Case Study: Trueshore achieves a 7-point first-call resolution gain with Sanas Accent Translation

Trueshore lifts first-call resolution by 7 points with Sanas

Trueshore, a contact-center operation in the Dominican Republic owned by a large U.S. health insurer, faced a challenge with accent sensitivity that prevented it from handling more patient support work for its parent company. Their goal was to improve first-call resolution between their associates and patients to compete for U.S. volume that would typically stay onshore, all while maintaining a high standard for the patient experience and keeping each associate's own voice.

Trueshore deployed Sanas Accent Translation for a group of its patient-support associates. The solution from Sanas led to measurable improvements within weeks, including an approximately seven-point gain in first-call resolution and a 7.5 times larger improvement in Net Promoter Score (NPS) compared to a control group. These results, alongside a reduction in average handle time, enabled Trueshore to move ahead with Sanas for stronger communication and faster capacity growth.

Trueshore