Case Study: Great Wolf Resorts shortens call times and boosts conversion with Sanas

Great Wolf Resorts improves handle time across 60 Colombia seats with Sanas

Great Wolf Resorts faced a challenge with its new contact center in Colombia, where agents' accents were causing friction with U.S. guests, leading to longer call times and lower conversion rates. The hospitality company needed a solution from vendor Sanas that would ensure clear communication while preserving agent identity across its multi-platform operation.

By implementing Sanas Accent Translation, Great Wolf Resorts enabled its agents to be easily understood while keeping their own vocal identity. The solution from Sanas resulted in a significant handle-time improvement, better conversion rates, and positive revenue per call, leading the company to deploy Sanas across all 60 seats in Colombia and integrate it into new agent training.

Great Wolf Resorts