Case Study: Large Telecommunications Company achieves 99.7% OPI fulfillment and sub-5-second connections with Lionbridge

How Lionbridge Helped a Large-scale Telecommunications Company Improve Fulfillment and Connection Speed for their Service Calls

Large Telecommunications Company, a U.S.-based provider serving more than 32 million customers, faced extremely high call volumes and strong demand for non-English support. Their prior Over-the-Phone Interpretation (OPI) vendor delivered slow connection times, low fulfillment rates, and limited language coverage, so the Large Telecommunications Company engaged Lionbridge to improve scale, simplify the IVR experience, and expand language support.

Lionbridge implemented a staged OPI onboarding (bringing one-third of users live every three weeks), one-click IVR language selection, client-specific interpreter training, stress tests, and robust reporting and portal training. As a result, Lionbridge scaled the program from ~80K to 750K+ minutes per month without performance loss, achieved <5 second connections for Spanish and <7 seconds for other languages, delivered a 99.7% fulfillment rate over 12 months (10M+ minutes), and expanded offerings to 180+ languages.