Case Study: Concora Credit improves call clarity for 500+ agents with Sanas

Concora Credit rolls out Sanas to 500+ agents in a month

Concora Credit, a financial services company, faced a challenge in ensuring clear communication on customer service and recovery calls handled by its offshore BPO partners in the Philippines. They needed a solution that would reduce comprehension friction for their 500+ agents without changing how they work, and it had to be measurable with real operating data. To address this, they implemented Sanas accent translation technology.

After a data-driven evaluation with test and control groups, Concora Credit rolled out the Sanas solution across its two BPO partners. Within a month, Sanas was deployed to more than 500 agents. The solution improved call clarity and was successfully integrated into their operations, leading to a positive change in the audio experience and providing the governance to support the next stage of their voice strategy.

Concora Credit