Enhancing Outbound Sales Conversions with Sanas's Accent Translation Technology

Background

A leading provider of internet, mobile, and cable services sought to enhance its outbound sales efforts. Recognizing the need for cost-effective solutions without compromising service quality, the company partnered with a global outsourcing firm to manage its customer interactions.

The BPO partner, operating from India, was tasked with conducting outbound sales calls to potential customers. While the agents were skilled and well-trained, accent-related communication barriers led to challenges in customer engagement, resulting in high call abandonment rates and suboptimal sales conversions.

Challenge

The primary obstacles faced during the outbound campaigns included:

• High Right Party Contact (RPC) Hang-Up Rates: Prospects often disconnected calls due to difficulty understanding agents.
• Extended Average Handle Time (AHT): Agents spent more time clarifying information, reducing overall efficiency.
• Low First Contact Conversion Rates: Initial interactions rarely resulted in successful sales, necessitating follow-ups.

These challenges underscored the need for a solution that could enhance communication clarity without altering the agents' natural accents.

Solution

To address these challenges, the BPO partner integrated Sanas' Accent Translation technology into their outbound dialer system. Sanas' real-time speech-to-speech AI solution enhanced agent clarity and communication effectiveness without altering their natural accents. Key features included:

• Accent Neutralization: Improved intelligibility for English-speaking customers.
• Noise Cancellation: Filtered background disturbances for clearer conversations.
• Voice Enhancement: Optimized speech quality for a more professional tone.
• Speech Intelligibility: Enhanced articulation for better understanding.

Additionally, monthly analytics tracking facilitated continuous script refinement and targeted agent training.

Key Results

1. Reduced RPC Hang-Ups: Hang-up rates decreased from 67.22% in January 2024 to 61.36% in February 2025, indicating improved agent engagement and customer retention.
2. Increased Conversion Rates: Sales conversions rose by 165%, from 3.23% in January 2024 to 8.59% in February 2025, reflecting more effective sales pitches and customer persuasion.
3. Enhanced First Contact Resolution (FCR): FCR improved from 4.07% to 9.99%, demonstrating a higher success rate in closing sales during initial calls.
4. Consistent AHT: Outbound AHT remained steady between 44–51 seconds, ensuring efficient call handling without compromising quality.

Conclusion

The pilot program's success led the BPO partner to expand its contract with Sanas, increasing seat deployment to meet growing demand. The integration of Accent Translation technology not only enhanced sales performance but also improved agent confidence and customer satisfaction. This case underscores the transformative impact of AI-driven communication solutions in the telecommunications industry.