What Agents Actually Think About Accent Translation Technology
When CX leaders consider rolling out accent translation technology, one concern comes up more than any other: How will our agents feel about this?
It's a fair question. Will agents see it as disrespectful? Will it feel like they're being asked to hide who they are? Is this something a "people-first" company should even consider?
Here's what we've learned from working with contact centers around the world: the people most worried about how agents will react are rarely the agents themselves. In fact, when agents are given the choice to use accent translation, over 98% voluntarily keep it turned on.
The gap between executive concern and agent enthusiasm is a gap between theory and practice: imagining what the work feels like versus actually doing it every day.
Below, we'll explore what agents actually experience with accent translation, what the adoption and retention data reveals, and why this technology improves both agent wellbeing and business outcomes.
Key Takeaways:
- 98% voluntary adoption: When accent translation is optional, 98% of agents choose to keep it on
- 0.8% monthly attrition: Trajector reduced monthly attrition to 0.8% vs. industry norm of 5–10%
- 9 in 10 agents under stress: Nearly 90% of contact center agents operate under consistent pressure, compounded by communication barriers
- What agents care about most: Less friction, better performance, and feeling understood
What Agents Actually Experience
To understand why agents embrace this technology, you have to understand what they're dealing with without it.
Contact center work is already demanding. Now add a layer of friction to every conversation: customers asking you to repeat yourself, requesting "someone who speaks English," or simply hanging up mid-sentence. Research shows 88% of customers experience frustration related to accent differences, and agents are on the receiving end of that frustration, call after call.
"Before Sanas, customers kept saying 'Pardon?' and dropping calls," says Arsalan, a support agent based in India. "Now they understand me clearly and we hit our targets."
So, what’s the experience like? Sanas runs quietly in the background, and agents don't hear the translation themselves. They just notice customers understand them faster and stay calmer. The toggle is simple: on or off, entirely in the agent's control.
It's important to understand that accent translation technology does not change an agent's identity. Sanas doesn't alter words, grammar, speaking pace, or personality. It doesn't record calls or monitor performance. It simply makes it easier for customers to understand what agents are already saying.
Compare that to traditional "accent neutralization" or "mother tongue influence" training, which asks agents to consciously reshape how they speak by memorizing pronunciation patterns, suppressing natural speech habits, and performing a version of themselves. Sanas was founded on the belief that the status quo approach is far more invasive to identity than a filter agents don't even hear.
Why Agents Prefer Accent Translation: What the Data Says about Agent Mental Health
When Sanas is offered as optional, 98% of agents choose to keep it on.
With Sanas, you don't have to be scared on calls. Now I can feel more confident to talk with customers.Nukholu | Customer Support Agent, India
Nukholu’s experience reflects a broader reality. Nearly 9 in 10 contact center agents operate under consistent stress, and 35% cite burnout as their top reason for considering leaving — equal to pay. The industry now averages 52% annual turnover.
Communication barriers make it worse. When customers ask to speak to "someone local," or when accent perception triggers bias, the toll compounds. Call after call, day after day.
Before Sanas, customers asking for US agents made me feel like I was not useful in my work. After Sanas, it breaks the barriers of accentJay | Customer Support Agent, Philippines
That confidence shows up in retention. At Trajector, a company that built its Philippines operation around rural hiring and Sanas, monthly attrition sits at just 0.8% — a fraction of the industry norm. Contact center attrition costs $10,000–$20,000 per agent to replace. The math is clear: supporting agent wellbeing isn't just ethical. It's economical.
What do agents care about most? The answer is consistent across regions:
- Less friction with customers: fewer repeats, less frustration, calmer conversations
- Better performance results: and often, higher take-home pay tied to CSAT scores
- Feeling competent: being judged on their skills, not their accent
When all three improve, agents don't just tolerate the technology. They ask for it.
Don't take our word for it. Want to hear what more agents think about Sanas? Listen to their stories!
Closing the Gap Between Theory and Practice
At one Fortune 100 financial services company, a senior leader initially believed agents wouldn't want this technology. She that agents would see it as an imposition on their identity. But feedback from the Philippines team told a different story: agents were actively asking for it. The people closest to the work saw it not as an imposition, but as support to make their jobs easier and their conversations smoother.
In the end, the question isn't whether agents will accept accent translation. It's whether leaders are ready to offer it.
Discover how Sanas empowers agents with real-time accent translation today!
Frequently Asked Questions
Do agents like using accent translation?
Yes! When offered as optional, 98% of agents voluntarily keep accent translation turned on. Agents consistently report less stress, more confidence, and smoother customer interactions.
Does accent translation change an agent's voice or identity?
No. Accent translation technology does not change an agent's identity. Sanas doesn't alter words, grammar, speaking pace, or personality. It simply makes agents easier to understand while preserving their natural voice.
Does Sanas record or monitor calls?
No. Sanas does not record or store agent or customer audio. It does not monitor, score, or evaluate agent performance.
How does accent translation impact agent retention?
Companies using Sanas have seen significant retention improvements. Trajector, for example, reduced monthly attrition to 0.8% compared to an industry norm of 5–10%.
What do agents care about most? Across regions, agents consistently prioritize: less friction with customers, better performance results (often tied to higher pay), and feeling competent — being judged on their skills, not their accent.
