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Why Call Centers Are Turning to On-Demand Interpreting in 2025

In 2025, customer service is no longer just about being fast, it's about being understood. As the U.S. population becomes increasingly diverse, customer expectations are evolving. Today’s consumers want support that is not only fast and efficient, but also available in their native language.


An interpreter with a headset

Call centers are at the forefront of this shift, and many are turning to on-demand interpreting, especially Over-the-Phone Interpreting (OPI), to bridge the language gap. Here's why it's becoming a must-have and how your organization can seamlessly integrate it into your workflow.


The Rising Demand for Native-Language Support


In 2025, more than 68 million people in the U.S. speak a language other than English at home. Whether it's Spanish, Vietnamese, Arabic, or Mandarin, these customers expect service in their preferred language, and they don’t want to wait for it.


Customers today value personalized, culturally competent experiences. A language barrier can lead to frustration, miscommunication, and lost loyalty. Call centers that offer native-language support stand out.


What Is On-Demand Interpreting?


On-demand interpreting, particularly Over-the-Phone Interpreting (OPI), connects call center agents to professional interpreters in seconds.



There's no need to schedule in advance or route calls elsewhere—agents can simply press a button, and within moments, they’re speaking with a certified interpreter who can help bridge the conversation.


How to Integrate On-Demand Interpreting into Existing Call Workflows

Integrating OPI into your current call center operations doesn't require a tech overhaul.


A call center

Here’s how to do it smoothly:


  1. Choose the Right OPI Partner - Your interpreting provider should offer easy connection methods, such as a dedicated phone line, mobile app, or integration with your current call routing system.

  2. Train Agents on When & How to Use It - Agents should be empowered to recognize when an interpreter is needed and how to connect to one quickly. Short onboarding modules or scripts can help normalize the process.

  3. Monitor & Measure Performance - Partner with a provider that offers usage reports and call metrics so you can track interpreter utilization, wait times, and customer satisfaction.


What to Look for in an OPI Provider


Not all interpreting services are created equal. When choosing an OPI provider, prioritize:


  • Speed of Access: Look for providers with connection times under 30 seconds for common languages.

  • Language Coverage: Ensure coverage for all major and regionally-relevant languages, including ASL via VRI (Video Remote Interpreting) if needed.

  • Certified Interpreters: Linguists should be professionally trained and experienced in customer service environments.

  • Security & Compliance: Make sure the service is HIPAA-compliant and follows industry best practices for data security.

  • Transparent Pricing: Choose a plan that fits your call volume and budget, without hidden fees.


The Bottom Line


In 2025, offering on-demand interpreting is no longer a luxury, it’s a strategic advantage. For call centers, it means fewer dropped calls, higher first-call resolution rates, and more loyal customers. For limited English proficient (LEP) callers, it means being heard, understood, and respected.


TLC offers reliable, scalable, and responsive OPI services tailored to the needs of today’s customer service leaders. If you're ready to speak your customers’ language, every time, get in touch with us today. Learn more at www.tlctranslation.com.

 
 
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