarysolutiontoimmediateorextendedinterpretingneeds; • VRIprovidersmusthaveasoundbusinessplanwhich incorporatesoverhead/utilization-underutilization/technology needsandqualityofserviceconsiderations; • VRIprovidersmustbepreparedtorejectopportunitiesiftheydo • notlendthemselvestoappropriateserviceprovision; • Everysituationisuniquesoprovidersandcustomersmustwork togethertocustomizesolutions--customereducationiscrucial; • Oncepartnershipbetweenproviderandcustomerisdefined, protocolsmustbecreatedforinterpretertraining/preparation; • Allcriteriausedinvettingcommunityinterpretersshouldbe appliedwhenchoosingVRIstaff; • Providersmustbeawareoflicensingrequirementsofindividualstatesandpotentialthatpersonnelmustbelicensedinhome- stateaswellasremoteservicelocations;

  10. BestPractices • Attention to detailssuch asappropriate lighting,interpreterdress and background; • Technologicalsolutionsto allowforlive (andinsome instances,virtual) teaming/support • Comprehensivescheduling/forecasting • Constantstatus/feedbackfrominterpretingpersonnelas wellascustomers

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