Case Study: Top 3 US Bank improves multilingual contact center support with TransPerfect Translations

Top 3 US Bank improves ASA by 20% with TransPerfect Translations

A Top 3 US Bank was facing significant challenges in its contact centers, including long response times for its growing multilingual customer base and an inability to scale its in-house bilingual staff. Their existing language services provider also failed to meet rigorous security requirements. To address this, the bank partnered with vendor TransPerfect to implement a solution using their TransPerfect Connect on-demand interpretation platform.

TransPerfect deployed a comprehensive solution that integrated its interpretation platform and provided specially trained bilingual agents. This hybrid support model resulted in a 20% improvement in Average Speed of Answer and a 15% drop in Average Handle Time. Customer satisfaction scores saw significant improvements, particularly among multilingual customers, all while meeting the bank's stringent security and compliance standards.