How to gain a better understanding with translating services

How to gain a better understanding with translating services

3rd November 2020

By Leaha James

Hola! As-salamu alaykum! Shwmae! We’re lucky enough to live in a multicultural country where you’re likely to hear many languages spoken on an average high street. 

But if you’re running a service for customers, that can present a challenge. Some clients may not speak English as a first language, making it hard for your advisors to communicate with the people who might need your services the most. 

So how can interpretation and translation services help you effectively navigate language barriers to ensure they receive an equally smooth customer service journey?

What is a translation service?

If your service assists speakers of one particular language on a regular basis –  for example, if you work with the Somali community – then it makes sense for you to employ at least one advisor who speaks their language.

However, if your service is likely to cover a wider audience with a varied language base, or you have only the occasional call where a language barrier is likely to hinder effective communication, then it’s advisable to have a real-time translation service on hand. 


Consider using a telephone interpretation service, involving a three-way phone call between your advisor, your client, and a remote interpreter. Over the phone interpreters will act as a middle man, facilitating the conversation. 

Alternatively, if you have been pondering how to translate an email you have received, they could translate it, or texts between the two languages, for you. 

How to find an online translator

Telephone interpreting services are great, but if all you want to do is translate an email or a simple webpage, there are plenty of  online language interpreter services out there too. 

It’s best to build up a relationship with one company, so they can learn about your clients, challenges, objectives and standards, and check any specialist vocabulary. 

By using human translators, you can be assured of a high quality, nuanced interpretation service. And these days, most are enhancing their work with the aid of technology.

The best translation software

If you remember the early days of the internet, you might well have tried out some online translation services. The results were often hilarious, bearing only the faintest resemblance to the language in question!

Things have come a long way since then. Google and Microsoft both offer good automated translation services, making web browsing a truly international experience.

But perhaps the best translation software of all is that which assists human language experts, helping them with nuance, context, and specialist vocabulary to ensure that their translations really are top-notch.


Computer-assisted Translation (CAT) tools reduce the time it takes to translate a document. One such programme is memoQ, which allows translators to create a glossary, draw on previous translations, add reference materials, and get suggestions from other resources as they type. It has a great memory, and preserves context information in both language directions. 

Another is SDL Trados Studio, which pre-translates a document from its translation memory, allowing human translators to increase the speed at which they work. 

Then there are Language and Content Editing tools, such as MadCap Flare. This is great for technical and medical documents.

Linguee, meanwhile, allows translators to search 1,000,000,000 translations to find the perfect word for a given context. 

In addition, there are ‘localisation’ programmes which help not only to translate documents, but also to ensure they are culturally appropriate – for example, by using kilometres rather than miles, or picking fonts popular in a particular country. 

Whatever your translation needs, you’re sure to find a programme to suit.

Outsourcing translation services

At Connect Assist, we understand the importance of enabling your service users to communicate in the language of their choice. 

High quality translation services are especially important for sensitive topics, such as mental health services; and complex issues, such as money, debt and benefits advice. 

So our contact centre staff can link up with remote telephone interpreters to provide real-time translation in any language on three-way calls. If preferred, they can translate emails or texts instead. 

Either way, you can be assured that the service your clients receive will be seamless, sensitive, accurate and clear. 

Contact us today to find out how outsourcing your contact centre services to Connect Assist can help your organisation. 


If you need our help in developing more effective, meaningful connections with customers, get in touch today.