In class action and claims administration, contact center flexibility is critical. From data breaches to mass torts, cases can emerge quickly—and support teams must scale fast while maintaining strict accuracy and compliance.
For the past decade, a leading US-based claims administrator has partnered with TransPerfect Connect to meet these demands. They require secure, on-shore contact centers, the ability to ramp to high call volumes, and multilingual support staffed by highly skilled agents.
THE CHALLENGE
Claims support must be:
- Accurate, given the legal and financial implications
- Rapidly scalable as case volumes surge
- Available across multiple languages
Balancing these needs while maintaining quality is challenging for most service models.
THE TRANSPERFECT CONNECT SOLUTION
TransPerfect Connect launched a dedicated on-shore BPO operation in Phoenix, an ideal market for bilingual talent. Within four weeks, more than 100 agents were trained on claims administration workflows, combining empathy with strict adherence to approved communications and compliance requirements.
Proven Results
Rapid Scaling
Added 300+ agents and opened a new center within 45 days for a high-urgency case.
High-Volume Capability
Manages more than 100 active cases at any time.
Multilingual Support
Direct staffing in 10+ languages, with access to 200 more via interpretation services.
A PARTNERSHIP BUILT TO SCALE
What began as a pilot has grown into a decade-long relationship. The administrator continues to rely on TransPerfect Connect for dependable, compliant, and scalable claims support during even the most complex, high-visibility cases.
THE TAKEAWAY
For organizations navigating unpredictable case volumes, TransPerfect Connect’s on-shore BPO model delivers the combination of speed, accuracy, flexibility, and multilingual reach required to support sensitive claims programs.