Most RFPs for over-the-phone interpreting services get decided on two numbers: the per-minute rate and the number of languages claimed on the cover page. Both numbers are easy to game and hard to verify, which is why so many organizations sign a contract, then discover months later that connection times are slower than promised, rare-language coverage is thinner than advertised, or compliance documentation doesn’t hold up during an audit.

This checklist gives procurement teams, compliance officers, and department heads twelve concrete criteria to score OPI vendors against, along with the specific question to ask and the red flag to watch for on each one.

Quick Answer

• Score vendors on connection speed, credentialing, language depth, compliance documentation, and contract structure, not just the headline per-minute rate.
• Ask for data, not claims: average and 90th-percentile connection times, credential levels by language, and sample compliance reports.
• Build rare-language and after-hours performance into the RFP explicitly, since these are where most providers quietly underperform their marketing.

Before You Write the RFP: Gather Your Own Usage Data

A strong RFP starts with your own numbers, not the vendor’s. Pull twelve months of call volume by language, time of day, and average call duration if you have it. Without this baseline, you cannot evaluate whether a vendor’s connection-time or language-coverage claims actually apply to your real caller population.

The 12-Point Checklist

1. Connection Speed, Reported as Data, Not a Marketing Average

Ask for: average and 90th-percentile time-to-connect, broken out by top 10 languages versus all other languages.

Red flag: a single blended average with no percentile breakdown, which can hide slow connection times for anything other than Spanish.

2. Interpreter Credentialing by Language, Not a Blanket Claim

Ask for: which certifying body, CCHI, NBCMI, or a state court consortium, backs each of your top requested languages, and what percentage of interpreters in each language hold that credential versus an internal-only qualification.

Red flag: a vendor who cannot name a specific certifying body for your top languages and instead describes an internal testing process only.

3. Depth of Rare-Language Coverage

Ask for: a live test call or documented connection time for two or three of your organization’s actual lower-volume languages from its full supported language list, not the top ten.

Red flag: a total language count on the cover page with no willingness to demonstrate real availability in your specific rare languages.

4. Compliance Documentation and Reporting

Ask for: a sample call log or utilization report and confirmation that it supports Title VI and Section 1557 documentation requirements out of the box, whether your organization sits in healthcare or government.

Red flag: reporting that requires a custom data request or a paid add-on to produce basic compliance evidence.

5. HIPAA and Data Security

Ask for: a signed Business Associate Agreement, encryption standards for call transmission, and the interpreter confidentiality agreement template.

Red flag: vague assurances of compliance with no documentation offered before contract signature.

6. Contract Structure and Rate Transparency

Ask for: the full rate card including minimum call charges, after-hours and holiday multipliers, and any rare-language surcharges, in writing.

Red flag: a single headline per-minute rate with fees disclosed only in contract fine print.

7. Integration With Existing Systems

Ask for: confirmation of integration with your EHR, case management, or contact center platform, and whether that integration is included or a separate implementation cost.

Red flag: no clear integration path, requiring staff to dial a separate device outside their normal workflow.

8. Escalation and Failover to Video or On-Site

Ask for: the process for escalating a call to VRI or dispatching an on-site interpreter mid-encounter, and whether that requires a separate vendor relationship.

Red flag: a provider that offers OPI only and cannot describe a clear path for encounters that outgrow phone interpreting.

9. Quality Monitoring and Grievance Process

Ask for: how interpreter quality is monitored on an ongoing basis and what happens when your staff reports a problem with a specific call.

Red flag: no defined process for reporting or resolving a quality complaint about an individual interpreter.

10. References From Comparable Organizations

Ask for: at least two references from organizations of similar size, sector, and call volume, not general testimonials; a provider’s case studies page is a reasonable starting point, but ask to speak with a reference directly.

Red flag: references limited to logos on a website with no direct contact offered.

11. Standards Alignment

Ask for: confirmation that the provider trains and audits against the current ASTM F2089-24 Standard Practice for Spoken and Sign Language Interpreting, which replaced the older 2015 edition in September 2024.

Red flag: no familiarity with the current standard, or reference only to the withdrawn 2015 version.

12. Contract Flexibility and Exit Terms

Ask for: contract length, renewal terms, and the process and notice period for terminating or reducing volume if service does not meet the agreed benchmarks.

Red flag: long lock-in terms with no defined performance benchmarks tied to renewal.

A Simple Scoring Approach

Score each of the twelve criteria on a simple 0 to 3 scale, 0 for no answer or a red flag, 3 for full documentation provided unprompted, and weight compliance documentation, credentialing, and connection speed data most heavily if your organization is in a regulated sector such as healthcare or government. A vendor that scores well on price alone but poorly across credentialing and compliance items is generally the riskier long-term choice, even at a lower headline rate.

Sample RFP Questions to Copy Directly

• Provide average and 90th-percentile connection times for our top 10 languages over the trailing 12 months.
• List the certifying body and credential level for each of our top 10 requested languages.
• Provide a sample compliance utilization report formatted for Title VI or Section 1557 reporting.
• Confirm whether interpreter training is audited against ASTM F2089-24 or an equivalent current standard.
• Describe the process for escalating an OPI call to video or on-site interpreting mid-encounter.
• Provide the full rate card, including all surcharges, minimums, and after-hours multipliers, in writing.

Frequently Asked Questions

How long should an OPI RFP process take?

A thorough process, including a written RFP, vendor demonstrations, reference checks, and a short pilot period, typically takes 6 to 10 weeks for a mid-sized organization; rushing this timeline is the most common reason compliance gaps surface after signature rather than before.

Should we require a pilot period before signing a full contract?

Yes, where possible. A 30- to 60-day pilot with real call volume in your actual top languages reveals connection-time and quality issues that a sales demonstration will not.

Is the lowest per-minute rate ever the right choice?

Sometimes, but only after it passes the other eleven criteria; a low rate attached to weak credentialing or missing compliance documentation typically costs more in remediation and risk than it saves on the invoice.

Can one vendor realistically score well on all twelve points?

Established national providers with healthcare, legal, and government client bases are generally better positioned to score well across the full checklist than smaller regional agencies, though smaller providers can still excel on responsiveness and account management.

Final Word

A good OPI vendor selection process treats the per-minute rate as one line among twelve, not the entire scorecard. Asking for data instead of claims on connection speed, credentialing, and compliance reporting is what separates an RFP that protects your organization from one that simply documents a decision already made on price.

Voxivera’s over-the-phone interpretation services publish connection-time data, interpreter credentialing by language, and compliance-ready reporting as part of every proposal. See how our video remote and on-site interpretation services fit into a single escalation path, or request a quote to start your own evaluation.