Our Core Solutions

Omni-Channel Call Center Solutions

We provide a 100% turnkey infrastructure built for high-capacity inbound and outbound operations.

24/7/365 Availability: Follow-the-sun coverage for technical hotlines and emergency response.
Omnichannel Support: Integrated voice, web chat, and email management.
Data-Driven Accuracy: Advanced reporting and QA to ensure every interaction meets federal and commercial standards.

Specialized Customer Service Representatives (CSR)

Our agents are more than just operators; they are brand ambassadors trained for complex problem-solving.

High-Volume Scalability: We scale our workforce rapidly to match your seasonal or contract-based call spikes.
Technical Data Collection: Specialized training for medical, legal, and governmental workflows (including vehicle safety and defect reporting).

Global Language & Interpretation Services

We specialize in the languages that drive global commerce and support diverse communities. Our dual-hub system allows us to provide native-level expertise in:

Spanish & Arabic: Essential support for the U.S. domestic market and international trade.
The East African Hub: Native-level fluency in Swahili, Somali, Amharic, and Oromo.
Sector-Specific Interpretation: HIPAA-compliant medical interpretation and court-accurate legal services.

The Hybrid Advantage / Partnerships

Strategic Subcontracting & Global Delivery

Fluency LLC is the "Partner’s Partner." We offer a unique hybrid model that provides the security of a U.S. headquarters with the cost-efficiency of emerging markets.

The "Best-of-Both-Worlds" Model:

Onshore Management (Columbus, OH): All contracts are managed by our Ohio-based leadership team, ensuring U.S. standards of accountability and data security.

Emerging Market Scale (Nairobi, Kenya): Access to a highly educated, English-speaking workforce in Nairobi for high-volume support and regional language expertise.

Subcontracting Excellence: We provide larger BPOs and Prime Contractors with a "niche" solution for rare language lines and 24/7 overflow capacity at competitive rates.

Security & Compliance

Security, Privacy & Compliance

We treat your data as a mission-critical asset. Our infrastructure is engineered to meet the strictest federal and industry standards.

NIST SP 800-171 Alignment: Framework-ready for safeguarding Controlled Unclassified Information (CUI).

Physical Security: Our Hilliard, Ohio facility features restricted badge access and a strict Clean Desk Policy.

Personnel Integrity: 100% of staff undergo rigorous background checks and drug screenings.

Encryption: All voice and data transmissions utilize AES-256 and TLS encryption protocols.

Government Procurement Data

Contracting Information

Fluency LLC is a registered small business entity ready to fulfill local, state, and federal requirements.

Legal Name:Fluency LLC

Unique Entity ID (UEI):RFRMGBPK6J55

CAGE Code:169R5

Primary NAICS:561422 (Telemarketing Bureaus and Other Contact Centers)

Secondary NAICS:541930 (Translation and Interpretation Services)

Socio-Economic Status:Small Business / SDB (Small Disadvantaged Business)