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The City of Santa Ana I Translation Services and Alternate Formats I R F P 42023-14 <br />conference calls, and other similar type group sessions. Each service agent is able to answer and conduct <br />calls in succession allowing for the minimization of hold times and idle periods between calls. <br />IU's system allows its users to connect with an interpreter, of any language, within the shortest possible <br />time and the highest call accounting accuracy. <br />• Average speed of answering including queue time is 34 seconds. <br />■ 99.8% of incoming calls are answered within 1-2 seconds. <br />The following is the average and maximum connection time based on language. Connection time <br />is defined by the time a user completes dialing the toll -free number to being connected to a live <br />interpreter. <br />Language Average Connection time <br />Spanish 9.5 seconds <br />Cantonese 12.3 seconds <br />Mandarin 12.3 seconds <br />Korean 11.8 seconds <br />Telephone Interpretation Workflow <br />The process detailed below is an outline of one common workflow used to ensure the interpretation <br />needs and the customer care needs of our clients are met: <br />Step 1: All clients will access the IU telephone interpretation system (accessible 24/7/365) using the toll - <br />free number. <br />Step 2: Users are greeted and requested to input their Customer Identification Number. Authorized <br />personnel will be assigned a Customer Identification Number before services can be scheduled in <br />order to ensure proper requestor, interpreter, language, and other information for call <br />recordkeeping. All data is stored in IU Match Connect, our proprietary software management <br />system. <br />Step 3: After verification of the Customer Identification Number, depending on the client's need, the <br />system will ask for the Personal Identification Number. This number will identify the specific user <br />within each customer record. This authentication protocol allows IU to maintain an accurate <br />account of all calls placed by a given user within the organization. <br />Step 4: Once user authentication has been completed, the user will be asked to select or share the <br />interpretation language and/or dialect desired. <br />Step 5: Once the language has been selected, the representative or system will automatically dial and <br />make its attempt to connect with the qualified language professional. <br />Step 6: After the connection to the interpreter has been established, the session shall begin between <br />parties. Upon completion, each side simply hangs up to disconnect the call. Should the client be <br />interested in another session, he or she would just repeat the steps. <br />{0 interpretation (D translation transportation CAsign language <br />8943 Callinndra Pd, San Diego. CA 92126 / Phone 800.726.9891 / Fax 8007269822 <br />Page 12 of 33 <br />