Improve CSAT when accents get in the way
Customers rate a call lower when they have to work to understand the agent, even when the problem gets solved. Sanas helps reduce that communication friction on the live call while preserving the agent's voice.
Customers rate what they understood
A customer who has to ask "sorry, what was that?" may leave frustrated even when the problem gets solved. In a 2025 survey of 2,002 US adults commissioned by Answering Service Care, 88% said miscommunication tied to accents causes them frustration. Clearer understanding is an important part of the customer experience, alongside resolving the issue.
Where each one stops
Most CX organizations have tried at least two of these. Each one helps around the call. None of them changes how the agent is heard in it.
Works for the calls it catches. Usually costs more per seat, narrows the hiring pool, and moves the accent complaints to the overflow queue rather than removing them.
Improves pacing, plain language, and confirmation habits, and it should continue. It takes weeks per agent and cannot change how a customer hears the first sentence.
Plain-language scripts, post-call summaries, and channel shifts reduce confusion around the call, and cleaner audio helps when noise is the problem. None of them changes how the agent's pronunciation lands in the live conversation, which is where the score is decided.
Understood from the first sentence
Sanas Accent Translation adjusts pronunciation as the agent speaks, helping customers understand without repeated clarification. It complements routing, training, and scripts by addressing friction in the live conversation. Fewer repeats can also reduce average handle time.
Pronunciation is adjusted in real time, with no perceptible delay, helping reduce requests to repeat so the conversation can keep moving.
Sanas changes pronunciation, not vocabulary or product knowledge. The agent's voice, pace, and personality come through. When it is optional, 97% of agents keep it on.
Installs on each agent machine, at your BPO partner or in-house, alongside the CCaaS platform already in place. Explore deployment for enterprise CX.
Staysure saw the "cannot understand" comments stop within the first week. Convey Health saw grievances fall within two to three weeks.
What Sanas customers measured
Published customer results, including Teleperformance, alongside Sanas-reported adoption. Outcomes depend on the program and baseline.
higher CSAT at a global food delivery platform
more positive communication mentions at Staysure
higher inbound sales conversion at OnCourse Home Solutions
fewer communication-barrier grievances at Convey Health in the first 2–3 weeks
fewer communication-barrier grievances at Convey Health in the first 2–3 weeks
higher CSAT at Teleperformance
improvement in first call resolution at Teleperformance
adoption rate reported by Sanas
Where CSAT moved
CSAT rose from 3.7 to 4.47, a 21% increase, past the program's 4.0 target. Read the story
CSAT moved from 65–66 to 68 and positive communication mentions tripled (12 → 39) in the first weeks. Read the story
Inbound sales conversion rose 75% (9.84% → 17.26%) in a five-week controlled pilot at two BPO sites, and one agent's CSAT rose from 82% to 95%. Read the story
Communication-barrier grievances for Medicare members fell 80–100% within the first two to three weeks of the pilot. Read the story
Run a short pilot with one partner
You do not need a business case to start. You need one queue at one partner and a before-and-after.
With your BPO partner, choose the queue with the most repeat calls or the most "someone else" requests. Published Sanas pilots have run from nine agents at Staysure to several hundred at Convey Health.
Same queue, same survey, a baseline period before and a matched period after. Track CSAT, repeat-call rate, transfers, and average handle time. OnCourse measured Sanas-enabled agents against matched control groups; Staysure used the prior month as its baseline.
Compare the two periods and decide on the numbers, not the demo. Staysure saw the accent comments stop in the first week; Convey Health saw grievances fall within two to three weeks. If your pilot does not move, you have spent a few weeks and one queue.
Questions CX leaders ask
Published examples include an 8% CSAT improvement in healthcare deployments, a 21% increase at a global food delivery platform, and 22% higher CSAT at Teleperformance, as reported by Sanas. These are individual examples, not a forecast for every team. Results depend on the baseline, call mix, and measurement method.
Training helps agents develop pacing, plain language, and confirmation habits, and it should continue. Real-time accent translation complements that work by adjusting pronunciation during the live call, rather than relying on a new speaking habit.
For the calls it catches, yes. It usually costs more per seat, narrows the hiring pool, and moves the accent complaints to the overflow queue rather than removing them.
Sanas installs on agent machines and needs no telephony changes, so a pilot runs in days. Staysure saw the "cannot understand" comments stop within the first week.
Sanas adjusts pronunciation for clarity while preserving the agent's natural voice and identity. It does not replace their words or product knowledge. Sanas reports a 97% adoption rate when use is optional.
Sanas installs on the agent machines at each partner site, with no telephony changes. The enterprise portal gives you centralized license management, version control, and adoption visibility across your BPO network. Convey Health runs Sanas across its partners this way, with bucket-based billing that flexes with seasonal headcount.
Deliver clarity, empathy, and trust from the very first patient or member interaction.
Strengthen trust and clarity in every conversation so customers can move forward with confidence.
Turn frustrated moments into loyal relationships through clear, natural customer communication.
Protect your brand, strengthen loyalty, and elevate every customer journey with clear, consistent communication.
