How does the Centre handle client requests?

Delivering high-quality translations in all requested language combinations by the agreed deadlines: this is the challenge we meet every day at the Translation Centre. Over the years, we have optimised our translation workflow to ensure that requests are dealt with 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 language(s) required.

2. Pre-processing

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

3. Translation

Once the pre-processing stage is complete – and depending on the results obtained – WMS decides whether the work should be assigned to 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 include the in‑house workload, degree of confidentiality, subject matter and document length. 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 topic and language combination.

4. Client Coordinator / WMS support

Translators can seek advice from the Centre’s client coordinators, among their colleagues, to clarify any general linguistic issues with the client. Any linguistic and content-related issues arising from specific requests during the translation process are channelled through the WMS, which contacts the client’s requesters for clarification.

5. Mid-processing

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

6. Quality control

All documents are quality‑controlled by the Centre’s in-house translators. Outsourced translations are revised by our in-house translators, who are required to fill in an assessment sheet on the quality of the freelancer's work, in accordance with the terms of the framework contracts and the Centre’s general conditions for language services. In­-house translations are cross-checked by another translator within the relevant language group.

7. Post-processing

WMS checks the documents for completeness and adjusts the layout where necessary. Similarly, files to be delivered to clients through web uploads are verified for completeness and display checks, corrected and uploaded by WMS.

8. Delivery

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

9. Corrected Version Requests (CVRs)

WMS assesses each Corrected Version Request (CVR) to determine whether it requires translator input or technical involvement. If linguistic correction is necessary, the Translation Department analyses the CVR, implements the necessary corrections and prepares the final version, which is sent by WMS to the client, together with the translator’s reply.