BOOSTLINGO PROTOCOL:

▶ OPENING STATEMENT 🎧:

1. This is _____ your Spanish interpreter ID 1234567. How can I assist you
today?

2. Hola seré su intérprete el día de hoy. (PROSEGUIR CON LO QUE DIJO EL

MÉDICO EN PRIMERA PERSONA)

3. Excuse the interpreter, we may proceed now.

▶ DIAL OUT 🎧:

1. What is the name and the number of the person we are dialing today?
2. Would you like me to leave a message if the call goes to voicemail?
3. How would you like to be introduced?
4. ¿Any other information before proceeding with the dial out?

▶ INTAKE FORMS 🎧:

You will say your opening statement normally:

“Hello this is ____ your SPANISH Interpreter ID 1234567" and then can add
“Excuse the interpreter sir may you please help me to answer a few questions
that I have?”, or “Excuse the interpreter sir may you please help me to fill out
an intake form? I just need your Reference ID#....”

▸ See below examples on Opening statement together with Client intake:

1. “Hello this is ____ your SPANISH interpreter ID 1234567, for Company

policy, in order to proceed may you please help me to verify some questions?
May you provide me with your patient’s name and last name?”

2. “Hello this is _____ your SPANISH interpreter ID 1234567, to offer a better

service I need to complete a few questions on this form, may you please
provide me with your name?”

3. “Hello this is ____ your SPANISH Interpreter ID 1234567, may you please
help me with a few questions on an intake form? would you mind providing me
with your patient’s medical record number?”

So, once you have said your opening:

1. Ask each question you see on the client intake.

2. Questions that have a star * are required to ask.
3. Questions that do not have the star are not required but still have to be
asked to the client.
- Once intake is done you can proceed with the call.

▸ What if the client asks why I need to answer that?

You may use protocol and kindly explain that per company policy or to offer a
better service you need to complete that form.

▶ CLOSING STATEMENT 🎧:

Anything else I can assist you with? -Wait for the client’s answer- Thank you
for using our services SPANISH interpreter ID 12345 is disconnecting” Have a
nice day!

▶ CLARIFICATION & REPETITIONS:

1. Excuse the interpreter, may I ask you for a repetition?

2. Excuse the interpreter may I ask your client/patient for a

repetition/clarification?

3. Excuse the interpreter, may I ask your client to speak in short sentences,
this will guarantee the accuracy of the interpretation.

4. Excuse the interpreter, I politely interrupted your client as he/she was (why:
static, echo, noise, etc.), may I ask him/her to (possible solution: speak up,
adjust their phone...etc.) and repeat?

▶ UNSPECIFIED HOLD TIME 🎧:

If the client has asked the interpreter to hold but doesn’t specify for how long,
then the interpreter will hold for no more than 10 minutes.
1. At 5 minutes in both languages: “This is the interpreter speaking I am
continuing to hold as requested and can hold for 5 more minutes”

2. At the 10-minute mark: In English “The interpreter has waited a full 10

minutes and will now be disconnecting, please feel free to call back and ask
for another interpreter. Thank you.”

3. To the LEP participant: “This is the interpreter speaking I have reached my

limit of 10 minutes of holding, I will now disconnect but you may remain on the
line and the client will call back for another interpreter. Thank you”

▶ A SPECIFIC HOLD TIME REQUESTED 🎧:

The interpreter will hold for the requested time.

1. Every 10-minutes, in both languages, the interpreter will say: “This is the
interpreter speaking, I am continuing to hold at your request”.

If the client has not returned by the stated time:

2. In English: “The interpreter will hold for an additional 5 minutes and will
then disconnect.”

3. To the LEP participant: “This is the interpreter speaking, I will hold for an
additional 5 minutes with you. If the client doesn’t return, then I will have to
disconnect and they will call back and request another interpreter”.

After that additional 5 minutes:

4. To the LEP participant: “This is the interpreter speaking. I need to

disconnect from this call but you can remain on the line and they will call back
for another interpreter when they return”.

5. In English: “This is the interpreter speaking, I have held for the requested
time and will now disconnect. Thank you.”

** SOME SITUATIONS THAT MIGHT HAPPEN**

▶ UNFAMILIAR TERM:

1. Excuse the interpreter; it seems you used an unfamiliar term for me, could
you please spell it phonetically please?

▶ LEP USES PROFANITY, DO NOT GET INVOLVED BUT EXPLAIN

SITUATIONS TO THE CLIENT:

1. Excuse the interpreter, your client is (using foul language, speaking in really
loud sentences…), how would you like me to proceed?
▶ NO ME ENTIENDE EL LEP (solo si es necesario):

1. Excuse the interpreter; it seems that your client does not understand clearly
what is being stated. Do I have your
permission to explain in simpler terms, or break it down for him/her?”

▶ Cuando me piden que NO interprete algo.

To the client:

1 . Excuse the interpreter, the person on the line requested the interpreter not
to interpret what they stated, so I will politely explain that due to company
policies and the interpretation code of conduct; the interpreter has to interpret
everything stated on the line.

To the LEP:

1. Este es su intérprete, debido a políticas de la empresa, el intérprete debe

interpretar todo lo que se diga en esta línea.

▶ El LEP quiere hablarme mientras esperamos:

1. Disculpe al intérprete, por políticas de la compañía el intérprete no puede

comprometerse en conversaciones personales, por favor continúe en línea.
When the client returned:
1. This is your interpreter, while on hold your client attempted to engage in
conversation, the interpreter advised that this is against company policies and
requested for your client please continue to hold on.

** FICHA PARA CALL REPORT **

CALL REPORT
Agent’s name – ID 12345
Call ID:
Call Duration:
Call Description:
**LINK POR SI EL CLIENTE QUIERE PROGRAMAR UNA LLAMADA**

https://boostlingo.com/pre-scheduled-assignment-request-form/