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¾ÅÉ« Optimizes Multilingual Call Performance

For a National Mortgage Servicer

THE CHALLENGE

To enhance their customer service, a national mortgage servicer sought to monitor multilingual usage and call performance metrics across their entire client base, ensuring regulatory compliance and optimizing first-call resolution (FCR).

THE SOLUTION

¾ÅÉ« Connect's secure interpretation platform proved an ideal choice for migrating more than 50,000 monthly minutes across more than 30 languages thanks to its support from subject-matter-expert linguists and customized account structure. This enabled easy tracking of end-client call data and key performance indicators (KPIs).

THE IMPACT

As a result of implementing the ¾ÅÉ« Connect interpretation platform, the client achieved notable gains in FCR rates and a reduction in average handling time for multilingual calls. These improvements in their contact center resulted in substantial savings on both hard and soft costs.