Clearer Voices, More Confident Agents: How TSI Scaled Sanas Across Its Offshore Voice Programs
Agents Customers Can Hear Clearly
TSI runs customer-service voice programs for U.S. clients from the Philippines and Guatemala. With Sanas Accent Translation, its agents are easier to understand and more confident on their calls. TSI expanded Sanas across several client programs and now runs it for several hundred agents in both countries.
The Challenge
TSI manages several U.S. client programs at once, including a utility client, an insurance client and its largest Spanish-language program, each with its own customer-satisfaction and handle-time goals.
For TSI, clear conversations are a business goal, not only a call-quality goal. When customers struggle to understand an agent, details get repeated, calls run longer and satisfaction suffers. TSI needed a solution that would:
- Make offshore conversations easy for U.S. customers to understand
- Help agents feel confident on every call
- Work across several client programs in two countries
- Give operations teams clear reporting on use
Why TSI Chose Sanas
TSI’s operations leaders heard the difference early. English calls sounded clear, and agents felt more confident as they used Sanas.
“English calls sounded clear, and our agents felt more confident using it.”Senior Director of Global Operations, TSI
The partnership mattered too. As TSI brought Sanas to its operations teams, its clients and its internal stakeholders, its Director of Operations and Site Head valued the hands-on setup help and follow-through from the Sanas team.
“The teamwork, support, flexibility and follow-through throughout the rollout were exceptional.”Director of Operations and Site Head, TSI
How Sanas Helped
TSI rolled out Sanas Accent Translation across its sites in the Philippines and Guatemala, then expanded it into several client programs. Its operations teams manage the deployment with daily Sanas reports and TSI’s own internal dashboard, which help team leads keep usage on track across assigned agents.
Sanas quickly became part of the daily routine on the floor.
“Our agents told us their customers could hear them properly and conversations moved to resolution more easily. A couple of months in, Sanas was simply part of their daily tools.”Operations team, TSI
The Impact
TSI now runs Sanas for several hundred agents across the Philippines and Guatemala and is discussing more client programs. It sees the strongest effect in the Philippines, where call listening confirms how much easier its agents are to understand.
For TSI’s Director of Operations and Site Head, the difference is most obvious on calls where several outsourcers are on the line.
“On calls where several outsourcers are on the line, you can hear the difference between our agents and everyone else’s. That is why we moved ahead with Sanas, and why it now runs for several hundred of our agents.”Director of Operations and Site Head, TSI
Conclusion
- Sanas Accent Translation for several hundred agents in the Philippines and Guatemala
- Clearer calls and more confident agents across several U.S. client programs
- Daily reporting that keeps usage on track
- A difference TSI’s leaders can hear against other outsourcers on the same calls
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