Frequently Asked Questions & Help for our Customers

Our main focus is our customers and our interpreters and translators. Therefore we give everything to make the communication between you, our linguists and us as easy as possible. You can find all answers to frequently asked questions here. If you have further questions, don’t hesitate to contact us via mail or phone.

You can find the FAQ for our linguists here.


Quality

How can I be certain that the translator or interpreter is suitable for my job?

Translators and interpreters who apply to work for lingoking apply on the basis of specific “skills” that they have. We check these skills thoroughly. For example, all of our language service providers have a qualification from an ATA-certified university or college, or have many years of professional experience. If we consider a language service provider to be suitable, their skills are accredited.

Given that only accredited language service providers have access to the online marketplace and only language service providers with relevant skills receive notification of a new job, you need have no concern that the translator/interpreter may not be suitable for your job.

What is the position on quality and confidentiality?

Quality is the number one priority for lingoking! We work exclusively in accordance with the criteria set out in DIN EN ISO 17100. In addition, we have developed our own in-house quality initiative in close cooperation with professional interpreters, universities and associations, which provides you with the guarantee of reliability, trust and the highest quality. Every lingoking translator has to supply evidence of a recognised qualification and is thoroughly checked. A stringent non-disclosure agreement also has to be signed.

Does lingoking offer a quality guarantee?

All lingoking translators have completed qualifications to become translators and have many years of professional experience. We are therefore in a position to ensure that our translations are of a high quality. If there should be any problems with a translation nevertheless, all you need do is simply get in touch with our project managers. We shall do everything to sort out the problem as quickly as possible. Under our quality initiative you may also get a reduction in the fee of up to 100% if the translation was not satisfactory.

In which cases does it make sense to order a translation with proofreading included as well?

A specialist translation which has been proofread by a second native speaker specialist translator ensures the highest quality of translation. It is always sensible to order proofreading if the translated texts are to be published (e.g. websites, marketing materials, PR texts) or have a legal basis, e.g. with contracts.

Questions about job creation

What contract opportunities does lingoking offer and how does order processing work via the online market place?

ORDER BY QUOTATION:
COST-EFFECTIVE

Prepare your order yourself via the lingoking online market place and then receive several quotations from various language service providers. Language service providers who fulfil your requirements such as language combination, area of expertise or type of interpreting, can look at your order on the basis of the appropriate service provider profile. After viewing the quotations you commission the interpreter or translator with the most attractive quotation for you.


Who benefits from this:
Customers who want maximum transparency, who are happy to deal with language service providers on their projects, and in so doing would like to obtain the best price.


ADVANTAGES FOR YOU:

Price savings & reassurance:
You choose the best quotation and/or the best language service provider through “lingoking scoring”: You see all quotations sorted by a scoring system, which takes into account factors such as price, number of orders undertaken, customer rating etc. for each language service provider.

Transparency & control:
You prepare your orders independently, view the quotations of various language service providers and choose the right interpreter or translator for you.

Available worldwide & 24/7:
Place your translation and interpreting orders irrespective of lingoking’s office hours.

Direct contact with lingoking’s interpreters & translators:
Before and during the order you can make contact directly with the language service provider.

ORDER BY FIXED PRICE:
EXPRESS

In the lingoking online market place you supply your information about the interpretation or translation project. A few seconds later you will be shown a fixed price from lingoking, which you can simply confirm with a mouse click and thereby place the order.


Who benefits from this:
Customers, who need professional interpreters or translators by the fastest possible means and simultaneously wish for personal contact with the language service providers.


ADVANTAGES FOR YOU:

Speed:
After supplying your specifications for the text translation or interpreting assignment you will see the lingoking fixed price straight away. You can confirm this quite simply with a mouse click.

Available worldwide & 24/7:
Place your translation and interpretation orders irrespective of time and place, and also outside of lingoking’s office hours.

Time efficiency:
You don’t have to compare any quotations, but instead simply confirm the order price with a mouse click. (cf. Order option “Order by quotation”)

Direct contact with lingoking’s interpreters & translators:
Before and during the order you can make contact directly with the language service providers.

LINGOKING AGENCY SOLUTION:
CLASSIC

Tried and tested solution! For our customers who would like to enjoy a more familiar all-round service via lingoking, project management can in future continue to use the lingoking agency solution. On request, lingoking can continue to oversee all of the steps of your translation or interpreting project, so that you are only responsible for the offer confirmation.

In order to complete an order via the agency solution, simply click the “lingoking agency solution” button on the online market place platform and fill out the contact form. Or contact lingoking’s staff directly by email or telephone.


Who benefits from this:
Customers who would like to put their interpreting or translation project in professional hands. Customers with complex large-scale projects particularly value the lingoking agency solution.


ADVANTAGES FOR YOU:

A service with an all-round hassle-free package, including lingoking project management.

Project start:
Coordination and evaluation, as well as costing of the project.

Project implementation:
Optimisation of all processes, such as training interpreters and briefing translators; adequate use of modern technologies such as CAT tools, including translation memory systems (TMS); proactive planning of resources; monitoring compliance with agreed deadlines; implementation of strict quality controls of translations and interpreting work.

Project end:
Your project manager is your personal contact for queries, special requests and feedback/suggestions for subsequent projects.

How can I see what jobs I have already created?

After you have logged in, you can click on the “Overview” button to obtain an overview of all your jobs.

I have not received an offer in response to my request for an offer. What should I do?

If you have not received an offer in response to your request for an offer, you can first try extending the deadline for your job. Alternatively – especially in urgent cases – you can book the language service you require with a fixed price instead.

You can also contact lingoking directly, of course. Our project managers are always glad to deal with your requirements and will organise the appropriate language service provider for you in next-to-no-time.

What is the point of me setting up my own personal account on the online marketplace in order to create a job?

Setting up your own account on our online marketplace offers you many benefits. Your lingoking account will enable you to…

  • obtain an overview of all your jobs whenever you want and to make changes to them as well.

  • contact the contracted translators and interpreters directly, e.g. to clarify important questions.

  • to view the translated text or the interpreter’s confirmation of attendance and the invoice directly online and download them after completion of the job.

A language service provider has provided me with an offer but its period of validity has now expired. What can I do then?

Use the “Overview” function to go to your overview page, where you will see all the offers for your job. There you can use the “Request extension” button to request the language service provider for an extension to the period of validity for the offer.

What do the symbols next to each job mean?

When you create a job offer on our online marketplace, it includes specific symbols which are meant to provide a better overview.

These symbols mean:

This symbol appears when collecting offers for an interpreting job.

This symbol appears when collecting offers for a telephone interpreting job.

This symbol appears when collecting offers for a text translation job.

This symbol appears when an interpreting job is posted at a fixed price.

This symbol appears when a telephone interpreting job is posted at a fixed price.

This symbol appears when a text translation job is posted at a fixed price.

Jobs marked with an additional lingoking logo are jobs that have been put on the online marketplace for you by our staff.

 

How can I cancel a job?

As long as you have not paid for a job, you can cancel it. For a job at a fixed price, you can only cancel it if work has not already started on it. If you obtain a number of offers from different language service providers, you may only cancel the job if you have not already given the go ahead to the language service provider. If you wish to cancel an order for a later job, charges may incur. In this case, please contact lingoking directly.

How long does it take for a translation to be completed?

Since we have a network of over 5,000 language service providers around the world, you will receive your translation as quickly as possible. In most cases, the translation can be done within 48 hours. If you need your translation urgently, please contact our project managers on the following phone number: +44 20 38086616, to arrange a personal time for delivery.

Questions about interpreting services

What is the difference between consecutive and simultaneous interpreting?

Simultaneous Interpreting

In the case of simultaneous interpreting, the speaker’s speech is translated almost at the same time. ‘Simultaneous’ in this case refers to the simultaneous practice of two exercises: listening to the words spoken in the source language and speaking these words in the target language. The brief interval between the speaker’s words and the interpreter’s is described in the terminology as Décalage (French for shift). Simultaneous interpreting is very mentally demanding and requires an extremely high level of concentration even from experienced, professional interpreters. (Further information on this issue can be found under the answer to the next question Why do I require two interpreters for simultaneous interpretation?)

Areas of application for simultaneous interpreters:

  • Multilingual events
  • Conferences
  • Meetings
  • Negotiations
  • Press conferences, etc.

The advantages of simultaneous interpreting:

  • Time-saving due to the simultaneous transfer of spoken information
  • Good for the listener, since interpreting technology allows for undisturbed acoustics from the speakers or participants via the interpreters
  • Any number of listeners can be accommodated (for simultaneous listening) since the interpretation can be followed via any number of headphones
  • The option of interpretation into several languages at once
  • A high level of professionalism
  • Lively and dynamic discussions possible
  • Professional acoustic conditions for interpreters and listeners

The disadvantages of simultaneous interpreting:

  • If any, higher costs due to necessary equipment and presence of two interpreters per language combination (for assignments lasting more than 30 minutes)
  • Technology-based approach for groups of 3 or more participants
  • Fixed booths not suitable for every situation (e.g. Factory tours)
  • Sufficient space for interpreting booths which must offer a view of the event

Consecutive Interpreting

Consecutive interpreting is the oldest form of interpreting in the history of the practice. The important distinguishing feature of simultaneous interpreting is the delayed interpretation of the words spoken. With the aid of special note-taking technology, the interpreter makes notes on the words spoken during the presentation and then interprets these notes into the target language. Target-language consecutive interpreting is characterized by streamlining content and exceptional structuring of the speech. This takes the burden off the listener and the additional time that the consecutive interpreting makes use of is kept to within reasonable limits.

Areas of application for consecutive interpreters:

  • Auspicious occasions, e.g. toasts or welcome speeches.
  • Events with high-ranking levels of protocol such as bilateral meetings of heads of state and governing leaders.
  • Cultural events, e.g. author’s readings, film premières
  • Training courses

The advantages of consecutive interpreting:

  • The listeners or parties – e.g. in the case of negotiations – have more time to take in what has been said. In this way, the content of what has been said often has a more profound effect on the listener
  • No technical equipment is necessary
  • More affordable (in comparison with simultaneous interpreting)

Disadvantages of consecutive interpreting:

  • Due to the delayed transfer of information, the event and speaking time is extended

When and which interpreting technology is required?

The technology used for interpreting assignments depends on the number of participants and style of interpreting. Unlike simultaneous interpreting, consecutive interpreting does not require the support of technical equipment.

When it comes to technical equipment, there are three principle options available for simultaneous interpreting:

  1. Simultaneous interpreting in an interpreting booth (for approx. 15 participants): For this purpose, one or several soundproof booths are installed in the back of the function room which are mostly occupied by two or three interpreters. Simultaneous interpreters work together in small teams due to the high mental (concentration) and physical (voice) demands of their work and swap at regular intervals and support one another in the case of possible difficulties (for example, an off-duty interpreter can alert technicians to disturbances with sound quality).

    The interpreter listens to the speaker via headphones and interprets the spoken words into a microphone. The interpreted words are then received by the listeners via headphones.

    Interpreting booths must meet certain standards with regard to soundproofing, size and ventilation (ISO 2603 for fixed booths, ISO 4043 for mobile booths). Attention should also be paid to ensure that booths are positioned so that all interpreters have an unimpeded view of all projection screens and the speaker.

  2. Chuchotage with personal guidance system (for approx. 3 to 15 participants):
    For events with smaller numbers of participants or if conditions do not allow for interpreting booths – e.g. outdoors – simultaneous interpreting with a personal guidance system is recommended. In this scenario, the interpreter stands directly next to the speaker and interprets quietly into the microphone for the personal guidance system, whose signal is transmitted to the listeners through headphones via mobile transfer technology. This style of interpreting is particularly suitable for smaller group tours or factory tours, amongst other things.

  3. Chuchotage without personal guidance system (for a maximum of 2 to 3 participants):
    Chuchotage without a personal guidance system is suitable for a maximum of 2 to 3 participants who receive simultaneous interpretation. Attention should be paid to the fact that the listeners must sit or stand directly next to the interpreter.

Why do I require two interpreters for simultaneous interpreting?

Simultaneous interpreting is considered to be the most refined craft in the world of interpreting. This is because simultaneous interpreting is the most mentally demanding form of interpreting and requires the highest levels of concentration. In order to be able to interpret with full efficiency, no interpreter should interpret for longer than 30 minutes at a time. The professional view is that a maximum of 40 minutes of simultaneous interpretation is reasonable per individual interpreter.

For an interpreting assignment which lasts longer than half an hour, two simultaneous interpreters must be employed to take turns every 30 minutes. This method has been approved worldwide and guarantees you, the customer, the highest quality when it comes to interpreting.

What can I, the client, do to ensure that the interpreting assignment runs as smoothly as possible?

As our customer, you can look forward to a comprehensive all-round service from lingoking. lingoking’s experienced project managers will take the burden off you, the organiser, meaning you can use the extra time to focus on the important aspects of your event that aren’t related to interpreting.

There are a few easy things you can do to ensure that the interpreting assignment is a success. You can do this by ...

  1. …booking your interpreter(s) well ahead of time.

  2. … submitting preparatory training material for the interpreter(s).

    For interpreting, it’s important to remember: Only that which has been properly understood can be correctly interpreted. For this reason, our interpreters like to work on the content and relevant terminology for the event in advance.

    By providing interpreters with preparatory documents well ahead of time, you, the client, can ensure that the interpreting goes as smoothly as possible – after all, it’s in your own interests too!

    Preparatory materials include any documents relating to the interpreting assignment involved in the event. This includes, for example:

    • Event agenda
    • Specific terminology (lists) for your company/your products
    • PowerPoint presentations
    • Conference and press maps
    • Press releases
    • Other documents (e.g. contracts) referred to during the event
    • Information regarding the infrastructure of the location (arrival, parking information, etc.)
    • Requests for usage rights (e.g. audio and video recordings)

How long does it take for an order to be prepared for an interpreting assignment?

The placement time varies according to the location of the assignment and the required language combination. As a general rule we can normally organise an interpreter at the location for our customers within 24 hours.

Can I book an interpreter at short notice?

Our interpreters can be booked at very short notice, less than 24 hours in advance.

For long-term assignments, we recommend you book lingoking interpreters early in advance.

lingoking does its utmost to ensure that interpreters’ travel and assignment costs are kept as low as possible for its customers. The earlier you decide to hire a lingoking interpreter, the sooner our project managers can begin planning and therefore keep travel and assignment costs low. Furthermore, a longer waiting period increases the likelihood of finding the best-qualified interpreter for the job. This is because the best interpreters are often requested far in advance, especially in the case of specific subject areas or unusual language combinations. For interpreting assignments with popular language combinations, we recommend you book one or ideally two weeks in advance. For larger assignments with several language combinations and technical equipment - also abroad - we recommend you book four to six weeks in advance.

Telephone interpreting

For whom is the lingoking telephone interpreting service suitable?

Small and medium-sized companies:

The organisation of international correspondence, meetings and conferences is child’s play with lingoking voice. Use our interpreting service for your foreign language customer support, for planning business trips or for international cooperation and sales talks.

Hospitals and doctors:

Our interpreting service is available quickly and directly and can provide valuable assistance when you are dealing with medical emergencies. Admission and discharge interviews and visits to patients or consultations with patients who speak a foreign language can also be greatly assisted with the lingoking telephone interpreting service.

Lawyers and public authorities:

The lingoking telephone interpreting service is an uncomplicated alternative to conventional interpreting services. Use lingoking voice, for example, for legal consultations or in court proceedings involving customers who speak a foreign language, for filling in applications or for youth welfare office meetings involving parents who speak a foreign language.

Private individuals and travellers:

Well equipped when on the move: Use our telephone interpreting service for emergencies when abroad, e.g. in case of a car breakdown or a medical emergency. Our service can also be of assistance for making travel plans.

 

How long does it take before a telephone interpreter phones me back?

The amount of time depends on the language combination you require. For languages that are available immediately – meaning all the most common European languages – you can expect to be called back within 20 minutes at the most, and for all other languages we will normally provide a telephone interpreter within 24 hours on normal working days.

What does the lingoking telephone interpreting service cost?

You will find an overview of the fees for the lingoking telephone interpreting service here.

Marketplace functions

What is the difference between business and private customers?

If you create a job in the name of a company, you are a business customer. But if you create a job for private use, you are a private customer. This differentiation is important for us for billing purposes after completion of the job.

Why do I only see the names of the language service providers in anonymised form?

Security and privacy are of utmost importance to us here at lingoking, therefore we also aim to protect the privacy and data of our service providers.

Why is it required to enter my time zone during the registration process?

To make sure that times are displayed properly for you and our language service providers, for example the delivery date or starting date for a project, it is necessary to enter your time zone during registration.

 

NOTE: The appointment times for interpreting services are always displayed as the local time of the location of the appointment.

When ordering a text translation, the delivery date is always displayed according to your time zone. This is also the case when collecting offers, for the time period available for language service providers to submit an offer as well as for the period of validity for the offers submitted by language service providers.

As a consequence, the times that you see may be different from those seen by the language service provider if he/she lives in a different time zone.

Costs/Payment

Is it cheaper for me to order my language service at a fixed price or to obtain offers?

If you submit a request for a job at a fixed price, you know from the start what the language service will cost you and you do not have to concern yourself with anything else after that.

If you request offers from a number of language service providers, you will gain an overview of the market price and you can then decide on the language service provider that's right for you.

Why does lingoking need my address?

If you order a sworn translation from us, we need your address so that we can send you the original translation in certified form.

You can download your invoice conveniently from the online marketplace. However, if you want your invoice sent by post, we need your address in this case as well.

Why does lingoking charge per word for translations and not per line?

Calculating the fee on a per word basis is far more accurate than on a per line basis. When the calculation is made on the basis of the word count, you only pay for the words needing to be translated.

How are the travel costs for an interpreting assignment calculated?

The travel costs for interpreters are comprised of compensation for travel time and travel costs for the journey to and from the location. They are calculated at 0.80 € plus VAT per kilometre and per interpreter. For interpreting assignments in popular European languages in major cities, the travel costs amount to €30 to €40 plus VAT per interpreter/day. In more remote locations, travel costs may rise to a maximum of 120 € plus VAT per interpreter/day. lingoking presides over one of the largest networks of internationally available on-site interpreters. This allows the majority of assignments to have on-site interpreters travelling very short distances and hence the travel costs are kept very low.

What do I have to keep in mind when an event lasts longer than agreed?

Should an event last longer than agreed upon, overtime hours are invoiced separately. The lingoking overtime regulations apply in general. Each overtime hour is charged at a cost of 90€ per interpreter.

A started hour is charged as a full hour. This rule applies both to fixed-price orders and to marketplace projects. For the latter, the rule applies as long as the language service provider has not specified a separate rate for overtime hours in the offer. If the interpreter has specified a rate for overtime hours, the price for overtime is calculated according to the specified overtime hour rate plus a 35% service fee and VAT, when applicable.

What methods of payment does lingoking offer?

You can make your payments to lingoking conveniently either by bank transfer or PayPal. This guarantees that payment is processed quickly and securely and allows you to use the lingoking service at short notice and without any complications. If you are a company, you can also make payment on account.

Why do I have to give my tax number?

In Germany the invoice must include the tax number for correctness. All business customers therefore have to give their tax number/value added tax registration number. Companies in the EU give either their tax number or value added tax registration number. Companies from third countries give their tax number.

When do I receive the invoice?

As soon as the project has been completed you can download your invoice virtually straight away from the online marketplace.

Other questions

Can I choose the same translator/interpreter every time?

If you wish to have the same translator or interpreter for subsequent jobs as well, it can be arranged. In this case, please get in touch with our project management team.

What is an apostille?

According to the German Federal Foreign Office, German documents are often only recognised by the authorities of another country if the genuineness of the document or its legal relevance has been proved in special procedures. Depending on the country concerned, this is done by means of an apostille or a legalisation.

What is official certification?

Where documents or certificates issued in another country need to be presented to German authorities or courts, for example, a sworn translation of the documents is normally required. To become a court sworn translator, the translator has to provide a court with evidence of their professional and language qualifications in order to ensure that the translations are of the highest possible standard of quality. With their signature and stamp, the sworn translator attests to the correctness of the translation and its accuracy compared to the original.

In many cases this procedure is also sufficient for the presentation of German documents in other countries.

When do I need an apostille and when do I need a legalisation?

You need an apostille if the country in which you wish to present your documents is affiliated to the Hague Convention Abolishing the Requirement for Legislation of Foreign Public Documents dated 15 October 1961.

You need a legalisation if the country in which you wish to present your documents is not affiliated to the Hague Convention Abolishing the Requirement for Legislation of Foreign Public Documents dated 15 October 1961.

What must I bear in mind when ordering a certified translation?

Certified translations for use in Germany may only be completed by a sworn translator authorised to carry out such work in Germany.

Different regulations apply depending on the country in which the translation is required. Please enquire at the authorities in question beforehand to ascertain the necessary requirements for this translation.

Please indicate the country in which the document is required when ordering a certified translation from lingoking. This information must be given so that a suitable sworn translator can be tasked with the work.

What language combinations does lingoking offer for its language services?

In principle, translations and interpreting services can be provided for every conceivable language combination.

A (technical) error has occurred, what do I do?

There are various options to resolve the problem:

  1. Delete the cache and cookies in your browser.

    Here you can find a guide on how to do this in Chrome.

    You can find a guide for deleting the cache and cookies in Firefox here.

  2. Call up the online marketplace in another browser.

    The Internet Explorer 8 and Edge browsers are unfortunately not supported. As not all browsers are equally supported we recommend that you use Chrome. You can download this browser here.

Should you have tried both of these options and the problem still persists, please send us a message with a precise description of the problem and one or several screenshots. It is also helpful if you send your browser data to us. You can find this information here. Please send this information to support at lingoking.com.

We will try to resolve the problem as quickly as possible.