2021 Evidence Document

Question 1

Since what year was LLS inception as a service?

Answer 1

1982

Question 2

What year did we start our Video Interpreting Solution?

Answer 2

Since 2004

Question 3

What year did we start our Onsite Interpreting Solution?

Answer 3

Since 2009

Question 4

When did Fluent start onsite interpreting as a business?

Answer 4

Since 1991

Question 5

What year did we start Translation and Localization?

Answer 5

Since 1992

Question 6

What year did we start our Testing and Training Solution?

Answer 6

Since 2002

Question 7

How many clients does LanguageLine service?

Answer 7

More than 30,000

Question 8

What is our client retention rate?

Answer 8

98%

Question 9

What is LanguageLine solutions rank for Language service providers in the world based on revenue in Common Sense Advisory?

Answer 9

3rd Largest

Question 10

What is LanguageLine Solutions rank for interpretation in the world?

Answer 10

Ranked 1st / we are larger than the next 9 interpreting providers combined

Question 11

What percentage does LanguageLine support top 10 Fortune companies?

Answer 11

90%

Question 12

What percentage of 5-star Medicare Contracts does LanguageLine Support?

Answer 12

90%

Question 13

how many Deaf and hard of hearing speakers are in USA?

Answer 13

over 10 Million

Question 14

How many interactions do we handle each year?

Answer 14

Over 53 Million

Question 15

How many languages do we offer for Over the Phone Interpreting?

Answer 15

240 Languages

Question 16

How many Video Languages do we support?

Answer 16

41 including American Sign Language

Question 17

How many Onsite interpreting languages are offered across the U.S?

Answer 17

100+ Languages

Question 18

How many languages can we offer for translation and localization?

Answer 18

340+ languages

Question 19

How many languages can we offer for testing?

Answer 19

55 languages

Question 20

How many Domestic on demand interpreters do we have?

Answer 20

4,495

Question 21

How many Global on demand interpreters do we have?

Answer 21

10,388

Question 22

What is the total number of on demand interpreters?

Answer 22

14,883

Question 23

What percentage of LanguageLine Certified employee interpreters vs percentage of LanguageLine Certified independent contractor?

Answer 23

Employee: 95%

Independent Contractors: 5%

Question 24

What is our SLA Connect Time (Seconds)?

Answer 24

Spanish: 30
Next 9: 45
All others: 60

Question 25

What is LLS's average length of calls in 2020?

Answer 25

12.5 Minutes

Question 26

What is our average monthly call count?

Answer 26

4.1 Million

Question 27

What is our platform availability commitment? How did we perform

Answer 27

Our Commitment: 99.99% | Our performance for 2020: 100%

Question 28

What is our video Fill rate?

Answer 28

95%

Question 29

How many Onsite Requests in the U.S in 2020?

Answer 29

95,678

Question 30

What is our Onsite Fill rate?

Answer 30

98.4%

Question 31

How many Tests and Trainings given in 2020

Answer 31

Tests: 8,528 Trainings: 306

Question 32

How many work at home audits di we perform on our U.S and Global workforce in 2020?

Answer 32

3,182

Question 33

How many Audits did LLS complete in 2020?

Answer 33

769

Question 34

What is our system called that monitors video agents image?

Answer 34

VIQRAM