How does the Centre handle client requests?

Delivering quality translations in all requested language combinations within the agreed deadlines: this is the challenge we take up every day at the Translation Centre. Over the years, we have optimised our translation workflow to ensure that requests are handled as smoothly as possible. Here are the different steps in our workflow, from handling incoming requests to delivery and client feedback:

1. Incoming requests

The Workflow Management Section (WMS) monitors incoming requests received via the eCdT Client Portal. It checks the files for conformity with regard to the source document: language, page count and format, and verifies the service requested, as well as the deadline and target languages required.

2. Pre-processing

WMS ensures that there are no layout issues with the original source files, collects the relevant reference material, retrieves the re-usable content from translation memories and provides all working files and linguistic and terminological resources.

3. Translation

Once the pre-processing stage is complete, and depending to the results obtained, WMS decides whether the work should be assigned to the qualified in-house translators or outsourced to the Centre’s network of specialised freelance translators. WMS assigns jobs to translators according to their specialisation, skills and mother tongue. The outsourcing criteria taken into account include the internal workload, the degree of confidentiality, the subject matter and the length of the document. If a document is outsourced, WMS can rely on the relevant framework contracts agreed with external providers and can also call on specific freelance contractors, depending on the subject matter and language combination.

4. Client Coordinator's support

Translators can seek advice from the Centre’s Client Coordinators (who are members of the Translation Department) for any questions related to the content of source documents.

5. Mid-processing

All the technical aspects of documents processed by freelance translators are checked by WMS.

6. Revision

All outsourced documents are revised by our in-house translators, who are required to fill in an assessment sheet on the quality of the work provided by the freelancer, in accordance with the terms of the framework contracts and the general conditions the Translation Centre for language services. All in­-house translations are cross-checked by another translator within the relevant language team.

7. Post-processing

WMS checks the documents for completeness and adjusts the layout, where necessary. In a similar manner, files to be delivered to clients through web uploads are verified (completeness and display checks), rectified and uploaded by WMS.

8. Delivery

WMS ensures that the document is delivered to the client by the agreed deadline.

9. Client feedback management

The Client Coordination group (External Relations & Communication Section) analyses the Client Satisfaction Forms (CSFs) returned by the clients.