Digital Content & Media

Oliver Healthcare Packaging's Digital Marketing Triumph with TPT Digital

Digital Content & Media

50,000+

monthly interpretation minutes managed

30+

languages supported

Significant cost savings achieved in contact center operations

The Challenge

Optimizing Multilingual Customer Service

Monitoring language usage across diverse client base

Ensuring regulatory compliance in all interactions

Improving first-call resolution (FCR) rates

A national mortgage servicer set a goal to optimize first-call resolution rates, reducing the need for follow-up calls and improving overall customer satisfaction. It faced the complex task of effectively monitoring language usage patterns and call performance metrics across its entire client base, which spanned multiple languages and regions. Simultaneously, the mortgage servicer had to maintain strict regulatory compliance in all customer interactions, a critical requirement in the highly regulated mortgage industry. This multifaceted challenge required a sophisticated solution that could seamlessly integrate multilingual support with existing performance tracking and compliance measures.

The Solution

TransPerfect Connect's Comprehensive Interpretation Platform

Secure, customizable interpretation platform

Subject-matter-expert linguists for specialized support

Tailored account structure for detailed performance tracking

TransPerfect Connect provided a comprehensive solution through its secure interpretation platform, designed to address the mortgage servicer's specific needs. The platform's flexibility allowed for a customized account structure, enabling easy tracking of end-client call data and key performance indicators (KPIs).

A key feature was subject-matter-expert linguists, ensuring that interpreters were fluent in the required languages and well-versed in mortgage industry terminology and regulations. This specialized knowledge was crucial for maintaining compliance and improving the accuracy of customer interactions.

The tailored account structure facilitated detailed monitoring and analysis of call performance, allowing the mortgage servicer to identify trends, optimize resource allocation, and continually improve its multilingual customer service strategy.

The Results

The implementation of TransPerfect Connect's interpretation platform was an impressive success for the national mortgage servicer. The company experienced a substantial increase in first-call resolution rates, indicating that more customer inquiries were being successfully addressed in the initial interaction. This improvement was complemented by a significant reduction in the average handling time for multilingual calls, streamlining the customer service process. These enhancements in efficiency and effectiveness translated into considerable cost savings for the contact center, impacting both hard costs (such as operational expenses) and soft costs (like customer satisfaction and loyalty). The ability to manage over 50,000 monthly interpretation minutes across more than 30 languages not only demonstrated the scale of the solution but also highlighted its success in handling a diverse, multilingual customer base while maintaining high-quality service standards.