Empowering
communication
without boundaries…
www.pearllinguistics.com
Company Overview
 “One-stop-shop” for all language service requirements (including translation,
interpreting, transcription and all disability services)
 ATC and ITI member with ISO 9001 Quality Management accreditation
for translation services
 270 working languages including the rarest dialects
 A totally bespoke and “customer based” service with 100% customer
satisfaction level between 2006-2009 financial years
 One of the fastest growing language companies in the UK!
 Winner of “Public Service Best Service Award, 2008”, presented as a
part of National Public Procurement Practitioners Day (N3PD) 2008
 Master Vendor of the NHS East Midlands contract.
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Service Variety
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Face-to-face Interpreting
Telephone Interpreting
Translation
DTP (Desktop Publishing / Design)
Audio into Text (Transcription)
Text into Audio (CD and/or Cassette Recording)
Foreign Audio into English Text (Audio Translation)
Voice-over
Cultural Understanding
Disability Services
 BSL
 Lip Speaking
 Deaf-blind Interpreting
 Large print
 Braille
 Pictorial English (Easy Read)
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Communication
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Your dedicated Account Manager
will act as coordinator for all liaison between Trusts and Pearl
will oversee the smooth running of services as executed in the agreement
harmonise booking, feedback, quality assurance and billing procedures
develop further online booking, feedback and reporting tools to best
compliment the activities of the company
will be at your disposal for a meeting any time of the year, with only 24
hours notice
Your dedicated Project Coordinator
will act as the single point of contact for all your orders. In other words, will
receive, coordinate and if necessary delegate all the translation,
interpreting, transcription requests
will be at your disposal for a meeting any time of the year, with only 24
hours notice
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Booking Methods
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E-mail or fax booking request form
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Book online with ORBIT™
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Adapt to Trust’s own booking system
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Service Levels
Face-to-face Interpreting:
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24 hours a day, 7 days a week
Evenings, weekends or public holidays
Requests processed within minutes
Confirmation is sent within one hour (or COB latest)
24 hours notice is preferable; however
Interpreters available within hours or even minutes of your request
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Service Levels
Translation:
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24 hours a day, 7 days a week
Evenings, weekends or public holidays
Requests processed on same day basis
2000 words in 24 hours (standard)
© Pearl Linguistics, 2010
Number of Words
Turnaround
Up to 500 words
same day
500-2000 words
1 working day
2000-4000 words
2 working days
4000-6000 words
3 working days
6000-9000 words
4 working days
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Service Levels
Telephone Interpreting:
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24 hours a day, 7 days a week
Evenings, weekends and public holidays
Calls connected in 20-40 seconds in most languages
Both automated or live operator systems are available
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Service Levels
Disability Services:
 Contracts with 4 specialist organisations for BSL, Lip Speaking and Deaf-blind
interpreting
 Contracts with 4 specialist organisations for Braille, Pictorial English and Large
Print
 Access to almost ALL qualified BSL interpreters in the UK
 Access to 24 hour emergency telephone numbers of our subcontractors
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A Managed Contract
Don’t put your eggs
in one basket…
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A Managed Contract
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A Managed Contract
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A Managed Contract
A “MANAGED CONTRACT” FOR EAST MIDLANDS NHS TRUSTS
 Best available small and/or specialist suppliers work for the Trusts under
Pearl’s roof.
 Better fulfilment rate due to small local suppliers acting as backup.
 Multiple organisations in the background is not reflected to clients.
 One dedicated booking coordinator at Pearl deals with all requests.
 Suppliers are selected through a two stage tendering process: PQQ & ITT.
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A Managed Contract
ADVANTAGES OF “MANAGED CONTRACTS”
For Trusts, it is easier to promote one single organisation for all language
requirements rather than promoting a different supplier for each required service.
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For service users, it is easier to remember one organisation, one booking
coordinator and one telephone number rather than having to remember who to
call for each required service.
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Ability to take advantage of the resources of various service suppliers rather
having to depend on one supplier, regardless of how large or successful they are.
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Giving other local and/or small suppliers in the area the chance to work for the
Trusts through Pearl Linguistics without having to go through complex corporate
tendering processes.
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Standardised quality, cost and billing.
Due to the large number of work we offer to our subcontractors (larger than
any Trust can offer directly themselves), we are able to agree on lower rates than
the Trusts are currently paying those suppliers directly.
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Quality Assurance
KEY PERFORMANCE INDICATORS
Telephones are answered within 3 rings
 Translation quotes are sent within 30 minutes
 Interpreter confirmations are sent within 1 to 3 hours for 100+ standard
languages
 Interpreter confirmations are sent within 24 hours for rare languages
 Client emails are responded within 10 minutes
 Finance enquiries are dealt with within 2 hours
 Call backs are done within 30 minutes (unless during lunch time)
 Dispute investigations start on the same day
 Disputes are (where possible) resolved within 24 hours
 Invoices are sent on the 2nd of every month for the previous month’s work
(or immediately if requested)
 Monitoring and Management Information are sent within 3 working days (or
on the specified deadline)
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Quality Assurance
INTERPRETING MONITORING
Every booking is analysed separately and issues such as nature of the
booking, gender, religion, age, possible connection between the interpreter
and the client or cultural and political factors are taken into account.
 For mental health assignments, we will only assign interpreters who have
considerable experience in the field and are receiving free of charge
psychological support from Pearl’s partner therapist.
 We investigate the possible link between the interpreter and the client and
only use interpreters that are not linked to the patient.
 Female interpreters are chosen for all female patients’ visits.
 We make sure the interpreter and the patient are not from two hostile regions
and if possible share the same religion in order to understand and respect
religion-related customs.
 Interpreters always go to each assignment with a time-sheet, a feedback form,
mobile phone, and ID card.
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Quality Assurance
INTERPRETING MONITORING (continued…)
They also receive a journey planner including a map of the venue, train times
and estimate of journey time.
 Three hours before each assignment, interpreters receive an automated text
message confirming the time and address of the booking once more.
 We have a system to monitor the preferred or on-going interpreter for a
specific client or case. So we can use the same interpreter for continuity
reasons when required.
 Feedback is an essential part of our monitoring process. It allows us keep
abreast of general adherence to service expectations. We have created:
Feedback forms for professional users
Feedback forms for patients which is a first in the UK interpreting
industry. We have already translated these forms into 40 languages.
Clients can also send feedback for a specific job through ORBIT™
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Quality Assurance
TRANSLATION MONITORING
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As standard, all documents are proof-read twice by the original translator. All
published documents are proof-read by a second independent linguist. In-house
editors check all documents before delivery.
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Apart from proof-reading, we also spot check approximately every 10,000
words worth of translated copy to ensure that our linguists are providing the
quality of translation we are offering to the client as standard.
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We set up and use the same team of translators for the same client for
continuity and consistency.
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Needless to say, we only use translators that translate into their mother tongue
and the translator we choose for a particular assignment is a specialist on the
subject of the source text.
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Recruitment
10- STAGE RECRUITMENT
1) Filtering of CVs / Short-listing candidates
2) Qualification checks
3) Accreditation checks
4) Reference checks
5) Requesting proof of over 300 hours NHS interpreting experience
6) CRB Check (which involves original ID check)
7) Screening of all interpreters through our face to face interview process
8) Specialist translation tests for translator candidates - checked by independent
proof-readers
9) Contracts covering liability and confidentiality issues
10) New Interpreter Induction
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Recruitment
QUALIFICATIONS NEEDED
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DPSI (health option)
Certificate in Public Service Interpreting
Member of NRPSI
Member of IOL
Member of ITI
Recognised language degree from a UK or foreign university
- Diploma in Translation and Interpreting
- Diploma in Linguistics
- BA and/or MA Translation and Interpretation
BA and/or MA Legal Translation and Interpreting
IOL Diploma in Translation (Specialism: Health)
Recognised degree in medicine from a UK university
Metropolitan Police Test
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Management info
1) MONTHY MANAGEMENT REPORTS (sent with monthly invoices)
 Client Account Number
 Organisation
 Department
 Job Type
 Order Date
 Delivery Date
 Delivery Time
 End Time
 Duration
 Contact Name
 Client Reference
 Language
 Cost
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Management info
Monthly Management Report
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Management info
2) DEVELOPMENT REPORTS (quarterly & annually)
 Services requested
 Languages requested
 Number of interpreters requested per organisation, per department, per
month
 Number of translation jobs requested per organisation, per department,
per month
 Total spent on each service per organisation, per department, per month
 Extra complimentary work provided for each Trust (meetings, training
sessions, cultural understanding sessions, reference material created,
etc…)
 ORBIT™ use ratio (%)
 Key Performance Indicators:
 % of met deadlines
 % of telephone interpreting sessions connected within 60 seconds
 % of translation jobs delivered within 24 hours
 average response times
 case studies
 user feedback/testimonials
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Management info
Development Report - Annual spend
breakdown per organisation per month
*** The figures in all INTRAN management report charts have been changed for this presentation, for confidentiality purposes.
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Management info
Development Report - Annual spend chart
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Management info
Development Report - Quarterly spend pie chart
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Management info
Development Report - Breakdown of number of jobs per month
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Management info
Development Report - Breakdown of number of jobs per organisation per month
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Management info
Development Report - Breakdown of documents / KPI for delivery of translations
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To Summarise…
From Aceh to Zulu…
Any language
From Archaeology to Zoology…
Any subject
24 hours a day, 365 days a year…
Any time
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