Interpretation
4,000
LEP customers served monthly
30+
languages supported
700K+
minutes of interpretation annually

The Challenge

Meeting Language Needs in High-LEP Areas
challenge
Serving a large limited English proficient (LEP) population
challenge
Struggling to meet service-level demands with in-house teams
challenge
Expanding language support across multiple business units

A Southeast-based top 50 retail bank faced challenges in serving its customer base, particularly in areas with high concentrations of limited English proficient (LEP) customers. The bank's existing in-house language support teams were overwhelmed, unable to meet the growing demand for multilingual services. This gap in language support not only affected customer satisfaction but also limited the bank's ability to expand its services and reach in these crucial markets.

The Solution

TransPerfect's Scalable Over-the-Phone Interpretation (OPI)
solution
Implementation of secure, scalable OPI services
solution2
Expansion of language support from 9 to 13 business units
solution3
Provision of experienced interpreters across 30+ languages

TransPerfect was selected as the bank's preferred language partner due to a comprehensive over-the-phone interpretation (OPI) solution. This choice was based on our extensive experience, robust security measures, and ability to scale services as needed. The implementation began with covering nine business units and quickly expanded to 13, demonstrating the solution's adaptability. TransPerfect's OPI service provided access to skilled interpreters across a wide range of languages, ensuring that the bank could serve its diverse customer base effectively.

The Results

4,000 LEP customers served monthly across 30+ languages
500K Increase in minutes of interpretation annually

The partnership with TransPerfect transformed the bank's ability to serve its LEP customers. In the first year alone, we handled over 200,000 minutes of interpretation, which has since grown to more than 700,000 minutes annually. This significant increase in capacity allowed the bank to extend its monthly language support to over 4,000 LEP customers across more than 30 languages. By providing a seamless banking experience to all customers, regardless of their spoken language, the bank has improved customer satisfaction and also positioned itself for growth in diverse markets. This successful implementation of multilingual support has set a new standard for inclusive banking services in the region.

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