Shorter Calls, Stronger Conversion: How Great Wolf Resorts Lifted Its Colombia Team with Sanas
Clearer Conversations for Every Guest
Great Wolf Resorts runs its guest contact center with a partner across Barranquilla, Colombia, Belize and Jamaica. With Sanas Accent Translation, its Colombia agents showed a significant handle-time improvement against a control group, along with better conversion and positive revenue per call. Great Wolf moved all 60 Colombia seats to Sanas, and new agents now get Sanas as part of their training.
The Challenge
Colombia is Great Wolf’s newest site. It began 2026 with 30 agents and a goal of 60, while Belize and Jamaica are English-first sites. Call monitoring and leadership conversations showed that some U.S. guests had little tolerance for an accent.
“When a guest asks, ‘Where are you from?’, it’s the kiss of death. As soon as that gets asked, the conversation goes right downhill.”Customer & User Experience Manager, Great Wolf Resorts
Great Wolf also believed language friction was making calls longer and limiting upsell opportunities. The newer Colombia team had higher handle time and lower conversion than the established Jamaica operation. In the words of its Customer & User Experience Manager, Colombia’s handle time was “crushing us.”
Great Wolf needed a solution that would:
- Help every guest understand agents clearly
- Keep each agent’s own voice and identity
- Work across a multi-site, multi-platform operation
- Show its value in handle time, conversion and revenue per call
Why Great Wolf Chose Sanas
Great Wolf’s Vice President of Revenue first heard about Sanas at the Five9 Summit, where a hospitality peer spoke about its results, and brought the idea back to the team in Chicago. In December 2025, contact-center leaders and their partner teams joined a live demonstration, and Great Wolf also spoke with the hospitality peer before moving forward.
Two things settled the decision. Agents kept their own voice and personality while becoming easier to understand. And administrative controls let managers keep Sanas always on, which mattered to Great Wolf’s Head of Customer Service.
“One of our first questions was whether the agent would keep their own voice and personality. We were happy to hear that it still comes through. That’s fantastic.”Vice President of Revenue, Great Wolf Resorts
How Sanas Helped
In February 2026, Great Wolf deployed Sanas to all Colombia agents plus a small group in Belize and Jamaica, 60 seats in total, set up as one workspace with a team for each location. IT packaged and distributed the app through its managed software process, and each agent completed voice personalization before taking calls. Sanas runs on both SIP softphones and WebRTC.
The setup showed its flexibility on April 14, when Great Wolf moved its contact center to Five9. Because Sanas sits between the microphone and the contact-center platform, the move needed no re-integration, and the transition was quiet by the next day.
The Impact
Great Wolf measured results the way it measures its business: CSAT, average handle time, revenue per call, conversion and quality. To isolate the effect of Sanas, its partner turned Sanas off for 10 Colombia agents as a control group. Great Wolf also compared Colombia with its Belize and Jamaica teams and looked at agents with 60 days of tenure.
- Significant handle-time improvement for Colombia agents on Sanas compared with the control group
- Colombia began to fall in line with Great Wolf’s other sites
- Conversion improved and revenue per call was positive
- CSAT stayed high
“With Sanas, we saw a significant difference in handle time for the agents using it, and Colombia is finally falling in line with our other sites. Conversion is showing up better, revenue per call is showing positive, and overall it’s showing really good numbers.”Customer & User Experience Manager, Great Wolf Resorts
Great Wolf moved Colombia into production with 60 seats. Its Colombia team lead reported no negative feedback, and the partner’s operations leader reported no QA complaints. By June 2026, Sanas was rolling out to all 60 Colombia seats, and new agents now receive Sanas as part of nesting and training.
Conclusion
- Sanas Accent Translation across all 60 Colombia seats
- Significant handle-time improvement against a control group
- Better conversion and positive revenue per call
- A move to Five9 with no re-integration
- Sanas built into training for every new Colombia agent
