Changes to the immediate phone interpreting service

10 October 2016

The Translating and Interpreting Service (TIS National) have released a number of improvements to the immediate phone interpreting service.

What’s changed?

  • Changes to the prompts when you call 131 450.
  • Automated Telephone Interpreting Service (ATIS) has increased to 30 languages.
  • Messages in Language is now in operation.

The prompts when you call 131 450 have changed

When calling TIS National on 131 450 you will hear a welcome message that will ask you which language you require. Once you have confirmed the language, you will be asked if you are a registered client and if you would like to use ATIS.

If you say ‘yes’ you will be able to skip the call queue and be transferred directly to the ATIS service where you can then specify the required gender of the interpreter (if any) and enter your ATIS account information.

    If you say ‘no’ you will be placed in the TIS National call queue to speak with a TIS National Contact Centre operator. Once your call has been answered, the operator will confirm the language you have requested and be able to allocate an interpreter for you. Please ensure you have your client code ready to give to the TIS National operator when calling the TIS National Contact Centre on 131 450.

    Providing you with the option to use ATIS at the start of the call will allow you faster access to an immediate phone interpreter, avoiding having to wait on the line to speak to a TIS National operator to allocate an interpreter.  

    TIS National aims to eventually increase ATIS to offer automated phone interpreter allocation in all languages to ensure that agency clients receive the fastest and easiest phone interpreting experience.

    ATIS has increased to 30 languages

    The Automated Telephone Interpreting Service (ATIS) allows you to immediately communicate with your non-English speaking client with a phone interpreter, without having to call the TIS National Contact Centre for operator-assisted interpreter allocation.

    Previously available in 18 languages, TIS National have launched phase one of the new and improved automated service, allowing agency clients to be able to access an interpreter in 30 languages.

    In the coming weeks TIS National will be expanding ATIS to over 50 languages.

    Why use ATIS?

    • More interpreters accepting requests through the automated service.
    • Direct access to an immediate phone interpreter.
    • Save time by avoiding lengthy call wait times.

    Messages in Language

    Messages in Language has been implemented to assist non-English speaking-initiated calls with understanding what’s occurring when they wait on hold with TIS National.

    When a non-English speaker calls 131 450, they will be asked to say the language they need. The IVR will then determine that the client is a non-English speaker and the following message will be played in their selected language ‘Please wait while we contact an operator’.

    Once the phone operator has confirmed the language with the non-English speaker, they will then need to put the client on hold in an attempt to allocate the phone interpreter.

    Once on hold, the following message will be played in their selected language ‘Please wait while we contact an interpreter’.

    Messages in Language will not only assist the non-English speaker to understand what’s happening in the call flow, it will also help TIS National operators and interpreters who answer the call, as the non-English speaker will know which party they are speaking with.

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