Enabling Clear Communication with Oral Interpretation

As banks continue their efforts to improve language accessibility, oral interpretation services have become a critical component of this journey. Planning lays the foundation, and translations ensure essential documents are accessible, while oral interpretation provides real-time clarity in face-to-face and phone conversations and offers valuable data to support decision-making for the next steps.

The Role of Oral Interpretation

Oral interpretation services bridge the language gap between bank staff and customers, whether in face-to-face interactions or phone conversations. Here’s why oral interpretation is indispensable:

• In-Person Interactions: Whether at a branch or during financial consultations, customers should have access to interpreters who can facilitate effective communication. Professional interpretation alleviates the need for family members or third parties to be involved in sensitive conversations, ensuring both accuracy and professionalism in the communication.

• Phone Support: Offering over-the-phone interpretation via call center agents ensures customers can complete transactions or service their accounts even when they are not physically at a branch. This approach meets customers where they are and enhances trust and satisfaction with the bank.

• Emergency Situations: In critical situations, such as fraud alerts or account issues, timely and accurate communication is essential. Interpreters play a crucial role in these moments, ensuring customers feel heard and cared for during these tense and vulnerable events.

Benefits of Oral Interpretation

Effective interpretation services provide numerous benefits for both banks and customers:

• Clarity: Customers can confidently ask questions, seek clarification, and make informed decisions. Professional interpreters, particularly those with expertise in the financial services industry, accurately convey information, eliminating the language barrier between the bank and the customer.

• Customer Satisfaction: Smoother communication leads to more efficient customer interactions, boosting satisfaction and loyalty. As customers gain confidence in their ability to communicate with the bank through an interpreter, the opportunity to deepen the relationship expands.

• Compliance: By providing interpretation services, banks ensure compliance with language accessibility regulations. In cases where direct communication is required with account holders, cardholders, or loan recipients, interpretation enables these conversations to take place, even without "OK to speak with" authorization.

Strategies for Effective Oral Interpretation

Banks can ensure the success of their oral interpretation services by:

• Quality Control: Partnering with reputable language service providers to ensure the quality and accuracy of interpretation services. Appropriate monitoring and control on both sides help to continuously improve the service.

• Staff Training: Equipping bank employees with the necessary training to seamlessly access and use interpretation services. Best practices, such as speaking slowly and using short, clear sentences, are essential when working with an interpreter.

• Prompt Availability: Ensuring interpreters are readily available during bank operating hours and, if needed, providing after-hours support.

◀️：The Power of Written Translations in Banking

▶️：The Foundation of Language Training Plans in Banks