TP Transforms Global Customer Experience Management with Sanas
The TP Story
As one of the world’s largest digital services providers, Teleperformance (TP) operates across multiple countries and industries, serving clients with diverse customer service needs. Using Sanas’s industry-leading, real-time Accent Translation and Noise Cancellation technologies, TP was able to optimize agent performance, improve customer satisfaction, and unlock new business opportunities.
The Opportunity
TP set out to enhance communication clarity, expand talent accessibility, and improve operational efficiency across key regions. In India, boosting agent comprehension was a priority, while in Latin America, broadening the talent pool created new opportunities. In the Philippines, reducing infrastructure costs became a strategic focus. At the same time, optimizing hiring, lowering attrition, and streamlining training cycles offered a clear path to greater efficiency and revenue growth.
By leveraging Sanas’s AI-driven Accent Translation technology, TP transformed service delivery, elevated CSAT scores, and redefined customer experience excellence.
Deploying technology at a global scale is inherently complex—especially for a dynamic, multi-region organization like TP. Yet, its partnership with Sanas turned what could have been a challenging rollout into one of the company’s smoothest and most efficient implementations. With Sanas’s proven deployment methodology and deep expertise in large-scale integrations, TP rapidly adopted the technology across regions with minimal disruption, ensuring a seamless transition and immediate impact.
"The Sanas partnership is fantastic because it makes the customer experience and each interaction better, more pleasant, both for the customer and for the agent who serves the customer."Daniel Julien | TP CEO
Key Business Outcomes
- 22% increase in CSAT
- 37.5% reduction in AHT
- 14% improvement in FCR
- 25% improvement in LTR
Increased Business Growth:
- TP India’s success with Sanas AT led to direct expansion into TP Philippines, as Samsung requested more licenses.
- Enterprises hesitant about offshore outsourcing (e.g., Cricket Wireless) reconsidered their stance after seeing Sanas’s impact.
Cost Savings & Operational Efficiencies:
- Contact centers in the Philippines reduced infrastructure costs by eliminating the need for acoustic modifications.
- Hiring efficiency in Latin America improved significantly, reducing recruitment time and costs.
Agent Experience & Well-being:
- Noise cancellation reduced stress levels and improved working conditions for agents.
- Enhanced communication clarity helped agents build better customer relationships, increasing confidence and job satisfaction.
TP delivers the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
teleperformance.com
