Unusual Scenarios What to do - Part 2

Para efectos de ____ en el servicio, esta llamada puede ser monitoreada

Todo lo que ____ y su informacion se mantendra estrictamente confidencial.

... en el servicio, esta llamada puede ser monitoreada

Agent being rude to LEP with his tone of voice and comments

• Ask the agent to be nice

• Interpret all what agent's saying with same tone of voice

• Softer tone of voice when interpreting/ Ask if you should interpret what he/she just said.

• Ask for a supervisor

Since there's nothing else for the interpreter...

Clien: "Interpreter, that's all. Thank you. We're done here"

• Is there anything else I can do for you?

• In that case, good bye

• Since there's nothing else for the interpreter, thank you for using our services

• Thank you for using our services

If MUT is scheduled for my day off and I don't connect, I will impact the team metrics with:

• Absenteeism, lateness, owed time

• No pasa nada

• Que me lo descuenten, total no lo necesito/ no me importa

• I will fix it with MUT

No Call, No show means

• Absence without a valid excuse

• I'm not dialing out

• I will keep my camera off

• Lateness

Reasons why my PIN could get blocked

• LLS doesn't like me

• TP doesn't want to pay me

• Work avoidance, short calls, refused calls, retrianing, account removal, constant disconnections

• Outages

Clients starts asking personal questions, I should

• Keep chatting and get his/her phone number

• Ask for his Fb, IG, TT accounts

• I apologize, are my interpreting services still needed?

• Hang up