Clarity Tips: Best Practices From the Sanas Customer Success Team

Clear communication is the foundation of a great customer experience. Even with powerful tools like Sanas’ AI-powered accent translation technology making accents easier to understand and reducing background noise on both sides of the call, agent performance still depends on the fundamentals: pace, pronunciation, equipment, and environment.

I’ve worked closely with the top 20+ BPOs and Fortune 500 enterprises deploying Sanas across hundreds of thousands of agents. The teams that see the best results aren’t just using Sanas, they’re pairing our cutting-edge technology with strong communication habits. Below, I’m sharing the same guidance we give our customers to help their agents succeed.

Why Agent Clarity Still Matters, Even With Sanas

Sanas dramatically improves how easily customers and agents can understand each other, but technology can’t replace a strong communication foundation. If an agent speaks too quickly, buries their microphone, or mumbles through key information, clarity suffers even with the best tech stack.

That’s why clarity is always a partnership between the agent and the technology. When agents control their pace, articulate clearly, and use the right equipment, Sanas can deliver its full value: cleaner audio, clearer pronunciation, and fewer misunderstandings. And when those two pieces work together, the impact shows up immediately in measurable outcomes: higher CSAT, lower repeat rates, and smoother calls.

Across every major rollout, the best-performing teams share one trait: they don’t leave clarity to chance, they reinforce it every day.

Clarity Tip 1: Start Every Shift With a Clean Slate

Strong call clarity starts before the first customer ever joins the line. A daily system restart prevents most audio issues and ensures Sanas begins each shift in a fresh, stable state. Once the system is fresh without any stress, confirm that Sanas has auto-launched and auto-enabled, and complete voice confirmation. This step ensures the model is optimized for their voice and environment each shift.

Verifying audio settings is a critical final check. Agents should always select the approved Sanas virtual microphone. 

• For organizations using Omni-Directional Noise Cancellation (which removes background noise on both the customer’s audio and the agent’s audio), agents should select the Sanas Virtual Speaker to enable the enhanced suppression capabilities.
• For organizations using Noise Cancellation without Omni-Directional capabilities, agents only need to verify that the Sanas Virtual Microphone is selected, as the Sanas Virtual Speaker will not appear in their softphone settings. 

Teams that reinforce these simple setup habits experience smooth calls and stronger overall outcomes.

Clarity Tip 2: Position Equipment Correctly 

Equipment plays a bigger role in clarity than many teams realize. Sanas is fully headset-agnostic and will work with whatever devices your teams already use, but USB headsets consistently deliver cleaner input and better noise control than built-in laptop or webcam microphones, which capture far more background noise.

Having the right headset is only half the equation. The ideal position is roughly two fingers from the corner of the mouth. When the mic is too close, volume increases and voice may sound overly loud, but Sanas will cancel most breathiness and pops. When the mic is too far (positioned close to the nose, below the chin, or off to the side) the input fades and becomes uneven. A quick placement check before calls or after breaks helps ensure the mic stays stable and clear.

Source: PET Study Centre

When people master headset quality and mic placement, clarity improves immediately — even before coaching or workflow changes.

Clarity Tip 3: Speaking Pace and Clarity

Across every deployment, the biggest factor affecting clarity is pace. When agents speak too quickly, customers have less time to process information and it can lead to deletion or underarticulation that lowers translation accuracy in Sanas. A steady, moderate pace around 140–150 words per minute improves comprehension immediately. Most people don’t realize they’re rushing, so gentle coaching goes a long way.

Clarity also depends on articulation. Clean syllables, full words, and natural pauses reduce repeat requests and strengthen Sanas’s ability to enhance the audio. Whispering, mumbling, or rushing through sentences makes comprehension harder.

Consistent volume matters too. Agents should be loud enough to be heard clearly without shouting or letting their volume trail off, and should keep their microphone positioned so their voice stays even and easy to follow.

Clarity Tip 4: Small Habits That Make a Big Difference

A few small habits can dramatically improve clarity without requiring any extra tools. Posture is one of them: people who sit upright naturally project their voices better and maintain steadier breath control. 

Background noise is another. Even with Sanas removing background noise from the audio, reducing distractions like loud fans, chatter, or keyboard noise in the room helps agents focus and keeps the call flow smoother.

Adjustments during the call matter too. When Sanas is already managing accent clarity and background noise, a customer asking for repetition usually indicates an issue with mic placement or pacing. A quick mic adjustment or a slower pace often resolves it immediately. 

Turning Best Practices Into Daily Results

Clear communication isn’t complicated, but it does require intention. 

The teams that see the strongest results with Sanas are the ones who reinforce these fundamentals every day: a clean setup at the start of each shift, proper mic placement, steady pace, and clear articulation. When those habits combine with Sanas’s real-time clarity enhancements, agents sound more confident, customers understand them more easily, and calls move more smoothly.

These improvements don’t take weeks to show up. In most deployments, we see measurable gains in CSAT, AHT, and repeat rates immediately. The key is consistency and keeping clarity top-of-mind for agents throughout the day. We hope these tops help you bring these best practices into your daily workflows.