LanguageLine Solutions

  www.languageline.com
  www.languageline.com
There are newer employer reviews for LanguageLine Solutions

6 people found this helpful  

Subpar employer can only attract subpar employees

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Culture & Values
  • Career Opportunities
Former Employee - All Calls Interpreter in San Francisco, CA (US)
Former Employee - All Calls Interpreter in San Francisco, CA (US)

I worked at LanguageLine Solutions part-time (more than an year)

Pros

Company policies are relatively complete and available for those who hunt for them. I happened to have worked with an amicable SLS (senior language specialist) and was happy to have worked under her, although I felt that she did not uphold and enforce what should be required of an interpreter.

Cons

Threshold for job is low, quality of service is sad (because they don't do anything to attract good employees), appalling working conditions (sick and losing your voice will result in an "unexcused absence"), disregard of standard working conditions of an interpreter, lack of human contact (except when they need to tell you you are in trouble!), a lack of motivation for employees to do their job well.

I might be the first person here to criticize the quality of service provided by the interpreters, even though I was one of the interpreters at this company. Please understand that I have no ill feelings toward any fellow interpreters working here, but as I have been on the giving end of service (and did what I could), and as I have been an observer of said service (the first day of work involved listening in to co-workers' calls), and as I have also been on the receiving end of service (my own family often requires the help of an interpreter, and often I am not authorized to interpret for them, so I sit down and listen in), I honestly feel that the quality of service is quite disappointing. I will obtain a master degree for translation and interpretation in a few months, therefore I would like to offer some of my thought on what I believe went wrong:

1. Initial training concentrated on company procedures and protocol, but no test was required for employees to demonstrate that they understand said procedures and protocol. I have observed many interpreters being rude, taking over the call from the client and LEP, etc.

2. Many, as a matter of fact, more than 75% of the interpreters I spoke to, felt that they were very inadequately prepared for the job. One interpreter told the patient there was a problem with her spleen while another told her it was the pancreas, when the correct answer was in fact yet another organ. The interpretation quality of many interpreters working for LLS was not remotely passing, yet they are handling medical and court situations. Sometimes, it is quite clear that these interpreters lack linguistic proficiencies, and other times, I could tell the interpreter would have done a much better job had he or she received proper training.

3. The compensation package is simply unattractive to truly qualifying interpreters, unless they do not mind working at home for a little bit of pocket money (some do so because someone else puts bread on the table in the family and their income is less important, and working at home is convenient). The company should be well aware of how awful their compensation package is, and I really have no need to say more on this subject.

4. An interpreter is not supposed to work non-stop for hours and then enjoy a 15-minute break. Again, the company should have a good idea about how an interpretation works. If you work somewhere else, you get bathroom breaks on top of your mid-morning 15-minute break (I simply haven't worked at another company that would tell me otherwise, so why should LLS treat their employees like they are some streamline workers chained to their workstation?). When working consecutively, an interpreter needs a small break every hour. Even just 5 minutes is better than nothing.

5. The company has employees across the US. Why can't LLS organize some kind of "meet up" event once a year around major metropolis such as SF, LA, NYC, Chicago, etc? It doesn't cost much and is a nice way to tell the employees "hey we actually exist! let's get some human contact!" Sometimes, people forget that they deal with real humans, even if they don't get to meet face to face. It'd be a good reminder to the managers and employees alike, that the other side has blood and flesh too.

6. Last but not least, let me add this: I happened to have worked for a world-renowned client of LLS, and they recently switched from LLS to another company. The reason? Their doctors and nurses used to have to dial 9-1-800-XXX-XXXX everytime they need an LLS interpreter, but now they are with a different telephone interpreting company, all they need to dial is THREE numbers! LLS could have done a little more to provide a thoughtful, simple way for their clients to reach them. But alas, they did not.

Advice to ManagementAdvice

Please read the pros and cons here, some of your employees finally have a chance to write their hearts out here. Consult with experts in the industry (you are located in Monterey, the language capital. There are enough language institutes around for your to ask for some help).

Doesn't Recommend
Positive Outlook
No opinion of CEO

127 Other Employee Reviews for LanguageLine Solutions (View Most Recent)

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  1. 4 people found this helpful  

    At the begining it was good, then it became hell on heart sometime literally.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - All Call Interpreter in Santo Domingo (Dominican Republic)
    Former Employee - All Call Interpreter in Santo Domingo (Dominican Republic)

    I worked at LanguageLine Solutions full-time (more than 3 years)

    Pros

    Other than the salary for Domincan Republic Standards, there are no pros and taking into consideration the fact that the charge the clients by the minute and pay you by the hour, the pay for the job you are doing is abysmal.
    I will say they do have an excellent health insurance program at least when I was there, much better than what US work at home interpreters get and that is only because it is law.

    Cons

    I started working in LLS call center in DR in 2005 right out of college and at the beginning it was a great place to work, pay was good and the workload and enviorment was very good. I got training for 2 weeks before starting to work and I had to take a pass a test before I could take actual calls, the quality of the interpreters was very good, I actually went from CSI (customer service Interpreter) to CSI + to ALLCALL interpreter in less than six month. Then the hiring ethics change, it became all about quantity instead of quality and as many others had said the call volume is ridiculous, current calls get knock by incoming calls, you don't have enough time to take a breather or even get a glass of water in. It is very demanding very mentally exhausting job. The few Supervisors or Inchargers as they are call. that actually care about the Interpreters are fired.

    You get no sick pay leave, no sick days, it is easier to win the lottery than to get an schedule change and unless so other willing coworker would swap days with you or would swap schedules with you are were royally screwed. The working conditions were subpar, call center hygiene was abysmal, and god forbid the AC should fail which happen often because you were suppose to work no matter what or get the risk fired. Sweatshop is exctaly what the company was, you had to work in Factory building with no AC, no windows, and no ventilation. One of my co workers actually had a heat stroke and the time she was granted by the doctor to be off was count as an occurence and she was fired a few months later.

    Getting your well earn vacation days was subject to approval and you could never take time off for holidays, Gid forbid you were sick because unless you had vacation days to used for when you were sick, you could probably kiss you job goodbye if you miss more than a couple of days. Any time you were late, or miss a work day that counts as an occurrence more than six in a year and bye bye job, it doesn't matter it you send a medical certificate or not it still counts as you not being on the line.

    Senior management has absolutely no idea what the job entails or what it feels like to be on the receiving end of the line. Clients were often rude, and had no idea what our job really entails, more often than not you could hear interpreters asking the clients to please slow down, or to limit the amount of information to interpret, and those are the clients that more often that not report you. LLS always side with the client and shows complete disregard of what they call VOI or Voice of the interpreter which were our complains as problems found with clients, service, lines and equipments.

    There are many, many more issues but frankly it would take a book to go through all of them.

    Advice to ManagementAdvice

    Treat your interpreter as humans, go back to quality interpretation instead of quantity, provide better training for intepreters, and provide seminar to instruct your clients into what our job actually entails. Have a very compensation program for interpreter and provide bonus and incentives for those who people that show skill, dedication and quality in their work. Have better quality control checks and only have people train in medical calls to take those calls, remember must of these calls relay on the interpret skill to save a life. Don't punish an interpreter for recusing himself of a call that he or she is not qualify or or been train to take, it made save someones life. Provide training to your management team and other senior staff members to understand the kind of stress interpreting is and to be understanding of their needs, remember we are the driving froce behind your company treat us better.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  2.  

    Worst job I ever had

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Spanish Interpreter
    Current Employee - Spanish Interpreter

    I have been working at LanguageLine Solutions full-time (more than 5 years)

    Pros

    Working from home is the only pro, but lack of compensation and daily mental abuse by clients and company staff soon outweighs it

    Cons

    No flexibility in schedule, no sick time off, compensation below industry standards, treated like crap most of the time, staff and managers unprofessional, health insurance is a joke, stay away from this company, good to work only as a resume filler

    Advice to ManagementAdvice

    Management needs no advice, they treat interpreters no better than cattle at the slaughterhouse, that's why turnover rate is 90 percent, DO NOT WORK FOR THIS COMPANY
    The pay is minmum wage vs how long you stay on the call, what they don't tell you is most calls are 10 min or less so you'll be earning minimum wage

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
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