How to pilot accent translation and measure results

Start with a question the pilot can answer

Ask a specific question: does Accent Translation reduce repeated clarification in this queue while preserving resolution quality and a natural agent experience? Avoid starting with a broad promise to improve every service metric.

Choose an eligible queue, language, device environment, and group of agents. Include the range of call types and working conditions that a later rollout would encounter. Confirm current product support with Sanas before committing to the scope.

Name an operations owner, a technical owner, and someone responsible for evaluating results. Include agents in the review so the test captures what the experience feels like on a full shift, not only what a supervisor hears in a short demo.

Prepare the environment and the people

Validate the actual combination of computer, headset, calling software, network, and security controls. For the Sanas desktop app, the user guide covers audio-device selection and test calls; it also distinguishes local audio processing from the internet connection needed to verify access.

Explain what the technology changes, how to report a problem, and how the organization will use feedback. Agree on review permissions and data handling before collecting or sharing any call material. Use only audio and transcripts your team is authorized to evaluate.

• Run a test call with the selected microphone and calling application.
• Check that listeners can hear the agent naturally and that turn-taking remains comfortable.
• Document who can change settings and how an agent gets support.
• Agree on a pause or rollback path for audio or service-quality problems.
• Confirm what is processed, retained, or accessible in the specific deployment.

Make the comparison fair

Capture a baseline before the pilot and use the same metric definitions during the test. Where practical, compare with a similar group or queue that is not using the technology. Account for differences in tenure, call reason, shift, demand, and other changes happening at the same time.

Sanas has published a consumer credit pilot involving 100 agents across two BPO partners, using a control group and individual baselines. It illustrates one evaluation design; it is not a required sample size or a universal pilot template.

Choose duration and sample size with the people who own your analytics. You need enough relevant interactions to distinguish a useful change from normal variation. Low-volume queues, seasonal shifts, and sparse survey responses can all limit the conclusion.

Measure service quality as well as speed

Select a primary outcome before the test and use the other measures as context or safeguards. Keep definitions, denominators, and observation windows consistent across the pilot and comparison groups.

Review what happened in the conversations

Operational dashboards can show a change without explaining it. Review an authorized, representative sample using the same rubric for the baseline and pilot. Include difficult calls and exceptions, not only the best examples.

Look for the intended mechanism: fewer conversational resets, more accurate understanding, and preserved tone and empathy. Also look for unintended effects, such as rushed endings, awkward turn-taking, or unfamiliar pronunciation of product names.

Ask agents what helped, what distracted them, and whether problems varied by setup or call type. Treat their experience as evidence in the decision, not simply a rollout communication task.

Decide whether to expand, extend, or stop

Compare the evidence with the criteria agreed before the pilot. Expand when the intended benefit is supported and quality, security, reliability, and agent experience remain acceptable. Extend when the sample or comparison is inconclusive. Stop or revise the setup when the safeguards fail.

Document results by eligible population, not only as a blended average. State the limitations, unresolved issues, and changes needed before another queue is added. A rollout should continue to monitor the same safeguards.

Only then translate measured operating changes into a business case. Released time is not automatically a cash saving; connect it to a credible staffing or service plan and include the full cost of deployment.