A private-sector bank

Average handling time

First-contact resolution

Average handling time dropped from 6.2 to 5.1 minutes, first-contact resolution rose 30%, and 97% of participants moved to upper-intermediate proficiency.

The result

A metrics-led Accent Clarity programme tailored to US and UK interaction patterns using the 6S communication framework, mapped to FCR, CSAT and AHT.

The approach

Frequent mispronunciations and awkward pauses made US and UK conversations unclear, lengthening calls and lowering confidence and CSAT.

The challenge

+30%

6.2 -> 5.1 min

Customer Experience & Service Excellence

BFSI

Accent clarity cuts average handling time from 6.2 to 5.1 minutes and lifts first-contact resolution 30%