Summary:

Q: Why is cost per minute a misleading metric in language access services?
A: Cost per minute often hides inefficiencies such as long wait times, interpreter skill mismatches, and session delays. These issues increase the total time and cost of each interaction, making the service less efficient overall.

Q: What is cost per encounter, and why is it a better metric?
A: Cost per encounter measures the total cost of a language-supported interaction from beginning to end. It takes into account all factors that impact efficiency, including wait times, interpreter quality, and session complexity. This provides a more accurate view of the actual costs involved.

Q: How can organisations reduce the total cost of language access encounters?
A: Organisations can lower total costs by improving interpreter connection times, matching interpreters to the right subject matter, simplifying access procedures, and reducing delays or errors. These strategies help streamline the entire interaction, not just the interpreting minutes.

Why Cost Per Encounter Is the Key to Efficient Language Access

For organisations serving vulnerable populations, language access is a mission-critical function, focused on delivering a great experience efficiently and affordably. Too often, however, the conversation about cost revolves around the wrong metric: cost per minute.

Most providers assume a lower per-minute rate means lower overall cost. It does not.

In fact, focusing on cost per minute often hides inefficiencies that increase your true costs, frustrate staff, delay services, and expose you to compliance risk.

The smarter, more strategic metric is cost per encounter: the total cost of supporting a full interaction from start to resolution.

When you measure cost this way, the numbers and the story look very different.

What Cost Per Minute Misses

When your organisation focuses on a low cost per minute, it often backfires.

A seemingly cheap rate quickly inflates total costs when staff endure prolonged wait times to connect, face mid-session transfers due to skill mismatches, or deal with interpreters lacking crucial domain knowledge.

This is why cost per encounter is the truly meaningful metric. It reflects real efficiency: the actual time your staff spends per interaction, how often delays force rescheduling, the errors avoided or caused, and whether the limited English speaker truly felt understood.

You don't save money by shaving pennies off the per-minute rate. You save by cutting down the time, complexity, and friction in each language-supported interaction.

Learn More: The State of AI Interpreting - Three Things to Know Right Now

How LanguageLine Helps Clients Reduce Cost Per Encounter

Many organisations face a common problem when they come to LanguageLine: Despite their current provider's low per-minute rates, their language access programmes are slow, inefficient, and increasingly expensive in practice.

This often means staff waste time waiting for interpreters, encounters take longer than they should, and quality is inconsistent, ultimately driving up the total cost of each interaction.

That's precisely why we focus on reducing friction at every step of the encounter, not just during the interpreting session, but before and after it too.

This is how we do it:

• Faster Connection Times: Staff shouldn't have to wait on hold while a limited English speaker waits beside them. We've reduced average audio connection times to be the fastest in the industry. Faster connections translate directly into shorter total encounters and greater staff productivity.
• Highest-Quality Interpreters: Our interpreters are the most rigorously trained in the industry, undergoing extensive assessments in both language proficiency and subject matter expertise, particularly for regulated environments like healthcare, government, and finance. This ensures conversations progress more efficiently, leading to fewer clarifications, repetitions, and errors, and resulting in smoother, faster encounters with greater clarity for all parties.
• Skill-Based Interpreter Routing: Not every interpreter is right for every situation. Through our Olympus platform, we route interpreters not only by language but also by domain expertise. This reduces the risk of miscommunication and avoids mid-session transfers, keeping the encounter moving without interruption.
• Real-Time Interpreter Workforce Management: LanguageLine adjusts interpreter staffing every 15 minutes based on actual demand. This means you get the availability you need when you need it. Your staff avoids long waits, eliminating the cost of their idle time.
• Custom Call Flow Architecture: A common but often overlooked cost driver is time spent navigating complex phone trees. We design customised call flows, including language menus, that route limited English speakers directly to in-language support.
• High OnSite Fill Rates: In-person interpreting encounters often require rescheduling if no interpreter is available. Our 95% fill rate for OnSite requests reduces delays and ensures more encounters are completed as scheduled.
• Training and Implementation Support: Technology only works when people know how to use it. We provide free training and hands-on implementation guidance so your staff can confidently use our services from Day One.
• Quarterly Business Reviews and Ongoing Optimisation: Many providers go silent after implementation. We don't. We conduct quarterly reviews to track your usage patterns, identify opportunities for savings, and make proactive recommendations.

Learn More: Why Cutting Language Access Costs More Than It Saves

The Questions to Ask

If you're not sure whether your current language access programme is truly efficient, ask your provider:

• What are our account’s average connect times for both audio and video interpreting calls?

• Do you offer skill-based interpreter routing based on industry or subject matter?

• Can we customise call flows to reduce staff time and improve the experience for limited English speakers?

• What kind of training and implementation support is available to our staff during the entire length of the contract?

• How do you provide ongoing optimisation and usage reviews?

• How do you manage interpreter workforce levels in real time?

If your current vendor struggles to answer these, it may be time to reassess the true cost of your encounters.

Better Metrics, Better Outcomes

Cost per minute is an outdated lens that fails to reflect the operational realities you face every day. Cost per encounter is the better metric because it captures what truly matters.

Ready to make your language access programme faster, smarter, and more cost-effective? LanguageLine is ready to help. Let's have that conversation. Please contact your Account Manager or contact us here.