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Current
Situation
and
Challenges:
The growth of small and medium sized
interpreting
referral
management
agues with less than a hundred
interpreters
has been phenomenal.
Determining the right number of
interpreters
and scheduling them quickly and optimally actually becomes more critical for smaller agent
groups,
and
problematic,
even
with agencies
less
than
twenty
interpreters. Adding to the growth of
interpreting
requests
is the ability for agents to work remotely in distant locations or even at home. The benefits of this type of virtual
workforce
have been
tremendous,
as
referral
agencies
can
coordinate
a
virtual
workforce
online
without
the need
for a
brick
and
mortar
facility.
Interpreters
need the
freedom
to check
schedules
online
and add
case
notes
per
client.
All this
needs
give
rise to
great
opportunities,
but like many other new technologies, problems also arise.
These
include:
-
Organizations
are
relying
more
heavily
on
freelance
and
contract
interpreters
and
specialists
to
fill
specialized
or
off-hours
positions
making
scheduling
more
challenging
-
Interpreting
referral
management
requires
more
remote
and
from
varying
certified
specialists,
forcing
communication
challenges
for
scheduling
and
coordination
-
Customers
and
clients
demand
the
lowest
prices
for an
improved
service,
putting
a
squeeze
on
overall
costs
-
Third
party
vendors
may
become
part
of the
process
and
are
required
to get
involved
in the
scheduling
process,
helping
to
collaborate
on
what
they
can
and
can
not
do.
-
Paper
based
job
allocation
leads
to
inferior
service
levels
where
managers
are
not
able
to
control
the
productivity
-
Need
to
reconcile
multiple
parties
in one
system:
administrators,
resources,
customers
(payers),
third
party
vendors
and
the
clients
themselves.
-
Need
to process payments to interpreters and billing
to businesses,
requiring
staff members
to
submit
paper
invoices
or
time
sheets,
perform
calculations
manually,
and
then
transfer
this
data
into an electronic payment system.
-
Most
referral
agencies
utilize complex pricing and payment
schedules connected to certification levels,
qualifications, and governing regulations.
-
Administrative staff
struggle
to reconcile
varying pay rates, as well as differentials for skill
specialties, across different geographic regions.
-
Contract requirements became diverse and complicated and billing
become an enormous task.
-
Agencies
need to do more with less, to increase their customer base and enhance their customer service options while keeping the same level of interpreters and reducing administration.
Avianco
Solution:
Optimizing
workforce
performance
for
interpreting
referral
management
means
allocating
multiple
personnel with
the
right
skills
to fit
the
needs of
guidelines,
the
client's
needs and the
programs
that
make up
the
business
side of
the
organization
providers
strategic
plans.
Knowing
which
people
have the
best
skills
and at
the
optimal
pay rate
for a
given
process
makes
all the
difference
and
helps
distinguish
organizations
as
"world-class."
Whether
the
organization
is a
large
service
provider
or a specialist
agency
offering
a
variety
of
services
programs,
Avianco's
solution
can
help:
-
Identify
the
right
resource
and
assign
based
on
skill,
availability
and
location.
-
Provide
a
means
for
resource
to
sign-in,
review
their
schedules,
claim
time
and expenses
-
Allow
for
management
and
team
leaders
a way
to
review
work
schedules,
claims
and
export
the
results
for
external
financial
settlement
for
both
billables
and payables.
-
Reduce
labor
costs
through
a
centralized
time
and
attendance
management
function.
Increase
accuracy
of
payroll
with
automated
tracking
of
hours
and
attendance
and
automation
of
100%
of pay
rules.
-
Effectively reduce the redundancy of data
entry for administrators while creating “live” access into the database for stakeholders of the service
-
Reduce incoming phone traffic, “phone tag” and bottlenecks by allow customers to view and interact with data online, as well as interpreters retrieving job info online
-
Eliminate version control issues and software upgrade compatibility concerns across three locations
-
Eliminate all paperwork required to process interpreter time worked for both paying and billing purposes
-
Improve
operational
efficiency
through
Avianco's
scheduling
tools.
Ensure
that
the
right
staff,
with
the
right
skills,
are in
the
right
place,
at the
right
time.
-
Improve
employee
productivity
and
satisfaction
through
self-service
access
to
frequent
administrative
processes,
such
as
leave
requests,
shift
trading,
and
schedule
management.
Avianco's
Solution
Areas:
Avianco's
Industry
Solutions:
>>
Contact
Avianco
to
Schedule
a
Demonstration
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