Navigating the Conflict Between Volume and Value in Interpretation Services
A global tech company needs interpreters for back-to-back meetings across three time zones. To save money, they opt for the lowest-cost providers. The interpreters, juggling multiple assignments with little prep time, struggle to keep up. Miscommunication happens. Key details get lost. The client complains about quality but still pushes for cheaper rates next time. Sound familiar?
This scenario highlights a growing tension in the language services industry—the clash between volume and value, quantity vs quality. On one side, clients want more meetings, faster turnarounds, and lower costs. On the other hand, interpreters and language service providers (LSPs) argue that quality, expertise, and fair compensation matter just as much.
At many times, I had to decline clients who reached out to us to request interpreters because their suggested hourly rates were very low. One, for example, suggested $23 for a two-hour meeting for an interpretation from English to French, using the volunteering or “low-bono” argument. While it is possible for interpretation students to accept such offers for training and experience acquisition purposes, it doesn’t guarantee the same level of professionalism and quality as with a trained/experienced interpreter. Many clients often neglect this aspect, thus risking the quality of their meetings, conferences, or webinars.
Over the years, I realized that many decision-makers simply don’t understand what goes into high-quality interpretation. They might think:
· “Isn’t interpretation just repeating words in another language?”
· “Why pay more when cheaper options exist?”
This mindset creates a race to the bottom. LSPs, competing for contracts, slash prices to win bids. For example, a report by Nimdzi Insights found that 43% of LSPs lowered rates in the past two years to retain clients, even as demand for interpretation services grew by 18%.
A. Why Do Clients Prioritize Volume Over Value?
The push for volume often starts with a simple equation: more meetings = more coverage = better ROI. Clients—corporations, governments, or NGOs—frequently see interpretation as a line item to minimize, not an investment to optimize. Many value other elements of a project team, such as social media advertising, project management fees, etc., but often fail to also appropriately value the work of interpreters needed to break the language barriers in those meetings. They usually think it is not that hard to interpret, thus neglecting the required training and experience needed to provide quality interpreting services.
B. The Hidden Costs of Cheap Interpretation
When clients prioritize volume, everyone pays a price:
1. Burnout Among Interpreters
Interpreters aren’t machines. They need time to prepare, rest, and deliver their best work. But under pressure to meet high-volume demands, many end up overworked. A 2023 survey by the International Association of Conference Interpreters (AIIC) revealed that 62% of interpreters experienced burnout due to unsustainable workloads.
As one interpreter put it:
“I’ve done six consecutive days of 10-hour meetings. By day four, my focus was gone. Mistakes crept in, but the client didn’t care—they just wanted ‘coverage.’”
Burnout doesn’t just hurt interpreters. It leads to higher turnover, forcing LSPs to constantly train new talent.
2. Declining Quality
Cheap rates often mean less experienced interpreters. A medical conference might end up with a generalist interpreter who misses critical jargon, risking misunderstandings. In legal settings, errors can derail cases. Clients might save money upfront, but they risk reputational damage, delays, or even lawsuits down the line. 
3. Profit Margins Shrink for LSPs
Lower rates might win short-term contracts, but they’re a trap. Slashing prices by 20% means you need 25% more projects just to break even. Many LSPs get stuck in this cycle, chasing volume to compensate for shrinking margins.
A. How Can the Industry Shift Toward Value?
The solution isn’t about rejecting volume outright. It’s about redefining value to benefit clients, LSPs, and interpreters. Here’s how:
1. Educate Clients on the “Why” Behind Rates
Clients often don’t realize what they’re paying for. Break down the costs:
· Expertise: Medical, legal, or technical interpreters spend years mastering niche terminology. For example, a Fortune 500 company avoided a PR crisis by hiring certified interpreters for a product launch in Japan. Their nuanced handling of Q&A sessions built trust with local media.
· Prep time: Reviewing glossaries, speaker notes, and context isn’t optional—it’s essential.
2. Offer Tiered Pricing Models.
Not every meeting needs a top-tier interpreter. Create packages that match client budgets with appropriate service levels:
· Economy: For internal meetings with general topics.
· Professional: For client-facing events requiring industry-specific knowledge.
· Premium: For high-stakes scenarios (e.g., diplomatic negotiations, live broadcasts).
This approach lets clients choose while understanding the trade-offs. There is a humanitarian NGO that initially hired low-cost interpreters for refugee camp meetings through KLS’ network known as the Marketplace of African Translators and Interpreters (MATI). However, frequent errors led to misallocated aid. The NGO switched to a mid-tier LSP offering trained interpreters with crisis-response experience. Accuracy improved, and while costs rose by 30%, donor satisfaction jumped 50%.
3. Advocate for Industry Standards
Groups like the Association of Language Companies in Africa (ALCA) or AIIC can push for fair pricing guidelines respectively in Africa or globally. For instance, ALCA’s 2024 Annual Conference had a session by Oumi Ferguson that further advocated the need for “Value Over Volume” and encouraged clients to sign pledges committing to ethical rates. Over 120 LSPs joined, reporting a 15% average increase in client retention after adopting transparent pricing.
AI-driven scheduling software can optimise interpreter workloads, preventing burnout. Remote interpreting platforms like KUDO, Interprefy, Interactio, VoiceBoxer can reduce travel costs, allowing LSPs to allocate budgets to higher interpreter pay. A good example I can share here is that of a tech conference where there was a mix of AI transcription for breakout sessions and live interpreters for keynotes. This cost cuts by 40% while maintaining quality for high-impact moments.
But tech isn’t a fix-all. As one LSP manager warned:
The Road Ahead: Sustainable Growth Requires Change
The volume-vs.-value conflict won’t disappear overnight. But clients and LSPs are starting to recognize that sustainable growth means valuing people as much as profits.
As the industry evolves, those who prioritize this balance will thrive. The rest will keep racing to the bottom, wondering why their partnerships—and reputations—crumble.
My final thought
Next time a client asks for a discount, don’t just say no. Explain why fair rates matter. Share data on burnout. Highlight past successes. The goal isn’t to win every contract—it’s to build partnerships that value quality as much as you do.
Because in the end, interpretation isn’t just about words. It’s about connections. And that’s worth fighting for.
