The Provision of Telephone Translation Services

Description

1 year extension option undertaken for this contract. Over the past 18 years, the Contracting Authority has utilised telephone translation services to support its business operations. The requirement is set to continue in the coming years. In support of their driving/vehicle license application, a small number of customers will contact the Agency (via a premium rate number publicised on GOV.UK) who may have difficulties communicating with the Agency telephone agent in the English Language. At this point, the Agency telephone clerk will require assistance in dealing with the telephone call in their native language. When a Agency Customer Service Advisor receives a call from the premium rate number they will initiate a three way call between the call clerk, the supplier and the customer. The successful supplier will then provide the translation services in the relevant language.