Improve First Contact Resolution
Help customers move forward without another call. Sanas helps make live conversations clearer, from understanding the issue to explaining the next step.
Resolution starts with understanding
An agent can have the right answer and still struggle to move the conversation forward. Unclear speech, background noise, or a language barrier can leave customers uncertain about what happened or what to do next.
Sanas addresses those barriers during the live call. It complements your knowledge base, agent training, and service processes rather than replacing them.
From the question to the next step
Better resolution at Teleperformance
Teleperformance used Sanas Accent Translation and Noise Cancellation to improve communication across its global operation. Sanas's published TP story reports improvements in both first-call resolution and customer satisfaction.
These are TP's reported results, not a guaranteed outcome for every queue. Read the Teleperformance story.
Your agents. Understood.
Your agents bring the knowledge, judgment, and empathy. Sanas Accent Translation changes how pronunciation is heard, not the words they choose or the expertise they bring.
Pair that clarity with Speech Enhancement for difficult audio or Language Translation when callers and agents speak different languages.
Count resolved issues, not rushed calls
Use a consistent resolution definition and comparable call types. A shorter call alone does not prove that the customer's issue was solved.
What to know
First-contact resolution, or FCR, measures whether a customer's issue is resolved in the initial interaction without a follow-up contact for the same issue. For voice queues, it is often called first-call resolution. Define the eligible issues and repeat-contact window consistently before comparing results.
Sanas addresses communication barriers during a live conversation: pronunciation-related misunderstandings, poor audio, and differences in language. Clearer explanations can reduce communication-driven transfers and repeat contacts. Agents still need the knowledge, tools, and authority to resolve the underlying issue.
Sanas's Teleperformance customer story reports a 14% improvement in first-call resolution and a 22% increase in CSAT. These are results from that deployment, not a forecast for every team. Establish your own baseline and compare similar programs when evaluating Sanas.
No. FCR asks whether the issue was resolved without another contact. AHT measures the time spent handling an interaction. A complete explanation may take more time on the first call while avoiding a repeat contact. Evaluate both alongside customer satisfaction rather than optimizing speed alone.
No. Missing information, product failures, policy restrictions, and cases awaiting another team can all prevent resolution. Sanas addresses communication friction, so a pilot should distinguish those cases from issues that remain unresolved for other reasons.
Choose a queue with identifiable communication barriers. Agree on what counts as resolved and the period in which a repeat contact is counted. Compare similar issues and agent groups, and review transfers, customer feedback, CSAT, and handle time alongside FCR.
Make the first conversation count.
Explore speech clarity for your contact center, with customer satisfaction and cost to serve in view.