Ten things to consider when choosing a translation provider

You are a growing business with customers, partners or employees who speak other languages and now translation, even if it started as an afterthought, is a necessity.

You are past the point of using bilingual employees or distributors to fulfill your translation needs. It was a short-term solution that was difficult, inconsistent and inefficient.

You need a professional translation services provider. But how do you find one? Will it do a good job? Curious about which questions to ask and how to prequalify your new provider?

Here are the 10 areas to explore in your decision-making process.

1. 1.       Experience

There are thousands of translation companies out there, but most are small and single-focus (think “mom and pop” business offering one or two languages). Locate a provider with at least five years of experience in this difficult industry and offers all of the languages you need now or will need in the future. Your ideal candidate should offer translation, editing and proofreading at the very least, as well as proper quality control. Ask for experience in your particular field (such as legal, life sciences, manufacturing, etc.). Companies wanting to be “all things for everyone” are usually not a good bet. Ask for any certifications or compliance with standards that might be important to you (such as ISO, the international quality certification).

1. 2.       Resources

The most valuable resource to each translation business is its translators. Ask how linguists are hired, vetted, tested and monitored. See what ethical standards are in place in order to keep the best resources (such as prompt payment practices) and what mechanisms are used for continuous education and professional growth. What support system does the company have for translators working remotely? If you are concerned about confidentiality, be aware that the weakest link is usually communication between a provider and its translators. Ask how this is handled and insist on strong security features among all parties involved.

1. 3.       Capacity

Translation work is difficult to predict. You might have a one page memo for translation today, followed by a 300-page user manual tomorrow. Will your translation provider be able to handle fluctuating volumes? If so, how? If you need fast turnarounds (24 hrs. or less), how will they be accommodated?

1. 4.       Tools

The translation industry has made great technological strides in the last decade or so. Savvy translation and localization service providers invest in CAT (Computer Assisted Translation) tools. These tools aid in achieving  100% consistency and save you money in the long run by reusing previously translated content without charging you full price for it again. There are tools that localize (translation of software strings), build terminological databases and glossaries and manage projects using workflows. If your translation provider does not offer these or is not willing to institute savings, it is not a good partner for you.

1. 5.       Consistency

Consistency is a translation pitfall. A successful translation provider should maintain consistency across all materials translated for you (see list in previous tip). The provider should also invest considerable time and effort into cooperating with you, the client, on determining the correct terminology to use.

1. 6.       Efficiency

A provider’s efficiency should be measured by how it contributes to its clients’ efficiency. How will you submit files for translation? Will you be given access to a client portal to upload/download documents? How will you be notified when translation is completed? Do you need quotes before work begins or certificates of accurate translation upon delivery? What does the billing process look like? What other aspects of your cooperation will make things easier for you?

1. 7.       Flexibility

Ideally, you should be given as much (or as little) control over the translation process as you wish. What matters to you the most? Do you want to select your own translators, Do you want access to a short list of those in the desired language pair? Maybe you want their background so you can pick and choose according to your own judgment? What if you do not always need perfect translation and, occasionally, you want translation that is just “good enough” that is priced accordingly? A provider should conform your needs, not the other way around.

1. 8.       Quality assurance process

Does your provider follow a formally identified quality assurance process?  Can the provider present a copy of any quality control procedures? Unless you need a quick, “tell me what it says” translation, all translation products should undergo an extensive quality assurance process which, ideally, should be included in the price per word.

1. 9.       “Can Do” attitude

You should never hear what they “can’t do” and always what they “can and will do”. Many translation service users have special requests—secure data transmission, speedy turnaround, translators with US citizenship or security clearances, etc. If you have such needs, make sure to make them part of your initial inquiry.

1. 10.   Additional services

Mature translation service providers will offer a wide array of additional services such as multilingual desktop publishing, in-country verification, terminology management, alignment of previously translated documents, assistance with product naming for foreign markets, etc.

A business that delivers on all of the above points and does so with kind customer service and dedicated attention to all your needs and requirements is the winner.