I want to share a helpful suggestion about our translation service.
Don't leave a caller on hold for too long while the Language Line Operator looks for a translator.
Usually, when you call the translation service, they pick up quickly and you give them the access codes. The waiting period is when the translation service operator puts you on hold to locate a translator. This can take upwards to 5 minutes. That’s a long time.
During that time, you can switch to the caller to let the caller know that you are working on getting an interpreter. Once a minute can be appropriate. Most callers would feel supported with that approach and stay on the line.
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