Language Services Case Study
A global language translation and interpretation provider partnered with Outsource Consultants to simplify a fragmented vendor environment and improve multilingual CX performance.
The results: A 20% first-year cost reduction, $800K in savings, increased agent productivity, and quality assurance performance exceeding targets by double digits.
Results
- 21%
- Cost Savings
- 52
- Seats Launched
- 1%
- Abandonment Rate
- $753K
- Total Savings
Client:
Global Language Translation & Interpretation Provider
Industry:
Language Services
Deliverables:
The Challenge
A global language translation and interpretation provider was operating with approximately 500 agents spread across three BPOs. This structure led to rising service costs, inconsistent quality, and increased operational complexity. As demand increased, the client faced growing risk tied to performance variability, abandonment control, and maintaining privacy standards across English, Mandarin, and Cantonese support.
The Approach
Outsource Consultants supported the client in consolidating to a high-touch outsourcing partner with multilingual capabilities. The engagement centered on launching a bilingual agent group and establishing clearly defined KPIs focused on call quality, abandonment rate, privacy, and first call resolution. OC also supported expanded operational oversight by strengthening leadership coverage and tightening real-time performance management.
The Outcome
Following the operating model changes, the client achieved a 90% call quality benchmark and reduced abandonment to 1%. The improvements also supported shorter calls and more consistent resolution. Over the course of the engagement, the client realized $432K in first-year cost reduction and $753K in total savings.
Results:
- 90% call quality achieved
- 1% abandonment rate
- $432K first-year cost reduction
- $753K total savings
FAQs
- How applicable is this model if we operate across different languages or regions?
The engagement focused on multilingual delivery with clearly defined performance controls. The underlying principles apply broadly, but execution depends on language mix, demand patterns, and compliance requirements. A strategy call helps clarify what would translate directly and what would need adjustment.
- How much consolidation is realistic without increasing risk?
That depends on current vendor performance, redundancy requirements, and compliance exposure. This case shows consolidation can reduce risk when governance and oversight are strengthened, not removed.
- What internal lift is required?
Minimal. You share your goals, systems, and content then we handle the rest. Need help with QA, scripts, or reporting? We’ve got you covered.
- How long until we see results?
Most clients see impact within 60–90 days. Ramp and stabilization depend on scope, but our launch playbook keeps timelines on track.
