Challenges Faced
Picture this: a Spanish-speaking customer needs urgent assistance with potential fraud on their account but faces a 20-minute wait just to reach someone who understands their concerns.
This wasn't a hypothetical — it was a daily reality that the bank had to address. Three critical challenges stood out:
Their contact centers were struggling with mounting response times for non-English speaking customers. This created frustration on both sides of the conversation and put service level agreements (SLAs) under serious strain.
Their in-house bilingual staff, though skilled, couldn't scale fast enough to meet the rapidly growing demand for multilingual support across multiple departments.
The existing language services provider couldn't meet the bank's rigorous security requirements — a critical concern when data protection is non-negotiable.
The Journey Begins
Our partnership with the bank started with a simple question: "What if we could transform language from a barrier into a bridge?"
The bank's leadership team was looking for an innovation partner capable of delivering world-class multilingual support while meeting stringent security and compliance standards.
The Result
Looking Ahead.
Today, the US bank is exceeding expectations. With a robust foundation for multilingual support in place, the team is now exploring innovative ways to expand their language services across digital channels, including chat and web platforms.
Reimagine the future of your business — TransPerfect helps you get there.