Fluency LLC is a hybrid contact centre and language services company headquartered in Hilliard, near Columbus, Ohio, with delivery operations in Nairobi, Kenya. It provides call centre support, interpretation and document translation for government agencies, healthcare providers, legal professionals and businesses that need to communicate with multilingual populations. The company says it has more than ten years of experience.
Its contact centre offering is described as turnkey infrastructure for high-volume inbound and outbound operations, with 24/7/365 follow-the-sun coverage for hotlines and emergency response. Services include omnichannel support across voice, web chat and email, complaint intake, hotline operations and information management, backed by reporting and quality assurance.
Fluency trains customer service representatives for complex workflows in medical, legal and government settings, including technical data collection such as vehicle safety and defect reporting. It says it can scale headcount quickly to cover seasonal or contract-driven call peaks.
Language services are a second focus. The company provides interpretation and translation in Spanish and Arabic for the US market, and through its Nairobi hub offers native-level Swahili, Somali, Amharic and Oromo. It also provides HIPAA-compliant medical interpretation and legal interpretation.
Fluency describes a model in which contracts are managed by its Ohio-based leadership while high-volume work is delivered by an English-speaking workforce in Nairobi. It also acts as a subcontractor, supplying larger BPOs and prime contractors with rare-language lines and overflow capacity. On security, the company reports alignment with NIST SP 800-171, badge-controlled facilities, a clean desk policy, background checks and drug screening for all staff, and AES-256 and TLS encryption. It is registered for public-sector contracting as a small disadvantaged business.
Fluency LLC suits government agencies, public programmes, healthcare organisations and legal services providers that need multilingual call handling or interpretation, as well as larger contact centre operators looking for a niche language or overflow subcontractor.
