Multilingual Customer Service: Breaking Language Barriers
Serving 800K+ Customers
May 7, 2025
Municipal Utility Provider
Our comprehensive interpretation solution expanded this major utility provider's language capabilities, delivering on-demand access to professional interpreters while improving service for non-English speaking customers.
800,000+
customers served by the municipal utility
200+
languages available through on-demand interpretation
20-second
average connect time for Spanish interpretation
45-second
average connect time for all other languages
Challenge
Client had a need for over-the-phone interpretation services to supplement their bilingual employees' capacity.
Scope
On-demand, over-the-phone interpreting services for 200 languages. Dedicated toll-free number for the client. Training/online resources on using Over-the-Phone interpretation services Detailed reporting on service usage. Documenting translation services.
Deliverables
Provided on-demand access to interpreters in over 200 languages with average connect times of 20 seconds for Spanish and 45 seconds for all other languages, while ensuring a professional and friendly customer service experience for employees and customers.
Impact
The solution expanded the client’s language support capabilities, improving service accessibility and communication for non-English-speaking customers. Fast response times and reliable interpreter access eased the burden on bilingual staff.