Contact Center Solutions Featured Article

TransPerfect Renames Remote Interpreting Division

July 20, 2017

TransPerfect has renamed its Remote Interpreting Division to TransPerfect Connect in an effort to express that the company does more than interpretation.

“We are much more than a remote interpretation services business; we’re a comprehensive customer support partner,” said Liz Elting, co-CEO at TransPerfect. “The diversified set of solutions we offer to our clients wasn’t being accurately reflected under the TRI name, so it was time for a change. By rebranding as TransPerfect Connect, we feel that the division name more accurately reflects what we do: we enable businesses to connect with their customers, whether that’s on the other side of the street or the other side of the world.”

TransPerfect Connect delivers over-the-phone interpreting and video remote interpreting capabilities along with business process outsourcing and call center support. In addition to phone and video communications, this solution supports chat and email interactions. All of the above are delivered via the company’s call centers in Tempe, Ariz., and San José, Costa Rica.

 “TransPerfect Connect fills an important role for businesses who want to engage with customers and other stakeholders worldwide,” explained Co-CEO Phil Shawe. “We are seeing an increase in demand for global call center support among clients and are excited to be investing in the technology, infrastructure, and people required to meet that demand.”

Contact centers are ill prepared to meet the rising tide of non-primary language requirements, according to a report published last year by The International Customer Management Institute and Lionbridge Technologies Inc. The study says 79 percent of contact centers serve non-native speakers and 52 percent of contact centers expect volume from this group to increase going forward.

The report, called “Lost in Translation: Leveraging Language to Deliver an Exceptional Customer Experience,” also indicates that:

  • nearly 20 percent of the survey group provide a scripted response but make no further attempt to support non-native speaking contact center customers;
  • 20 percent of contact centers fail to measure the quality of contact center interactions with non-primary language callers; and
  • 32 percent informally identify a contact center worker to do translation or take calls for non-native speakers.