Protecting Interpreters and Customer Service Agents from Deviant Callers

In the language services industry, Barbier interpreters and customer service agents act as the bridge between individuals and essential services, ensuring smooth communication across different languages and cultures. However, while our professionals work diligently to facilitate understanding, they are not immune to inappropriate or deviant behavior from callers. Shocked? Well, it happens. In 2023 survey by Ringover revealed a significant rise in abuse and hostility toward customer service workers and that 42.8% had been sworn at or screamed at by customers. Moreover, 70.6% of these workers indicated that this abuse negatively affected their mental health.

Recently, one of Barbier’s interpreters encountered such a call, and it underscored a crucial but often overlooked issue—how to protect language professionals from harassment and manipulation during their interactions. Although discussions about cybersecurity and data protection are commonplace, safeguarding the personal safety and well-being of interpreters in remote call environments is just as vital.

The Threat: Deviant Callers in Language Services

Deviant callers can take many forms. Some may attempt to engage interpreters or customer service agents in inappropriate conversations, use explicit language, or create distressing scenarios to manipulate the interpreter into staying on the line. Others might attempt social engineering tactics, seeking confidential information or trying to exploit weaknesses in security protocols.

Unfortunately, the language services industry does not often address this issue in client education or interpreter training. Yet, such incidents happen frequently, making it essential at Barbier to discuss proactive solutions for our interpreters, customer service agents, and clients alike.

Safeguarding Interpreters: Barbier Best Practices

To protect interpreters and customer service agents from deviant callers, Barbier implements clear policies and best practices. Here are some key measures:

1. Strengthen Security Protocols

• Implement PINs or Security Codes: Our call center asks that Barbier clients should always verify their identity with a secure PIN or other authentication method before one of our interpreters joins the call. This minimizes the risk of unauthorized individuals accessing interpreting services for malicious purposes.
• Use of Call Monitoring and Recording: Whenever client permitted, Barbier managers monitor and record calls to deter inappropriate behavior and provide evidence if an incident occurs.
• Limit Personal Information Disclosure: Barbier Interpreters should never share personal information, including their full names or locations, to prevent callers from attempting direct contact outside professional channels.

2. Provide Training on Handling Deviant Callers

• Recognizing Red Flags: Barbier Interpreters are trained to identify the warning signs of a deviant caller, such as excessive personal questions, requests for secrecy, or language that feels inappropriate.
• Setting Boundaries: Barbier Customer Service Agents are empowered to disengage from inappropriate interactions. Barbier is ever evolving with training and includes scripts or responses to shut down inappropriate conversations professionally but firmly.
• Using a Code System: Barbier also implements a discreet code system where interpreters signal to a supervisor when they feel uncomfortable on a call, prompting intervention or termination of the session.

3. Establish Clear Reporting Procedures

• Immediate Documentation: Our interpreters and customer service agents document any incidents immediately, noting details like the time, nature of the call, and any identifying information about the caller.
• Internal Support Systems: Barbier has, and all language service companies should create a supportive environment where interpreters can report deviant calls without fear of judgment or retaliation.
• Blocking Repeat Offenders: If a specific number or individual is found to be engaging in repeated harassment, their access to services are restricted or revoked.

The Role of Clients in Protecting Interpreters

While Barbier as a language service company bear the primary responsibility for protecting interpreters, our clients also play a crucial role in ensuring a safe working environment. Organizations that use interpreting services should:

• Understand Security Protocols: Clients must follow proper verification steps before accessing interpreters, ensuring that only authorized personnel can initiate language support sessions.
• Educate Their Staff: Frontline employees should be aware of potential risks and collaborate with language service providers to uphold professional conduct.
• Support Interpreter Well-Being: Clients should respect interpreters as professionals and reinforce the expectation that calls remain appropriate and professional.

Barbier asserts that the safety and well-being of interpreters and customer service agents must be a priority in the language services industry. By implementing strong security measures, providing proper training, and fostering a culture of accountability, we can create a safer work environment for those who play a vital role in breaking language barriers.

If you’re a Barbier client or an organization using language services, take the time to review your protocols and ensure that you are part of the solution. If you’re an interpreter or customer service agent, know that you have the right to work in a safe and respectful environment—and there are steps you can take to protect yourself.

By working together, we can address this often-overlooked issue and ensure that language access remains a professional and secure experience for all involved.