Case Study: U.S. Government Tax Collection Agency achieves seamless multilingual customer communication with Lionbridge

U.S. Government Tax Collection Agency - Customer Case Study

The U.S. Government Tax Collection Agency needed to ensure taxpayers received accurate, timely information in their own languages and sought to establish a telephonic interpretation program for its customer helpline. Lionbridge was engaged to provide interpretation services to meet this language-access challenge.

Lionbridge’s program management established workflows, prepared interpreters for information-sensitive calls, and provisioned user access for more than 13,000 call center agents. Lionbridge has delivered over 800,000 minutes of interpretation in 55 languages, enabling the agency to communicate effectively with limited-English-proficiency customers.