ELITE

LANGUAGE
SERVICES
P ro t o co l & C a ll h a n d li n g
●
CALLING LEP:
W ha t is th e ad di ti on al pe rs on ’s na m e an d
ph on e
●
nu m be r?
● H ow w ou ld yo u lik e to be in tr od u ce d?
Is th er e an y m es sa ge th at yo u w ou ld lik e to
●
le av e in ca se th ey do n’ t an sw er ?
w
In ca se th ey do no t pi ck u p th e fi rs t ti m e,
ou ld yo u lik e m e to tr y ca lli ng a se co nd ti m
“ T ha nk yo u fo r th at in fo rm at io n, I w ill pl ac e?
ca ll no w , pl ea se ho ld ” e th e
HOLD TIME:
Pl ea se no te th at if no on e re tu rn s to
lin e, ou r po lic y is to di sc on ne ct af te r
ho ld in g fo r 15 m in ut es .
If th e cl ie nt ak s yo u to st ay on th e
lin e: “I w ill be gl ad to ho ld on th e lin e
fo r 15 m in ut es . If yo u ne ed m e to w ai t
fo r lo ng er pl ea se co m e ba ck an d
re fr es h th e ca ll”
If th e cl ie nt do es n’ t co m e ba ck af te r
15 m in ut es , st at e th is in En gl is h on ly :
Th e in te rp re te r ha s ex ce ed ed th e
m ax im um on ho ld ti m e an d w ill pr oc ee d
to di sc on ne ct ”
 5 M INU TE ON HO LD
TIME. W HE N T O U SE IT.
CA LL GO ES SIL EN T BU T
NO CL IEN T ON LY LE P NO T DR OP PE D
If you get a cal l. Bu t th ere is Yo u we re in a cal l an d th e
on ly a LE P on th e lin e. Pr oce ed cal l go es com ple tel y sile nt
wit h 5m in ho ld pro toc ol to see or you are lef t wit h on ly
if en gli sh spe ak er con ne cts th e LE P, pro cee d wit h
5m in ho ld pro toc ol.
 LEP PROVIDING A LOT OF
INFORMATION:
T O T H E C L IE N T : “ T h is is t h e in t
s p ea k in g , I h a ve t o in t er ru p t y o u er p re t er
r
b ec a u s e s h e/ h e is g iv in g m e t o o m cl ie n t
in fo rm a t io n , t o g u a ra n t ee t h e q u u ch
a
in t er p re t a t io n , I w o u ld n ee d t h em li t y o f t h e
s h o rt er p h ra s es . C a n I g o a h ea d t o s p ea k in
to do so? a n d a s k t h em

T O L E P : “ D is cu lp e S r/ S ra , le h a b
in t ér p re t e. P a ra a s eg u ra r la ca li dla s u
a
in t er p re t a ci ó n , le a g ra d ec er é q u e d d e la
in fo rm a ci ó n en s eg m en t o s m á s co m e b ri n d e la
m o m en t o p o r fa vo r. ” rt os. Un
 CLIENT TALKING
TOO FAST:
TO TH E CL IE NT :
“T hi s is th e
in te rp re te r sp ea ki ng ,
to gu ar an te e th e
qu al it y of th e
in te rp re ta ti on , I w ill
ki nd ly as k yo u to
pl ea se sp ea k at a
sl ow er pa ce ”
Uses PROPIO script at
opening with client.
P le as e pr ov id e th e w ho le sc ri pt , av oi d om it
cl ea r an d sh or t se nt en ce s pa rt or on ly ad vi ti ng th e
cl ie nt to sp ea k in sh or t st at em en ts . P le as si ng th e
in fo rm at io n to th e sc ri pt . If yo u ar e in te rr e do n' t ad d
re su m e w it h th e sc ri pt as so on as yo u ca n. u pt ed ,
a ne w cl ie nt w ho jo in s th e lin e la te r in th e If th er e is
pr ov id e th e sc ri pt ag ai n, ap pl ie s w it h op er atca ll pl ea se
w el l. N o ne ed to pr ov id e yo u r fu ll na m e, fi rs to rs as
en ou gh . t na m e is
 Uses PROPIO script at opening
with LEP.
PLE ASE PRO VID E THE WH OLE SCR IPT ,
"HO LA, YO VO Y A SER SU INT ERP RET E DE ESP AÑ OL. TO DO LO QU E UST ED
DIG A VA SER MA NTE NID O CO NFI DEN CIA L E INT ERP RET AD O. LE PID O QU E
PO RFA VO R HA BLE EN OR AC ION ES CO RTA S, LEN TAS , Y CLA RA. DE ESA
MA NER A PO DRE INT ERP RET AR TO DO DE LA ME JOR MA NER A. LE PA REC E
BIE N?"
NO NEE D TO PRO VID E YOU R NA ME TO THE LEP , BUT IT'S OK IF YOU DO .
WH EN THE CLI ENT ASK S YOU TO DIA L, BEF OR E YOU DO PLE ASE ASK THE
CLI ENT HO W THE Y'D LIK E TO BE INT RO DU CED AN D IF THE Y WO ULD LIK E TO
LEA VE A ME SSA GE. SUG GES TIO N: ON CE THE LEP PIC KS UP, DO N'T JUS T
BEG IN WIT H THE SCR IPT , MA KE SUR E YOU HA VE THE RIG HT PER SON ON THE
LIN E AN D INT RO DU CE THE CLI ENT THE N FEE L FRE E TO PRO CEE D WIT H THE
SCR IPT .
Uses Name & ID
at sign off.

Remember to a
ask "Is there a l w a y s
else I can do fo n y t h i ng
then provide bo r y o u ? "
name and ID, n t h y o ur
your ID and pr o t j u s t
with sign off. o c e e d
Keeps the
source speaker
informed
K ee ps th e so ur ce sp ea ke r in fo rm ed
of is su es th at co m e up du ri ng th e
se ss io n. T hi s in cl ud es th e LE P ,
pl ea se le t th e LE P kn ow ab ou t
yo ur in te ra ct io ns w it h th e cl ie nt ,
an d vi ce ve rs a, re m em be r is no t
m an da to ry fo r yo u to as k fo r
pe rm is io n to re qu es t a re pe ti ti on
or cl ar if ic at io n, bu t do in fo rm
ev er yo ne .
 Avoids interrupting and
talking over others.
It 's o k t o in t e r r u p t lo n g w in d e d s p e a k e r s a
lo n g a s w e d o it p o li t e ly a n d r e m in d t h e m t s
s p e a k in s h o r t s t a t e m e n t s , s t o p p in g s o m e o o
b y s p e a k in g o v e r t h e m o r s a y in g " o k o k o k " n e
n o t a p r o p e r in t e r v e n t io n . is