Traditional Over-the-Phone Interpretation (OPI) call flows require the limited English proficiency (LEP) customer to dial your number and attempt to navigate the English menu or work with an English-speaking operator. From an LEP customer's perspective, this can be daunting and frustrating.
United Language Group created the Direct Connect program to improve the LEP user's experience by changing the call flow. With Direct Connect, LEP customers get direct access to an interpreter who speaks their native language and assists them with their call inquiry from start to finish. With this program, the LEP customer's entire journey is in their native language, resulting in ease of communication and an enhanced customer experience.
In addition to increasing customer satisfaction and engagement, ULG’s Direct Connect Program can help your company: