Case Study: TSI Achieves Clearer Offshore Voice Programs with Sanas Accent Translation

TSI scales Sanas across several hundred agents in the Philippines and Guatemala

TSI, a company that runs offshore customer-service voice programs for U.S. clients from the Philippines and Guatemala, faced the challenge of ensuring clear conversations for its clients' customers. When customers struggled to understand agents, calls took longer and satisfaction suffered. TSI needed a solution to make offshore agents easier for U.S. customers to understand, boost agent confidence, and work across multiple programs in two countries. They chose to implement Sanas Accent Translation from Sanas.

By deploying Sanas, TSI's agents became significantly easier to understand and felt more confident on calls. The solution was rolled out to several hundred agents across multiple client programs. TSI's operations teams manage the deployment using daily Sanas reports. The impact was clear: leaders could hear a noticeable difference in clarity compared to other outsourcers on the same calls, and conversations moved to resolution more easily. Sanas has become a standard daily tool for TSI's offshore voice programs.

TSI