Reduce handle time by removing accent friction
Repeats, spelling, and confirmations can extend a call. Sanas reduces that friction in real time. Published customer results include 20 seconds off average handle time and a 37.5% AHT reduction.
The call runs longer than the problem
Average handle time is talk time, hold time, and after-call work. Accent friction inflates the first of these in small, repeated pieces: the customer asks the agent to say that again, the agent spells a name or a reference number twice, both sides pause to confirm they understood. None of it is a step in the workflow, so none of it shows up in a process review. The seconds are in the conversation.
Where each one stops
Most CX organizations have worked through at least two of these. Each one trims a component of handle time. None of them removes the repeat loop inside the conversation.
Slower delivery and confirmation habits help, and they should continue. They take weeks per agent, and the pace that makes an agent clearer also makes the call longer.
Modular scripts, a searchable knowledge base, and automated wrap-up notes cut hold time and after-call work. They do not change how the agent's first sentence lands, so the repeats stay in the talk time.
Skill-based routing sends complex calls to the agents most likely to be understood, and onshore escalation catches the rest. Both add a transfer, and a transfer adds handle time on the calls that can least afford it.
Fewer repeats, shorter calls
Sanas Accent Translation adjusts pronunciation as the agent speaks, helping customers understand without repeated clarification. It complements coaching, scripts, and routing by addressing friction inside the live conversation. Clearer communication can also improve CSAT.
Pronunciation is adjusted with no perceptible delay, helping reduce requests to repeat or spell out the same information.
Sanas changes pronunciation, not words. The consumer credit pilot ran with no script changes and no workflow changes. Read the pilot results.
Installs on each agent machine, at your BPO partner or in-house, alongside the CCaaS platform already in place. Explore deployment for enterprise CX.
The consumer credit pilot ran 100 agents across two BPO partners against a matched control group and each agent's own baseline, then scaled to 600.
What Sanas customers measured
reduction in AHT at Teleperformance
off average handle time at a national consumer credit provider, against a matched control group
improvement in AHT, healthcare deployments
off average handle time at a global food delivery platform, from 3:45 to 2:58
off average handle time at a global food delivery platform, from 3:45 to 2:58
fewer call transfers
reduction in onshore transfers at a national consumer credit provider
improvement in first call resolution rate
Where handle time moved
22% higher CSAT, 37.5% lower AHT, and 14% better first call resolution across Teleperformance's deployment, which grew from TP India into TP Philippines. Read the story
AHT dropped from 3:45 to 2:58, a 47-second reduction, with fewer repetitions and clarifications, while CSAT rose 21%. Read the story
A 100-agent pilot across two BPO partners cut AHT by 20 seconds and onshore transfers by 19.9% against a matched control group, then scaled to 600 agents. Read the story
AHT fell 5–6% at one location while CSAT rose, and customers spent significantly less time repeating concerns tied to communication barriers. 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 a queue where repeats and clarifications are common: service, claims, order support. Results vary by call type: in published home services protection and cable provider sales pilots, conversion rose without a material change in AHT.
Same queue, same period length before and after. Track talk time, hold time, after-call work, transfers, and repeat calls, not the average alone. The consumer credit pilot benchmarked each agent against their own baseline and a matched control group.
Compare the two periods and decide on the numbers, not the demo. The food delivery platform reported a 47-second AHT reduction for its program serving three merchant brands; Convey Health saw handle time trend down from a roughly 517-second baseline as deployment expanded. Use your own pilot results to decide whether to scale.
Questions CX leaders ask
Published Sanas examples include a 20-second reduction in AHT at a national consumer credit provider and a 37.5% reduction at Teleperformance (TP). A global food delivery platform cut AHT from 3:45 to 2:58, a 47-second reduction. Results depend on the baseline, call mix, and time spent repeating and clarifying.
No. In two published sales programs, conversion rose while handle time held: a national home services protection provider lifted inbound conversion from 9.84% to 17.26% with no material impact on AHT, and a cable provider's outbound AHT stayed at 44–51 seconds while conversion rose. Reducing repeats and clarification can lower handle time where they were inflating it.
Talk time. Sanas removes the repeats, spelling, and confirmation loops inside the conversation. Hold time and after-call work do not change unless a misunderstanding caused them, so knowledge tools and wrap-up automation still matter for those.
No. Processing is real time with no perceptible delay. The agent speaks normally, the customer hears adjusted pronunciation, and the call keeps its natural pace. It runs on the agent's machine and needs no telephony changes.
Sanas changes pronunciation, not words. The published consumer credit pilot ran without changes to scripts or workflows. Your existing QA and compliance processes remain important during a pilot and rollout.
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.
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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.
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