For businesses in certain industries, it’s a fairly common practice to provide interpreters for their customers. In this article, I will use the healthcare industry as an example, where the patient is a customer.

You may view providing interpreters as just another unnecessary business expense. Let me show you why it is necessary and how working with interpreters can be beneficial to you, regardless of the industry you are in.

Whether you are a seasoned consumer of interpreting services or are just now looking into launching a language access program, I will give you three solid reasons to provide interpreters for your customers.

1. Increase Brand Awareness

Everyone wants their business to be successful, and one way to do that is to create brand awareness. As a healthcare practice, you might be doing that by sponsoring local events, investing in your online presence and offering referral discounts.

Why not advertise the fact that you also provide language interpreters?

It’s true that some states and insurance companies will reimburse you for providing interpreters for your patients, while most of the time you will have to cover the cost directly. If you pay for interpreters directly, here’s how to justify it as a marketing expense.

Run a local awareness campaign, advertising that you serve diverse communities of patients who speak Spanish, Russian, Vietnamese and other languages. Include that you also serve the Deaf and Hard of Hearing community with the help of sign language interpreters.

Such an approach will only help increase brand awareness of your business in the local community and allow you to justify interpreters as a marketing expense.

Providing interpreters for your customers will improve your position in the market you’re serving. By limiting your communication to one language, you do not realize the full potential of your business. Turn that around by letting your customers know you can serve them in many languages.

2. Improve Customer Satisfaction

Every business wants satisfied customers. After all, satisfied customers tell friends and colleagues about their experience interacting with you. They may even leave a review about your business on Yelp or elsewhere.

Your job is to leverage that to your advantage. Be known as that awesome clinic that helps all patients, regardless of the language they speak (or sign). Don’t be the clinic that takes shortcuts and lacks in providing a great patient experience.

Improving customer satisfaction is an investment, so you must be ready and committed to pay for it. If you hire staff interpreters, that’s fantastic. If you contract with language service companies for interpreter referrals, that’s also a good thing.

Regardless of how you approach providing interpreters for your patients, be sure to do it right. Work with interpreters that help your business succeed so you can reap the rewards of satisfied customers – getting more customers and five-star online reviews.

3. Comply with Laws and Regulations

Every business wants to comply with laws and regulations. If they are not, it would be tough to continue staying in business. Being subjected to a lawsuit or a government audit will not only drain your bank account, but may also put you out of business.

When it comes to providing language interpreters, particularly in healthcare settings, it’s required by law more often than not. The cost of providing interpreters for your patients is marginal compared to what you would pay to survive an audit or pay out in a legal settlement.

And no, you cannot pass the cost of interpreters to your patients.

Taking this approach, you can categorize interpreter services as a compliance expense.

How much will interpreting services cost us?

Every event requiring interpreting services is unique, including yours.

Let’s discuss the details, so we can provide you with a ballpark estimate.

For most events, we can typically provide a ballpark estimate the same day.

Contact us to get started.

Conclusion

You now have three reasons to provide interpreters for your customers, regardless of whether your business is in healthcare or another industry. Each reason gives you a unique angle and justification for providing such services.

If you are already providing interpreter services, you are a third of the way there! Why not try some of the tactics I outlined in reasons one and two? If you are new to requesting interpreters, here’s an article that will explain how to do it.

It will only benefit your business to increase brand awareness and improve customer satisfaction.

Have more reasons or thoughts to share about this topic?

Post them in the comments.

When it comes to buying a service, there should be an effective way to quantify what you are paying for, right?

If there isn’t, the chances are you won’t buy it.

This applies to many services, including language interpreting. In this blog post, I will explain how most language service companies charge for interpreting services, the factors that determine the price, and the differences between working with companies vs. freelance interpreters.

If you are a buyer of interpreting services, this blog post is for you. If you request interpreters in your organization, you can share this article with your organization’s decision makers since it provides valuable insight on pricing structures within our industry.

Before I dive into the details and explain to you interpreter pricing, I’d like to make sure you are not confusing this with translation services. I wrote a separate article on translation pricing and how it works. You can find it here.

Here’s what you need to know about interpreter pricing.

Pricing Models and Structures

Here are the most common ways language service companies and freelance interpreters charge for their services.

1. Per hour

This is perhaps the most common way you will pay for interpreting services. Whether you’re working with a language service company or a freelance interpreter, the chances are you will need an interpreter for at least one hour for any given job.

This applies mostly to in-person interpreting encounters for both spoken and sign languages. Once you request an interpreter, the language service company will arrange one for you for a specific block of time.

The interpreter may not actually interpret for the entire reserved block of time, one hour in this case, but you are still expected to reimburse the interpreter for that time. The reason behind this is opportunity cost. The interpreter is reserved for your job, and therefore, forgoes other opportunities to make money.

In my experience, it is common to see one hour minimum fees in healthcare settings and two hour minimums in business and legal settings.

2. Per day

Full-day or half-day pricing makes sense if the job lasts longer than two hours. There is no set industry standard, but a good rule of thumb is that four hours of services equals a half day and eight hours of service is a full day.

Think bulk discount as well — When you’re quoted a half-day or full-day rate, the chances are that you will be offered a price break compared to paying for the service per hour.

Per-day rates make sense for longer jobs, such as expositions, trade shows and employee/customer training events.

If the job runs longer than scheduled, be sure you pre-negotiate reimbursement for overages, whether in 15-minute or 30-minute increments.

3. Per job

When negotiating a reimbursement for a specific job, you have the ability to control costs. You can basically have an interpreter commit to the job for a specific reimbursement amount agreed upon in advance. The biggest benefit to you is that you know exactly how much to budget for the service.

Of course, per-job pricing tends to be on the higher end of the spectrum compared to per-hour or per-day pricing. Interpreters may be reluctant to accept such terms unless it makes economic sense for them to do so.

Per-job pricing can apply to a visiting delegation from another country, for example. Let’s say the delegation visits for a week. There will be some meetings involved, site seeing and other activities where the interpreter accompanies the delegation for the entire time. Per-job pricing might be more cost-effective in such cases.

4. Per minute

The three models and structures I described so far are suited best for in-person interpreting. In-person interpreting is typically scheduled in advance and there is a definite start time and end time for the job.

But what if you need an interpreter on-demand, right now? You’re better off using telephone interpreting or video-remote interpreting (VRI). Both of those services are available on-demand once you have an account set up with your language service company.

For both telephonic interpreting and VRI, be prepared to pay per minute. The nice thing about paying per minute is that it helps you avoid hourly minimums. Then again, if your call takes longer than a certain number of minutes, an hourly rate might make more financial sense.

Telephonic interpreting is widely used by call centers in many industries, including healthcare, insurance and emergency first responders. VRI is becoming widely adapted in healthcare settings.

5. Minimum price and cancellation fees

Regardless whether you are choosing to request an interpreter for in-person service or over another medium, make sure you understand the terms of service. Specifically, you should be aware of any minimum fees the interpreter charges for his or her service.

Here is a quick table for you to reference about different scenarios and the terms that may apply to them.

The information above is just for your guidance. Terms may vary depending on the language service company or interpreter you work with. You can read more about why interpreters charge for untimely cancellations here.

6. Mileage, travel and other related expenses

In some cases, an interpreter will have to travel to a job site. While it is possible for the interpreter to write off the mileage associated with the trip during tax preparation, he or she may want to claim that mileage to be reimbursed in advance by you.

The mileage reimbursement rate should equal that of the federal mileage rate set forth by the IRS. As of the date of this article, the rate is 57.5 cents per mile. To get the most recent rate, visit the IRS website for more information.

Other related expenses may also be claimed by the interpreter, including travel time, ferry, parking and toll fees. In some cases, airfare, meals and lodging may also need to be reimbursed.

As always, remember to negotiate such reimbursements in advance with the company or freelance interpreters you are working with.

Factors that Determine the Price

Here are some of the factors that help determine the price you pay for interpreter services.

1. Type of job

Different jobs require different levels of expertise. Medical appointments, legal depositions, business meetings, university classes, and conferences may all require interpreter assistance. All of these settings call for interpreters with specific subject-matter knowledge.

For example, interpreting in conference settings requires a simultaneous interpretation skillset, whereas consecutive interpreting is used in medical appointments.

Due to the sheer nature of different job types that require interpreter assistance, this factor plays a significant role in determining the cost of services.

2. Certification requirements

In addition to the job type, certain clients require interpreters to be certified. This is especially true for court proceedings. Many states have established court interpreter certification programs, where individuals get certified and have to maintain their credentials on an ongoing basis. There are two national healthcare interpreter certifications now as well, CCHI & NBCMI, that are gradually being adopted by healthcare providers across the country.

Because getting certified and maintaining a certification requires a financial commitment from interpreters, expect to pay a premium for their services.

3. Language combination

United States is very diverse when it comes to languages and cultures. The second most spoken language in the U.S. after English is Spanish. Since there are so many Spanish speakers, there’s also an adequate supply of Spanish interpreters.

When you have a language such as Marshallese or Tongan, things change quite a bit, since those languages are not as frequently demanded. Therefore, there are not as many interpreters available for those specific jobs.

As a result, be prepared to pay more for interpreters who specialize in languages of lesser diffusion than those that speak more common languages.

4. Location

There are two points to consider when it comes to location of service. The first is the location itself. Requesting interpreter services in a major metro area such as Portland, Oregon will probably be a lot easier than in a smaller market such as Yakima, Washington.

The second is the interpreter’s location in proximity to the place of service. If the interpreter has to travel for the job, he or she may claim mileage and other related fees, driving the overall cost of services up.

When working with language service companies or freelance interpreters, be sure the interpreter is located close to where you will need his or her services, as this will save you costs.

5. Location

The bigger the volume, the more discount you can potentially get. In other words, the more consistent work opportunities you can offer, the better price you can leverage. If you are planning to make a one-time request for an interpreter, be prepared to pay for it.

If it’s an ongoing commitment, specify this to your language service company or a freelance interpreter and ask for a better price.

Company vs. Freelancer Pricing Comparison

Some clients prefer to work with language service companies, while others prefer to work directly with freelance interpreters. There are also some that work with both. Which is right for you will depend on your service needs.

When comparing prices between the two options, you might assume that working with a freelancer will definitely be more cost-effective. Your assumption may be correct, especially if you plan on working with only one or a handful interpreters at most. You will have the leverage to negotiate a direct reimbursement rate with those interpreters, bypassing the referral benefits of a language service company.

If you work in a larger organization that has a need for many interpreters, working with freelancers may not be the most cost effective way to go for you. Even with the latest interpreter scheduling software, you need to consider the staff time you will need to dedicate in managing scheduling, billing and other related tasks, when working with freelancers.

Working with a language service company helps you unload those tasks and just focus on requesting interpreters for your specific jobs. The language service company handles the scheduling, billing and other tasks related to interpreter services on your behalf.

I created the table below to help you see the benefits each scenario can provide for you.

What about Free Interpretation Services?

I say this again and again: You get what you pay for. On a rare occasion, you may have a professional interpreter volunteer his or her time for your job. However, don’t expect this to be an ongoing thing. Being a professional interpreter is a career. People who work as professional interpreters get paid accordingly.

Those not familiar with the language services industry oftentimes assume that bilingual individuals are interpreters. This is simply not true. It is true that an interpreter is bilingual, but a bilingual individual is not necessarily an interpreter. You can read more about that topic here.

If you are looking to work with professional interpreters, be prepared to allocate a budget for their services. On very rare occasions, you may get lucky with one that volunteers his or her services at no cost.

How much will interpreting services cost us?

Every event requiring interpreting services is unique, including yours.

Let’s discuss the details, so we can provide you with a ballpark estimate.

For most events, we can typically provide a ballpark estimate the same day. Contact us to get started.

Conclusion

You’ve now learned about pricing for language interpreting services and how it’s determined. Having this knowledge, you are now in a better position to procure and request interpreters from language services companies or working directly with freelancers.

Share your experiences with interpreter pricing and any questions you may have in the comments.

A friend of mine will be getting married next year.

He and his fiancée are currently in the process of putting all the pieces together for the wedding, which includes food & drinks, music, flowers and photography.

After talking to him, what I discovered is that the vendors that provide these services for weddings generally charge a retainer fee in a form of a deposit just to hold the date. If for any reason the wedding is cancelled, the deposit is forfeited.

Let’s take photography for example. A wedding photographer has to start planning for the wedding season, which usually runs from late May to early September here in the Pacific Northwest, at least 6 months in advance.

Since weddings are lengthy events, the photographer usually has to block out an entire weekend for one customer. Since there are only so many weddings you can do during the summer, even one cancellation take its toll on the photographer’s schedule (and pocketbook!)

Why Interpreters Charge for Untimely Cancellations

Booking a wedding photographer is no different than scheduling a language interpreter for a service to be provided on a specific day and time. It takes a lot of time and preparation for the interpreter to commit to specific assignments.

While most interpreting assignments don’t take as long of a commitment as wedding events, the concept is still the same. Just like a photographer, the interpreter reserves his or her time for a specific request, and may have to turn down other requests for the same time slot.

If that request is cancelled on an untimely basis, the interpreter loses the opportunity to make up that revenue elsewhere, as the other requests for that time slot have likely already been filled.

This is the reason why interpreters charge for untimely cancellations – They forgo other assignments to make themselves available for a specific job.

What is an untimely cancellation?

An untimely cancellation is generally defined as a cancellation made by the requester of interpreting services that doesn’t leave the interpreter enough time to find a new assignment in its place.

An untimely cancellation can also be the result of one of the parties receiving the interpreting services not showing up for the assignment, which is also known as a “no show”.

There is no specific industry standard for the amount of time needed when a cancellation would not be considered untimely. In my experience and observation, giving at least 24 to 48 hours is a common practice.

This means that if the assignment is scheduled for noon on Friday, the cancellation has to be made before noon on Thursday for it not to be considered untimely.

Why do untimely cancellations happen?

Untimely cancellations can happen for a variety of reasons.

Perhaps the most common reason is that one of the parties simply forgets to show up to the assignment. If all the relevant parties are not present, the interpreting session cannot take place.

Other cases can include either the requester or the limited-English proficient (LEP) party cancelling the services last minute due to illness or scheduling conflicts.

Whatever the reason may be behind an untimely cancellation, the end result is the same.

The interpreter forgoes other interpreting assignments by reserving the time for the one that was ultimately cancelled.

How to prevent untimely cancellations?

Communication is the most important factor in preventing untimely cancellations.

When initially reserving the interpreter, make sure you have a clear understanding on when the assignment will take place. This includes all dates, start and end times.

At least two days prior to the assignment make sure you remind all parties involved that it is still taking place. And then do another reminder at least 24 hours before to prevent no-shows.

If you do have to cancel, make the cancellation timely so the interpreter has an opportunity to find another assignment to fill the gap in his or her schedule.

There is no way to prevent all untimely cancellations. However, if you communicate and do your best to confirm the services taking place, you can reduce the number of occurrences.

Typical charges for untimely cancellations.

Most interpreters will charge at least a 2-hour minimum fee for untimely cancellations, even if the assignment is scheduled for less than that. The reason behind the 2-hour minimum is to cover the administrative time it takes for the interpreter to block out the time, prepare for the assignment and cover any potential travel cost.

If the assignment is scheduled for more than two hours, it is common for the interpreter to invoice for the entire scheduled block of time in the event of an untimely cancellation.

As you can see, cancelling assignments in a timely manner can help reduce the amount of money you spend on interpreting services. It will also give the interpreter an opportunity to find another assignment for that day and time.

Here is more on interpreter pricing and how it works.

Wrapping it up.

There are many similarities between wedding vendors and interpreters when it comes to untimely cancellations.

Focus on improving your logistics and communication to mitigate untimely cancellations, since they cannot be prevented entirely.

Everyone involved will appreciate your courtesy and you will have more in your budget to spend on interpreting assignments that actually take place.

What are your experiences with untimely cancellations?

Share them in the comments.