Clearer Calls at Scale: How VXI Lifted NPS and Opened India for Voice with Sanas

Clearer Voice Delivery Across Thousands of Agents

VXI Global Solutions runs customer-experience programs for large enterprise brands, with voice teams in the Philippines, Egypt and India. With Sanas Accent Translation, VXI grew from about 600 to about 1,600 agents on its own programs, and Sanas supports thousands more on its largest telecom program. On that program, NPS improved and complaints about accents fell sharply, and Sanas is opening India to voice work that clients once kept elsewhere.

The Challenge

For a BPO at VXI’s scale, every voice program depends on one thing: the customer has to understand the agent the first time. When that fails, the cost shows up quickly in complaints, repeated explanations and pressure on the scores clients watch most closely, such as NPS.

Geography made the problem sharper. India offers deep talent and strong language skills, yet for years many companies kept voice work out of India because of accent and understandability concerns. That limited where VXI could place voice programs and how it could compete for new ones.

Why VXI Chose Sanas

Demand from VXI’s own clients made it a priority. One client asked VXI to bring Sanas onto its program, and VXI’s largest telecom client later asked for Sanas across the board. For VXI’s VP Global IT, that client demand made adopting Sanas an easy decision.

VXI needed technology that made conversations clearer without changing the human agent at the center of every call, and that it could run program by program at BPO scale. VXI treats Sanas as part of the service quality it delivers: its Director of Transformation Projects explained that VXI has rolled Sanas into accounts without changing its pricing, because the return shows up in program quality, in the satisfaction of the people on it and in the client relationship.

The strategic case was just as important. VXI’s VP, CXA saw Sanas change which locations clients would consider for voice work.

How Sanas Helped

VXI started with Sanas on a single program, saw how it performed in its own environment, and then extended it to other programs with a repeatable weekly release process for new agents. On its largest telecom program, Sanas supports thousands of agents across the Philippines, Egypt and India, and a second large telecom program has more than 250 agents on Sanas. VXI’s Director of Client Operations coordinates the rollout across lines of business.

VXI also built the evidence to show its clients what changed. The team completed about nine internal case studies across programs and captures pre- and post-Sanas call recordings, so operations leaders can show any client the difference on their own program. Sanas is now a regular part of VXI’s quarterly business reviews with clients, its India voice opportunities and its RFP materials.

The Impact

The clearest result comes from VXI’s largest telecom program, where teams using Sanas improved NPS, one of that client’s most important KPIs, and saw complaints about accents or agents being misunderstood fall sharply.

The gains reach the agents as well. VXI reports that agents are more confident, calls are shorter and more efficient, and supervisors pull agents off the phone for training less often. On another program, VXI improved both customer experience and handle time. Across its nine internal case studies, VXI sees the same pattern: better communication on the call, flowing through to its main KPIs.

What VXI Values About Sanas

• Support when it counts. VXI’s Director of Client Operations ties her advocacy for Sanas directly to how the Sanas team shows up in the moments that matter.
• A working partnership. Regular best-practice sessions and VXI’s own feedback have shaped how its teams get the most out of the product.
• A product that keeps improving. VXI has seen steady improvement in the software over recent months.
• A story VXI tells its own clients. When VXI’s client services and operations teams think about innovation, they now think of Sanas first.