Case study | 3 mins read
The client partnered with eClerx to improve their declining customer satisfaction within their contact centers. Leveraging Sanas Accent Neutralizer, eClerx removed communication barriers between customers and agents, reducing dropped calls by 85%.
Headquartered in the United States, this leading medical alert provider offers 24/7 in-home and mobile monitoring solutions to senior citizens. Boasting professionally staffed monitoring support centers across the globe, their brand has made it their mission to help high-risk individuals live safely and independently.
The challenge
For organizations in the medical and pharmaceutical world, customer support operations like contact centers are not only vital to ensure that any services and products offered run smoothly, but also that each user remains in good health.
Unfortunately for our client, many of their support agents overseas featured strong accents, which sometimes made it difficult for their older customer base to understand questions or directions when looking for assistance. This issue was further compounded by inconsistent audio quality from both agents and users. Over time, this began to result in a sharp decline in customer satisfaction due to frustration and the need for repeat interactions.
In an effort to reduce the frustration faced by both agents and customers, the client sought an experienced customer experience (CX) partner that could help them break down this growing communication barrier in their support system.
Communication barriers:
- Customers often could not fully understand agents through their accents
- Resulted in miscommunications and misunderstandings, drawing out call durations
Negative CX impact:
- Accent-related misunderstandings often led to repeat interactions
- This friction caused customer frustration and an increase in dropped calls
Our strategy
Having worked with eClerx previously with customer support related issues, the client decided to come to their Customer Experience team for a solution to this friction in their contact center operations.
Once introduced to the situation, eClerx decided to introduce Sanas Accent Neutralizer, an advanced speech AI platform, into their support operations to assist agents during calls. To ensure a seamless launch of this tool, eClerx rolled out a three-step approach:
1. Agent enablement
The operation team conducted calibration session with the client over several weeks to ensure that their contact center agents were comfortable using the tool. Each agent was coached to adjust tone and pace, enabling the tool to optimize their pronunciation in real time while maintaining tone and emotion.
2. Performance Validation:
From there, eClerx deployed the tool an initial pilot group of agents to compare performance between Sanas-enabled and non-enabled users. Several KPIs were monitored and tracked, and within 30 days, the agents using Sanas demonstrated improved performance and fewer customer escalations driven by communication challenges.
3. Voice & Speech Enhancement:
Once Sanas was proven successful in the pilot testing, eClerx deployed the tool across the client’s support operations. Over a 90-day period of monitoring and calibration, eClerx observed a 50% reduction in customer escalations as the tool enabled clearer conversations while maintaining the human connection between agent and elderly customers.
The results
eClerx’s leveraging of Sanas was able to significantly help both customers and support agents alike, with the client achieving record high Google review ratings after the tool was implemented.
The results included:
- 4% increase in First Call Resolutions
- 85% reduction in dropped calls
- 9% increase in CSAT
- 20% increase in survey return rates
Impressed with the improvement to their customer satisfaction and first call resolutions, the client continued their partnership with eClerx, as well as looking into adopting Generative AI CX solutions like QA360 into their support centers.
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