700% increase in call volume

In the face of an impending storm, a leading waste management company diverted its calls to two unaffected branches, resulting in a 700% increase in call volume and a gap in Spanish-speaking representatives.

24-hour notice

The company contracted Lionbridge to provide Spanish interpretation for its customers. Thanks to the scale and breadth of our linguist network, we assembled a team and developed a plan of action to support our customer in under 24 hours.

0 dropped calls 

Our customer was able to continue operations without a drop-off in performance while ensuring the safety of its Floridian and Puerto Rican representatives. With Lionbridge's over-the-phone interpretation support, the company maintained a 100% fulfilment rate during the disaster.

My company only needs OPI services intermittently. Does Lionbridge provide interpretation on demand?

Yes. In addition to our fully managed OPI services, the Lionbridge Instant Interpreter platform allows businesses to connect with an interpreter at any time with no contract, no commitment, and easy, per-minute pricing. Once you have registered for an account on our secure platform, you'll have full access to highly skilled Lionbridge interpreters on an as-needed basis.

Get started with Instant Interpreter on-demand OPI services.

How does Lionbridge handle sensitive calls with Limited English Proficiency (LEP) customers?

With over 25 years of experience across a variety of domains, Lionbridge has helped many companies and their customers through tough situations. Our linguists are held to high standards —we strive not only for quality interpretation, but for professionalism and compassion. To that end, we've developed an extensive interpreter training course to ensure our representatives are equipped to handle sensitive topics, such as medical claims, domestic abuse, and financial crises, while maintaining a supportive demeanor.

Read more about our LEP best practices here.

What industries do Lionbridge's OPI services support?

We work with a wide array of entities and industries, including government agencies, healthcare institutions, help desks, service/call centers, K-12 schools, universities, law firms, insurance providers, enterprises, small businesses, and more. Our interpreter network comprises linguists from all over the globe, with a broad range of backgrounds and experiences. We'll match you with the right representative to suit your unique needs.

What should I look for in an OPI provider? 

Choose a provider with a large language list and a robust infrastructure to make sure you can support the full breadth and scale of your customer base. Look for words like "real-time," "click-to-call," and "hosted language IVR" to ensure your provider will be available at a moment's notice. Above all, you need a partner you can trust. Look for a provider with high fulfilment rates, fast connection times, and glowing customer reviews.

Take a look at our in-depth guide to choosing the right OPI provider.

How have Lionbridge's OPI services supported telehealth initiatives during the COVID-19 pandemic?

Vaccine recipients, regardless of background or language, need to be able to speak to their healthcare provider to ask questions about the vaccine, seek guidance, and report potentially dangerous side effects. That's why Lionbridge has partnered with public and private sector service providers to inform, educate, and communicate with the general public via phone and virtual meeting platforms. Our on-demand services are available 24/7, and our interpreters are highly trained to handle medical material and sensitive topics in over 380 languages.

Read more about how Lionbridge is bridging the communication gaps in the COVID-19 vaccine rollout.