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Customer Experience & Service Excellence
Telecom
Accent clarity lifts pronunciation scores from 39% to 77% and cuts errors around 30%
39% -> 77%
-30%
Clarity score
Pronunciation errors on street names
The challenge
Frequent mispronunciations and awkward pauses made conversations with US customers unclear, with agents at an elementary skill band struggling with clarity, pace and articulation.
The approach
A focused Accent Neutralisation and Clarity programme built around US telecom call patterns trained agents on phoneme clarity, stress patterns, pacing and structured delivery.
The result
Clarity scores jumped from 39% to 77% and pronunciation errors dropped around 30%, making calls clearer, faster and more confident.
A US telecom operator
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