Delivering Seamless Bilingual CX
Through Active Translation
Summary
A leading U.S. insurer partnered with KM² Solutions to enhance the customer experience for Spanish-speaking customers. While bilingual agents could efficiently handle most service inquiries, licensed insurance transactions required the direct involvement of the client’s licensed representatives. KM² implemented an Active Translation model that seamlessly connected bilingual agents with licensed representatives in real time, reducing bilingual handle times by 65%, improving first-call resolution, and delivering a more efficient, compliant customer experience.
The Challenge
The client needed to deliver a seamless experience for Spanish-speaking customers while adhering to the regulatory requirements governing licensed insurance transactions. While bilingual representatives could effectively manage most customer interactions, certain activities required the direct involvement of licensed insurance professionals, creating operational complexity, longer handle times, and additional customer effort.
Key challenges included:
- Licensed transactions required customers to be transferred or connected with licensed representatives.
- Traditional interpretation methods increased handle times and disrupted the customer experience.
- Licensed representatives spent valuable time translating conversations rather than focusing on licensed activities.
- Multiple handoffs increased customer effort and reduced operational efficiency.
The client needed a solution that would improve the bilingual customer experience, maintain regulatory compliance, and make better use of licensed resources without introducing additional complexity.
The Solution
KM² Solutions designed and implemented an Active Translation model that combined fully bilingual customer care with real-time support from the client’s licensed representatives.
The solution kept the bilingual KM² representative as the customer’s single point of contact throughout the interaction while seamlessly incorporating licensed expertise only when required.
The operating model included:
- Spanish-speaking customers selected their preferred language through the IVR and were routed directly to bilingual KM² representatives.
- Customer service inquiries were resolved entirely in Spanish by KM²’s bilingual team.
- When licensed insurance activities were required, the KM² representative conferenced in the client’s licensed representative into the conversation.
- The KM² representative provided real-time translation throughout the interaction, allowing the licensed representative to focus exclusively on regulated insurance activities while maintaining a seamless conversation with the customer.
- Once the licensed portion of the interaction was complete, the KM² representative remained with the customer to conclude the call and ensure complete resolution.
By integrating bilingual expertise directly into the customer journey, KM² eliminated unnecessary transfers, improved operational efficiency, and delivered a more seamless customer experience without compromising regulatory compliance.
The Results
The Active Translation model transformed how the client supported Spanish-speaking customers, improving both operational efficiency and the customer experience. By combining bilingual expertise with real-time licensed support, KM² delivered faster, more seamless interactions while enabling the client’s licensed representatives to focus on licensed insurance activities rather than translation.
Key Results:
- 65% reduction in bilingual handle times
- Improved First-Call Resolution (FCR) for Spanish-speaking customers
- Reduced customer transfers and call abandonment
- Increased utilization of licensed representatives
- Delivered a seamless, compliant bilingual customer experience
The solution enabled the client to scale bilingual customer support without compromising compliance, demonstrating how an innovative operating model can improve efficiency while enhancing the overall customer experience.
Why It Matters
For organizations operating in highly regulated industries, delivering exceptional bilingual customer experiences often requires balancing operational efficiency with strict compliance requirements. KM² Solutions’ Active Translation model demonstrates that organizations don’t have to choose between the two.
By combining bilingual customer care with real-time licensed support, organizations can improve efficiency, reduce customer effort, maximize the productivity of specialized resources, and deliver a seamless, compliant customer experience at scale. For organizations serving diverse customer populations, Active Translation provides a practical framework for improving accessibility without increasing operational complexity.
About KM² Solutions
KM² Solutions is an award-winning BPO with over two decades of experience operating an exclusively nearshore strategy throughout the Caribbean and Latin America. The company provides clients with a host of outsourcing solutions, including customer care, receivables management, technical support, sales & marketing, data analytics, and back-office processing. KM² Solutions maintains PCI DSS compliance, completes an annual SOC 2 audit, and has a Compliance Management System that aligns with the FDIC.
