TISSA is an acronym for Telephone Interpreting Service of South Africa.  It is the initiative of the National Language Service (NLS) within the Department of Arts and Culture (DAC). It was initiated in response to South Africa’s linguistic needs.  TISSA would enable service providers, mainly government departments, to communicate effectively with their clients in the language of their choice.  This means that the clients would be able to select from the eleven official languages and the South African sign language (SASLA) in order to ensure that linguistic rights of South Africans are protected.


The call Process

· Step 1: The official / employee makes a call to the share call number: 08600 TISSA / 08600 84772.


· Step 2: The official / employee is connected to the TISSA Call Centre in Pretoria.


· Step 3: The caller is welcomed to the TISSA Service and informed that calls may be recorded. The caller            is asked to hold while the call is transferred to the first available TISSA Call Centre agent.


· Step 4: The call is answered by the agent who speaks to both the official and member of the public.


· Step 5: After the Call Service agent has been informed of the language required, the system produces a            list of available interpreters and the agent selects the appropriate interpreter.


· Step 6: A call is made to the interpreter via the technology system.


· Step 7: The interpreter answers and accepts the call.


· Step 8: The Call Centre agent connects the official, member of the public and the interpreter. As soon as            the agent is satisfied that the interpreter can continue, he/she releases the call.


· Step 9: The interpreter explains the interpreting procedure and then interprets the conversation.


· Step 10: The official and the member of the public commence with their conversation in two different            languages. In order to be able to receive a detailed interpretation, the telephone has two hand sets            with a mute (silence) button on each of the hand sets.


NOTE: Prior to the interpreting session the official will have to explain to the member of the public how to use the handset provided for the three-way conference call.


· Step 11: When the conversation has ended the interpreter terminates the call by putting down his/her            receiver.


(The call is recorded throughout the process and confidentiality is strictly maintained.
TISSA interpreters have all been trained and are bound to a strict Code of Conduct.)


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