Remote Interpreting

Remote interpreting is an effective tool for many unforeseen situations. However, it is important to understand its capabilities and limitations and choose the best option.

Translation by phone

Translation by phone involves a three-way call, where one participant speaks in one language, the interpreter listens and translates, and the other participant listens and responds in their own language. Only a telephone or conference call system is needed for this type of translation, which provides quick access to translation services in unexpected situations. Conversations are usually short. Such translations tend to be cheaper than other types of interpreting due to their brevity. It is also not essential that all participants are present at the same time, which saves on travel costs. However, there are some disadvantages to remote telephone interpreting. For example, the interpreter cannot see the body language, facial expressions or environment of any of the participants. Visual information is very helpful in understanding the context and nuances of a conversation. Poor connectivity or background noise can make understanding and translating a conversation very difficult. It can also be more challenging to establish rapport between participants and manage the conversation, particularly if there are more than two people present or if the participants are very expressive.

Remote interpreting using video platform

Remote interpreting using video platforms is an efficient way of facilitating communication in a variety of settings. This is very similar to telephone interpreting, but with video conferencing technology. All participants (or at least the main speakers and the interpreter) are visible on the screen. Participants require devices with a camera and microphone (e.g. smartphones, tablets or computers), a stable internet connection and a video conferencing platform (e.g. Zoom or Teams). Having the video chat translated remotely allows facial expressions to be seen, which greatly improves understanding and the quality of communication.

The conversation will be much closer and more immersive than if you were to translate over the phone. This type of interpretation retains many of the advantages of telephone interpretation, such as speed, flexibility of participants’ locations and lower cost than on-site interpretation. However, remote interpreting can also have some disadvantages. Good equipment and a stable, fast internet connection are required for all participants. A quiet environment is also necessary, as background noise or poor lighting can be distracting. While video helps, it is still not the same as being physically present.

Remote translation is indispensable in urgent situations, when emergency assistance is needed or on-site translation is impractical, too expensive or impossible.

Remote translation services are most commonly used in

• healthcare for assistance in reception areas, short consultations to discuss test results and registration of appointments;
• in customer service for call centres, banks, insurance companies and government institutions;
• and in business for short internal or external calls, quick questions, dealing with governmental issues in other countries, international audits and dealing with clients who speak other languages.

As with other interpreting services, remote interpreting requires adequate preparation. Provide the interpreter with the context of the situation, the topic and the purpose of the conversation. If the communication is remote, provide the interpreter with materials and documents in advance. If possible, provide terminology. If it is a customer service interview, provide details of the situation you want to clarify. Before you start the call, check the connection, audio and video quality, and make sure the headset and microphone are working and that background noise is reduced. Speak clearly and avoid interrupting each other during the interpretation.

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