Customers who speak foreign languages can handle Kela-related matters through instant interpretation or public service interpreting

Kela has started using instant interpretation. Instant interpretation is in use at most of Kela’s customer service points. When needed, the cooperation partner or Kela’s customer service specialist can also book a phone appointment with interpretation for the customer.

Kela has started using instant interpretation at most of its customer service points. Instant interpretation is a remote interpretation service where you get immediate contact with the interpreter in a customer service situation without any advance booking. Kela’s customer service specialist uses instant interpretation via an app on a smartphone or tablet.

The instant interpretation service is intended for short interpreting assignments. Currently instant interpretation can only be used at Kela’s customer service points. The instant interpretation service is provided by Túlka Oy.

Positive experiences of instant interpretation

Instant interpretation improves the service for customers who speak foreign languages as they can handle their Kelarelated matters flexibly and quickly through a professional interpreter. Instant interpretation also improves the possibilities for customers who speak foreign languages to handle their Kela-related matters independently and equally.

From the customer service specialist’s viewpoint the instant interpretation app is a convenient tool when you do not have a common language with the customer. Kela's customer service specialists have felt that instant interpretation enables smoother customer service and a better customer experience:

- Piece of cake, very easy to use. The customer left with a smile on his face.

- With the help of instant interpretation I could explain to the customer what the decision means.

- I could book an appointment with interpretation for the customer to continue processing the matter as it became apparent through instant interpretation that the customer needed more indepth guidance.

Kela also encourages customers who speak foreign languages to try handling their Kela-related matters in Finnish or Swedish as soon as their language skills permit. Instant interpretation is only needed if the customer's language skills are not yet adequate to handle complicated matters in a language that the customer has just learnt. It is also possible to handle Kela-related matters in English without interpretation.

Cooperation partners can book appointments with interpretation

Booking appointments with interpretation at Kela is also possible if the customer’s matter is complicated or there are several matters to be handled. Cooperation partners can book phone appointments with interpretation for customers in Kela’s appointment booking system if the customer has a Finnish personal identity code. Customers cannot themselves book appointments with interpretation.

The need for public service interpreting can also become apparent in a customer service situation at Kela. In that case, Kela's customer service specialist books a phone appointment with interpretation for the customer. Kela pays the costs for the interpretation.