60% of top BPOs use real-time accent translation technology
MANCHESTER, UNITED KINGDOM — In a significant shift within the customer service industry, 60% of the top 20 business process outsourcing (BPO) companies have implemented real-time accent translation technology.
According to a CX Today report, this innovative solution, provided by Sanas, transforms heavily accented English into non-accented American English, aiming to improve communication between agents and customers.
Sanas partnership enhances agent experience and performance
Each of these BPOs has partnered with Sanas, a company known for its end-to-end speech stack for contact centers.
The technology has shown a measurable positive impact on agent experiences and well-being. According to figures shared with CX Today, the implementation of this technology has led to a 50% reduction in agent turnover rates.
“For me, that is the most powerful metric,” said Sharath Keshava Narayana, Co-Founder & COO of Sanas. “Agents are telling us that they’re dealing with a lot less abuse and enjoying their jobs much more.”
Critics and supporters weigh in on the technology
Despite its success, the technology has faced criticism. Last year, ABC7 reported that some critics believe the technology is “playing into racism.”
However, the benefits reported by users are substantial. The technology has led to 8-12% reductions in average handling time (AHT), 14-15% increases in first call resolution (FCR), up to 20% gains in customer satisfaction (CSAT), and a 17% uplift in sales conversion rates.
Everise embraces accent translation for better customer interactions
BPO provider Everise has fully embraced Sanas’ technology.
Founder and CEO Sudhir Agarwal praised the solution, stating, “It’s unlike anything I’ve ever encountered in the history of this industry. Sanas has become a vital ally for our champions, allowing them to concentrate fully on resolving customer issues rather than worrying about how they sound or whether they are being understood.”
Everise plans to deploy this technology in over 15,000 workstations in the coming months.
Real-time speech correction and free noise cancellation
Sanas is also working on other solutions beyond accent translation. The company is exploring real-time speech correction, aiming to further enhance communication in contact centers.
Additionally, Sanas announced during the Customer Contact Week (CCW) event that it will offer its noise cancellation technology for free starting in August.
This technology filters out background noise and voices, promising a quick setup, 24/7 support, and a “free-forever” guarantee.
“The noise in the average contact center is 62 decibels, and some go as high as 90,” Narayana explained.
“But anything more than 50 decibels of constant exposure leads people to go certifiably deaf—and people often work in this industry for many, many years. Once we learned this, our thought process was: We have to give away our solution for free as a way to thank the industry!”
This move is expected to support agents by reducing sound-proofing costs and enhancing their confidence, potentially leading to broader adoption of Sanas’ technologies in the future.
