Qualfon Makes Clarity Part of How Its Global BPO Delivers

Clarity at the Center of Global Delivery

Qualfon runs a global BPO platform of about 10,000 agents serving more than 60 clients across 18 sites. Over a three-year partnership, Sanas has become part of how Qualfon delivers voice programs: it runs across Qualfon’s largest client program, a telecom account of about 3,000 agents, with Sanas Accent Translation for a focused group of agents.

The Challenge

As Qualfon brought AI into its operations, its leaders focused on tools that would help agents and client-facing teams serve customers better, faster and more efficiently. Those tools had to work across very different delivery locations, language needs and highly regulated client environments.

Clear communication sat at the center of that growth. As Qualfon expanded its delivery footprint, including in India, its leaders saw accent translation as a requirement for larger voice programs: clients wanted the economics of global delivery without giving up anything in the conversation. Qualfon needed to:

• Keep conversations clear as voice work expands into new geographies
• Deliver a consistent experience across 18 sites
• Give agents and client-facing teams practical AI tools
• Meet the standards of regulated client environments

The Approach

Qualfon runs Sanas as a platform effort rather than a one-site project. Its rollout owners replicate the same setup and practices from site to site so the deployment can extend across the global platform, and Qualfon tracks usage through its own reporting.

Qualfon also brings Sanas into solution design for new client work, alongside the other technology partners it matches to client business problems.

The Results

• About 3,000 agents covered by Sanas on Qualfon’s largest client program
• Sanas Accent Translation live for a focused group of agents on the same program
• Early reads point in the right direction on transfer rate and agent experience, and Qualfon continues to measure results as the deployment grows

When Qualfon’s innovation leadership heard the latest version of Sanas Accent Translation, the change in clarity was immediate.

Business Impact

For Qualfon, communication clarity is becoming part of how it differentiates its delivery model. Accent translation now comes up as an expected capability in new client pitches, and Sanas gives Qualfon a clear answer as it takes larger voice programs into new delivery locations.

Conclusion

• Three years of partnership, from a single program to a platform decision
• Sanas across Qualfon’s largest client program
• A repeatable rollout model across Qualfon’s global sites
• Accent translation built into how Qualfon designs and sells voice programs