Durban, South Africa — October 16, 2025 — Krisp, the leader in real-time voice AI technology, today announced the launch of Accent Conversion for Africa, enabling clearer and more natural conversations across the country’s customer experience (CX) sector. As one of the world’s fastest-emerging outsourcing hubs, Africa has a highly skilled, English-speaking workforce with strong cultural alignment to Western markets, positioning it as a strategic bridge for CX operations across Africa and Europe. Krisp Accent Conversion for Africa supports African English accents, including South African, Ugandan, Kenyan, and Nigerian. 

The launch builds on the success of Krisp Accent Conversion 3.7, which supports Indian, Pakistani, Filipino, and Latin American English accents. Powering CX operations at tier-1 banks, insurers, and BPOs worldwide, Krisp’s AI-powered solution continues to set the industry benchmark for speech clarity, phoneme precision, and naturalness. Krisp Accent Conversion for Africa delivers near-native comprehension between contact center agents and consumers, demonstrating a higher performance than both competitors and unprocessed voice.

“Even in the age of AI, human agents are at the front lines of every meaningful customer interaction and they deserve to be clearly understood,” said Davit Baghdasaryan, Co-Founder and CEO of Krisp. “As the CX industry evolves to become more AI-driven, one thing remains constant: human connection drives loyalty and trust. With Krisp, clarity becomes universal, not cultural, by removing accent bias and empowering every voice to connect globally.”

Advantages of Krisp Accent Conversion for Africa include:

• Proven performance + measurable impact: Krisp is already trusted at scale, with 250,000+ enterprise seats deployed and 80B+ minutes processed monthly in real-time conversations. Customers using Krisp have seen +99% NPS from end-customers.
• Eliminated accent bias: Krisp bridges clarity gaps across Africa’s diverse English accents and native languages.
• Talent expansion + boosted retention: Krisp accent conversion expands access to CX jobs for agents who might otherwise be excluded and preserves agents’ authentic voices, building confidence and authenticity.
• Cutting costs: Removes the need for expensive and limiting accent neutralization training.
• Global competitiveness: Allows operators to hire broadly, without limitations due to accent, and compete more effectively with leading outsourcing hubs like India and the Philippines.

“By integrating Krisp’s AI platform, including Accent Conversion and noise cancellation, we’re amplifying the human touch at every interaction,” said Sudhir Agarwal, Founder & CEO of Everise. “Krisp’s technology has consistently outperformed in head-to-head evaluations across clarity, naturalness, and accent accuracy.”

Krisp’s mission is to enhance the productivity of every voice interaction, which includes eliminating bias and language barriers. By combining advanced voice AI with enterprise-scale reliability, Krisp enables global CX organizations to deliver consistent, high-quality interactions at every touchpoint. 

To learn more, visit https://krisp.ai/contact-center/accent-conversion/

Media Contact

Molly Leahy

krispPR@walkersands.com

The post Krisp Launches Accent Conversion for Africa appeared first on Krisp.

Call quality isn’t just about how clearly the agent speaks — it’s also about how clearly the agent can hear. In contact centers, where efficiency and accuracy drive performance, background noise from the customer side can have a major impact on agent productivity and experience. Customers often call in from noisy environments — traffic, households, public spaces — introducing acoustic clutter that leads to repetition, frustration, and longer handle times.

Traditional noise cancellation solutions have focused primarily on the outbound audio channel, removing noise from the agent’s side before it reaches the customer. But that only solves half the problem. Inbound noise cancellation — removing distractions from the customer side before it reaches the agent or the AI — is often just as important.

At Krisp, we’ve long recognized the importance of customer-side audio cleanup, and we’ve been solving it at scale for years. Our vision for inbound noise cancellation as a key enabler for better agent experiences is detailed in this article, where we highlight how noisy customer audio affects handle times, comprehension, and overall call quality.

Today, Krisp’s mature, production-grade inbound noise cancellation models power real-world applications:

• Krisp AI Meeting Assistant — deployed for years in Krisp’s desktop app, helping professionals clearly hear their remote counterparts during online meetings — even when the other side is calling from a noisy café, home, or airport.
• Krisp AI Contact Center — used by BPOs and customer support teams to clean up customer voices in live calls, boosting agent comprehension.
• Krisp SDK — starting in March 2025, Krisp’s inbound Noise and Voice Cancellation technology became available through our SDKs for seamless integration with server-side, real-time voice AI systems. Today, Krisp powers some of the largest production Voice Bots, helping them solve critical challenges like turn-taking accuracy, background noise robustness, and ASR performance in real-world environments.

Sanas entered the market with an outbound noise cancellation solution, generally available in August, 2024. On May 30, 2025, Sanas announced a new omnidirectional noise cancellation model, claiming support for both inbound and outbound audio cleanup, including real-time customer-side voice processing.

Given the importance of inbound noise cancellation, we decided to put this new offering to the test.

Just as we conducted an in-depth comparison of Sanas vs. Krisp for outbound noise cancellation, we ran a technical evaluation of Sanas’s inbound noise cancellation solution against Krisp’s production-grade models, focusing on real-world call center scenarios, voice quality, and effectiveness in handling background speech.

Understanding the Differences Between Inbound and Outbound Noise Cancellation

While both inbound and outbound noise cancellation (NC) aim to improve voice clarity, the conditions they operate under are fundamentally different. Constraints make inbound NC a technically more complex and demanding task, and not all noise cancellation models are designed to handle it effectively.

With these fundamental differences between inbound and outbound noise cancellation in mind, we evaluated how Krisp and Sanas approach the inbound side of the problem.

Operational Differences: Krisp vs. Sanas

While both Krisp and Sanas aim to improve customer voice clarity for agents, their architectural choices, product maturity, and performance under real-world conditions vary significantly.

The table below summarizes the key differences between Krisp’s and Sanas’s inbound noise cancellation solutions based on our analysis.

Note: All observations regarding Sanas’s inbound noise cancellation performance are based on publicly available Sanas version 3.2.72, conducted in July 2025.

Krisp vs. Sanas: In-depth inbound noise cancellation evaluation

In this section, we present a comparative summary of evaluations conducted on Krisp and Sanas inbound noise cancellation technologies. These evaluations reflect real-world usage scenarios and benchmark data commonly produced by enterprise customers and BPOs assessing solution fit and performance.

We cover comparison methodology, present objective evaluation results, crowdsourced subjective evaluation results, and share comparative audio samples.

Evaluation Methodology and Metrics

For quantitative evaluation, we used the POLQA (Perceptual Objective Listening Quality Analysis) metric — an industry-standard objective metric for predicting perceived listening quality. POLQA is suitable for evaluating narrowband and wideband speech affected by noise, compression artifacts, and signal degradation.

We also processed the outputs using Meta’s AudioBox Aesthetics model, which is a reference-free ML-based model quantitatively assessing listening experience and quality of audios. While not a direct replacement for human perception, it adds a complementary viewpoint to our analysis.

In addition to the objective metrics, a subjective crowdsourced evaluation was conducted, where participants were asked to compare anonymized paired audio samples (e.g., Sanas vs. Krisp) and asked, “Which audio sounds more pleasant and clear?”.

Evaluated Models

To ensure a fair comparison, we focused our primary benchmark on single-speaker inbound noise cancellation scenarios, since Sanas’s model appears to perform some level of secondary background speech suppression — suggesting a form of voice isolation. As such, we compared it directly with Krisp’s Background Voice Cancellation (BVC) enabled inbound model, which is also optimized for single-speaker voice isolation.

However, to offer a more comprehensive view of Krisp’s capabilities, we also included Krisp’s multi-speaker inbound model in the evaluation. This demonstrates how Krisp performs in far-field environments such as speakerphones, group calls, where multiple speakers talk from a distance away from the microphone.

this assumption is based on the performance for cases with background speech.

Evaluation Dataset

We created a controlled test dataset by mixing English utterances from the ITU-T P.501 dataset with 24 different real-world background noises at 0dB, 5dB, and 10dB SNR levels. To simulate realistic telephony transmission conditions, we applied common voice codecs — G.729, G.711, and OPUS — before feeding the degraded audio into each model.

Note: Krisp natively produces higher-quality audio at 16kHz sampling rate. For head-to-head comparison, though, we standardized the evaluation pipeline by downsampling Krisp’s output to 8 kHz, matching Sanas’s maximum supported sample rate. This ensured a fair reference test dataset and alignment for POLQA and other narrowband evaluations.

Evaluation Results

The following table summarizes subjective and objective evaluation of Krisp vs. Sanas across key metrics.

Here, the original audio was mixed with various noise types and processed using the Krisp and Sanas models. For a fair comparison, the Krisp model’s output was downsampled to 8 kHz to enable direct comparison with Sanas.

Metric	Type	Krisp	Sanas	Winner
POLQA: Home noise	Objective	3.7/5	3.1/5	Krisp
POLQA: Street noise	Objective	3.7/5	3.1/5	Krisp
POLQA: Cafe noise	Objective	3.8/5	2.9/5	Krisp
POLQA: Distractor noise	Objective	3.8/5	3.3/5	Krisp
Meta Audiobox: Content Enjoyment	Objective	4.7/10	3.8/10	Krisp
Meta Audiobox: Production Quality	Objective	5.2/10	3.9/10	Krisp
Which audio sounds more pleasant and clear? Preferred by (# votes / total responses)	Subjective	704/960	256/960	Krisp

The following sections provide a deeper comparison of Krisp’s inbound models, evaluated at both 8 kHz and 16 kHz output resolutions, highlighting how sampling rate and model specialization impact voice quality, noise suppression, and the listener’s experience.

Objective Evaluation – POLQA

Key Takeaways

1. Krisp krisp-viva-v6-lite model consistently outperforms all other models, delivering the highest POLQA score across all four noise environments.
   • It provides an average improvement of +0.59 POLQA points over Sanas, and +0.38 over Krisp’s model with multi-speaker support.
2. Sanas’s inbound model shows gains over the original noisy audio (avg. +1.48 points), but lags behind Krisp in every scenario:
   • In café noise, krisp-viva-v6-lite is ahead by a very significant +0.87 POLQA points.
   • In distractor noise, where competing speech overlaps with the target voice, the krisp-viva-v6-lite model outperforms Sanas by a significant +0.47 points — highlighting the effectiveness of Krisp’s dedicated voice isolation design.
3. Krisp krisp-nc-i-v8-pro model performs on par with krisp-viva-v6-lite in ambient noise conditions (home, street, café), with <0.2 difference — but drops sharply in distractor noise (scoring 2.53 vs. 3.82 for krisp-viva-v6-lite), confirming it’s not tuned for background voice suppression.

Objective Evaluation – Meta Audiobox Aesthetics

In this evaluation, we compared Krisp’s best-performing inbound model, krisp-viva-v6-lite, at both 8 kHz and 16 kHz output levels, against Sanas’ inbound model, which supports only 8 kHz output. To ensure a fair comparison, we downsampled Krisp’s output to 8 kHz when required.

Note: These objective metrics measure on a 1-10 scale. Even studio-quality recordings with rich prosody and zero background noise typically score just under 9 in our experiments. As such, a delta of 0.3–0.5 points between models represents a meaningful difference in perceived speech quality.

Key Takeaways

1. Krisp krisp-viva-v6-lite model leads in both subjective quality metrics.
   • Krisp at 16 kHz significantly outpaces all other variants — especially Sanas, which trails at 3.79 and 3.94, respectively. This represents a margin of +1.5 to +2.7 points, a substantial gap.
   • Krisp even at 8 kHz, retains its edge. When downsampled to 8 kHz to match Sanas’ max output rate, Krisp still delivers +0.87 higher Content Enjoyment and +1.3 higher Production Quality.
2. Sanas struggles with perceived listening quality
   • Sanas’s lower scores indicate noticeably reduced speech fidelity and listener enjoyment.
   • Sanas’s output actually scores lower than the original audio

Interestingly, Sanas’s inbound noise cancellation output scores lower than the original noisy audio in both metrics — particularly in Production Quality (3.94 vs. 5.04). This can be explained by the fact that while the model removes the background noise, it actually introduces audible artifacts or residual noise, which degrade the overall listening experience. These issues are clearly perceptible in the sample audio, even with low-quality built-in speakers, but especially with USB headsets agents typically use.

Subjective Evaluation – Crowdsourced A/B testing

We processed 24 noisy audio samples using both krisp-viva-v6-lite and sanas-inbound, then submitted them for evaluation.

• Each audio pair was compared 40 times, resulting in a total of 960 votes.
• Listeners were asked: “Which audio sounds more pleasant and clear?”
• For fair comparison, a downsampled 8kHz version of krisp-viva-v6-lite model’s outputs was used for comparison.
• To further eliminate bias, all branding information has been removed from the file name and other metadata.

Here are the results:

krisp-viva-v6-lite – 704 votes

sanas-inbound – 256 votes

Comparative Audios

Pro Tip: For the best listening experience, we recommend using USB or wired headphones to clearly pick up subtle audio artifacts.

Conclusion

Across both objective metrics (like POLQA and Meta Audiobox Aesthetics) and crowdsourced subjective A/B testing, Krisp consistently delivered better speech clarity, fewer audio artifacts, and a more natural listening experience. In fact, Krisp’s model outperformed Sanas in every evaluated scenario, including those with challenging noise types like background speech and telephony degradation.

If you need reliability, voice quality, and real-world performance that scales across your teams and customers — Krisp is the clear and proven choice.

The post Krisp vs. Sanas – Inbound Noise Cancellation Comparison appeared first on Krisp.

Today’s contact center teams are under increasing pressure to deliver high-quality interactions while balancing complex customer expectations, rapid automation, and shrinking margins. With access to a single streamlined platform, Krisp empowers agents with the tools to work faster, speak clearly, and support customers worldwide without losing the human touch or compromising on security, latency, or voice quality. The platform also provides access to Krisp’s best-in-class noise cancellation engine and voice isolation while backed by enterprise-grade security, privacy, and scalability.

“We’re not launching a product, we’re launching a new standard,” said Davit Baghdasaryan, CEO and Co-Founder at Krisp. “This platform goes beyond another AI tool used in contact centers. Krisp is transforming human agent performance in contact centers by empowering agents with the technology to overcome key barriers to high-quality service. With the best real-time voice AI tech in the world, support for global teams, and a price point no one can match, this is how contact centers move forward.”

Platform users will also gain access to Krisp’s latest AI Accent Conversion updates, which now support five Latin American English accents that represent approximately 85% of Spanish speakers across the major dialect groups in Latin America, including Mexican and Central American, Caribbean Spanish, and Andean Spanish/Neutral Standard Spanish. 

The new Voice AI Platform provides access to the following features with recent updates:

• AI Accent Conversion v3.5: Support for three accent packs, including Latin American English (new), Indian English, and Filipino English, with its latest model, v3.5, delivering industry-leading phoneme precision, voice clarity, and natural-sounding speech.
• AI Live Interpreter: Bidirectional speech-to-speech translation for 80+ languages, with real-time bi-lingual transcription shown to the agent for more productive conversation handling.
• AI Agent Assist: Full call lifecycle, AI-powered Knowledge Chat with answers based on call context and centralized knowledge base for agents, and after-call summaries with follow-up actions, call statistics, and performance feedback.
• AI Noise Cancellation: Bidirectional background voice and noise cancellation for unmatched call clarity on both sides of the call.

To learn more, visit https://krisp.ai/accent-conversion/

About Krisp

Founded in 2017, Krisp pioneered the world’s first AI-powered Voice Productivity software. Krisp’s Voice AI technology enhances digital voice communication through audio cleansing, noise cancellation, accent conversion, live speech-to-speech translation, and agent assist. Offering full privacy, Krisp works on-device, across all audio hardware configurations and applications that support digital voice communication. Today, Krisp is deployed on over 200 million devices, has transcribed over 80 million calls, and processes over 80 billion minutes of voice conversations every month, helping businesses harness the power of voice to unlock higher productivity and deliver better business outcomes. 

Media Contact

Molly Leahy

krispPR@walkersands.com

The post Krisp Launches All-in-One Voice Productivity Platform for Contact Centers appeared first on Krisp.

This document is intended for contact center operators to assess the quality and performance of Krisp AI Accent Conversion (also known as Accent Translation, Accent Neutralization, or Accent Smoothing) with Sanas’s offering. 

Enhanced voice quality in agent-customer interactions, driven by accent conversion, generates ROI based on lower AHT, faster FCR, and improved CSAT and ESAT scores. 

Krisp and Sanas applications are deployed on the agents’ desktops and function as virtual microphones and speakers, working as companion applications with calling platforms. Delivering on the promise of smoothing difficult accents while maintaining clear voice quality in real-time is challenging and takes years to perfect.

There are a few technical challenges that make the task difficult:

• Removing background noises and voices
• Synthesizing a natural-sounding speech
• Ensuring accurate pronunciation of different words
• Conveying emotions
• Doing all the above in various real-life situations (fast speech, acoustic conditions, different speakers, etc)

Krisp launched its first commercial application in contact centers in 2019 and has processed over 1 trillion minutes of voice calls. Today, Krisp is deployed across many BPOs and top-tier enterprise call centers, along with also being integrated into voice applications with more than 200 million users across both desktop and mobile devices.

The table below highlights the key performance and management requirements for delivering tier-1 voice fidelity that scales globally within contact centers.

Krisp vs Sanas

Speech naturalness

Krisp vs. Sanas: in-depth accent conversion evaluation

In this section, we present a comparative summary of evaluations conducted on Krisp and Sanas Accent Conversion technologies. These evaluations reflect real-world usage scenarios and benchmark data commonly produced by enterprise customers and BPOs assessing solution fit and performance. The report compiles insights from subjective and objective comparisons across key speech quality metrics, with the aim of informing product decisions and highlighting relative strengths and limitations.

The evaluation results summarized here focus specifically on the Filipino English accent configuration, a commonly requested use case in global support environments.

Subjective evaluation

The evaluation was conducted across two structured tracks: expert panel ratings and crowdsourced listener preferences, designed to capture both technical precision and human perception.

1. Expert panel evaluation

Six expert evaluators independently rated 70 matched audio pairs — each pair consisting of the same original voice converted by Krisp and Sanas. The recordings represented a diverse set of male/female speakers and input conditions, including, but not limited to

• Accent level – high, medium, low
• Speech rates and fluency
• Background conditions (quiet, noisy, multi-speaker environments)

Each recording was processed with Krisp and Sanas’ accent conversion software using a combination of VB-Audio Virtual Cable and Audacity tools to generate a pair of matching recordings.

Evaluators scored each recording across four qualitative dimensions using a 5-point Likert scale:

To eliminate bias:

• File names were anonymized (no brand markers)
• The order of samples was randomized
• Scoring was blind and individual (no group discussion)

2. Crowdsourced A/B testing

To further simulate real-world user perception, a blind A/B test was run with a subset of 57 real-world, anonymized audio pairs. Each pair of recordings was voted on exactly 60 times.

Each respondent was asked: “Which voice sounds more natural?”

3420 responses were gathered, giving a statistically significant insight into the perceived naturalness of the two accent conversion solutions. Each participant evaluated randomly selected samples, with no access to brand or source information.

Evaluation metrics

Accent Conversion performance was measured across four key subjective and objective dimensions. These were selected based on real-world call center priorities such as clarity, naturalness, and robustness.

Objective evaluation methodology and metrics

To complement human evaluations, a structured objective analysis was conducted using state-of-the-art tools to quantify speech quality and pronunciation accuracy in Krisp and Sanas accent-converted outputs. These metrics offer an additional, unbiased perspective into the perceptual and technical performance of each solution.

For objective evaluation, the same 70 pairs of recordings were processed using the Meta Audiobox Aesthetics and captured metrics strongly correlated to Natural Speech and Speech Clarity.

Accent conversion often alters pronunciation patterns. To quantify how each system impacts phoneme accuracy, all recordings were also processed using the Facebook NN Phonemizer, which is strongly correlated with the accent conversion metric.

* – These metrics are derived from waveform-level analysis and do not require transcript or linguistic alignment, making them ideal for evaluating accent conversion outputs that vary in delivery and prosody.

Evaluation results

The following table summarizes the subjective and objective performance of Krisp vs. Sanas across key evaluation dimensions:

Metric	Type	Krisp	Sanas	Winner
Accent Conversion	Subjective	3.6/5	3.0/5	Krisp
Natural Speech	Subjective	🟰 3.7/5	🟰 3.6/5	Near Tie
Speech Clarity	Subjective	4.3/5	3.7/5	Krisp
Background Noise/Voice Robustness	Subjective	4.6/5	3.9/5	Krisp
Which recording sounds more natural? Preferred by (# votes / total responses)	Subjective	1875/3420	1545/3420	Krisp
Natural Speech*	Objective	5.8/10	4.7/10	Krisp
Speech Clarity*	Objective	7.5/10	5.3/10	Krisp
Phoneme Error Rate (PER)	Objective	29.3%	40.7%	Krisp

Main Takeaways

• Krisp leads across all critical performance metrics — both human-perceived and objectively measured — showing superior clarity, intelligibility, and accent transformation accuracy.
• Accent Conversion: Krisp delivers more effective accent neutralization with fewer traces of the original pronunciation. Sanas often leaks source accent elements and produces less consistent results across varied speakers and speech patterns.
• Speech Clarity & Phoneme Accuracy: Krisp-converted speech is significantly easier to understand. Sanas samples frequently exhibit muffled segments or slurred phonemes, which negatively affect comprehension and usability in customer support settings.
• Background Noise Robustness: Krisp maintains speech quality in real-world noisy conditions, including multi-speaker and contact center environments. Sanas, by contrast, is more susceptible to background voice leakage — a potential liability for call quality and privacy.
• Audio Quality and Bandwidth: Krisp outputs at 16 kHz wideband audio, providing richer, more intelligible voice quality, especially in modern platforms like Zoom, MS Teams, and G.722-based telephony. Sanas outputs audio at 8 kHz, which can degrade quality in high-bandwidth environments and limit downstream use in QA systems.
• Compatibility and Headset Dependence: Sanas performance appears dependent on specific headsets to avoid secondary voice artifacts. Krisp, by contrast, is hardware-agnostic and built with a robust, production-grade Background Voice Cancellation AI model.

Comparative audio samples

Krisp is a trusted vendor on G2

With over 500 reviews on G2, Krisp consistently excels in enhancing customer interactions for service teams. G2, a trusted platform for software reviews and assessments, showcases Krisp’s exceptional 4.7 rating—earned through the trust and endorsement of hundreds of verified professionals across diverse industries.

Check Krisp’s page on G2 here.

Krisp Voice AI Platform for call centers

Krisp is the only real-time Voice AI platform that covers every stage of the agent experience—before, during, and after the call—within a single, lightweight application. It eliminates the need to juggle multiple tools and services by delivering core capabilities like Noise Cancellation, Accent Conversion, Live Interpretation, real-time agent assist, and post-call summaries in one seamless interface.

Agents with pronounced English accents can benefit from Accent Conversion, which enhances comprehension in calls without altering their original voice. The same agents can handle international calls using Live Interpreter, enabling real-time multilingual conversations across 80+ languages with one click, directly in the Krisp app. This flexibility removes hiring constraints, the need for the standard language line services, and allows teams to scale globally without friction.

During the call, Krisp Agent Copilot provides real-time transcripts, key moment capture, and access to company and industry-specific knowledge via AI Chat, boosting confidence and precision. After the call, automatic summaries and reports help streamline follow-ups and coaching. All of this is centrally managed, with analytics and policy controls available in a unified Admin Portal.

Krisp platform easily integrates with the agent’s desktop to seamlessly work with all CCaaS and calling applications, delivering call quality that translates to much better CSAT and related contact center KPIs.

Conclusion

While both Krisp and Sanas are innovators in the Accent Conversion space, Krisp stands out as the enterprise-ready solution trusted by global contact centers.

Krisp’s Accent Conversion consistently delivers clearer, more natural, and more intelligible speech, with significantly lower accent leakage and superior performance in noisy, real-world environments. Across both subjective human evaluations and objective acoustic metrics, Krisp leads on all critical dimensions—accent conversion, speech clarity, and background noise robustness.

Beyond voice quality, Krisp offers:

• Superior deployment flexibility, working seamlessly across any headset, desktop, or CCaaS platform—no hardware or system limitations.Built-in voice and noise cancellation, tested over 1 trillion minutes, eliminating the need for additional tools or packages.
• Enterprise-grade reliability with SSO, auto-updates, analytics, and remote configuration for admins—essential for scaled contact center rollouts.
• A full Voice AI platform in one app: Live Interpreter, Accent Conversion, Agent Copilot, Auto QA, and real-time knowledge—all integrated with one-click simplicity.

Sanas requires device-specific setups, lacks compatibility in key environments, and struggles with accent consistency and audio fidelity, especially in enterprise use cases.

If your goal is to scale globally, serve diverse customers, and ensure your agents are clearly understood — Krisp is the clear choice for Accent Conversion that works, performs, and scales.

The post Krisp vs Sanas: Accent Conversion Comparison appeared first on Krisp.

Poor customer support experiences leave lasting negative impressions on consumers that can tarnish your reputation. The choice is pretty simple, no? 

But it isn’t enough to simply want quality customer support; you have to build the team and infrastructure to deliver it. Everything from the staff you build the department around to the technology you support your team with will have a marked impact on customer experience when dealing with your business in tough circumstances. 

Automation is a game-changer in the world of call center operations and is set to become the industry standard over the next few years. But what exactly does automation do in the call center sector, and how can it help with reducing wait times and increasing customer satisfaction? Let’s find out.

What is Call Center Automation?

As of 2022, 54% of customers chose the phone as their method of contacting a business for support needs, making it a crucial area for businesses to optimize — and not a moment too soon. 

Whether you’re a startup shipping your first orders or a multinational organization selling at scale, automated call center technology can quickly bring a customer support center from average to excellent. 

Essentially, powerful machine learning and artificial intelligence technology drive a series of automation features — chatbots, automatic call routing and screening, conversational AI, analytics, and more. 

These tools offer several benefits to a call center and are designed to be flexible and scalable to the needs of your business. 

Statistic sourced from statista.com.

Types of Automation in Call Centers

The main uses of automation in call centers are as follows: 

IVR and IVA integration

Interactive voice response (IVR) and intelligent virtual agents (IVA) provide contextual support to customers. In some cases, they can help direct customers to call agents, and in others, they can  resolve the issue with no human support needed, forming a robust AI call center.

Call agent workflow automation

Automated systems can help automate clerical work required by agents and provide instant recall of key information when a customer contacts the call center.

Forecasting and scheduling

Machine learning can identify trends in customer behavior, including typical peaks of inbound calls, and ensure you have enough staff on hand to manage demand.

Proactive messaging

Automated support can reach out to customers when business-critical messaging is needed. Some examples of proactive messaging are product recalls, service updates, and special broadcasts, to name a few.

Why Use Call Center Automation?

Call center automation should be used for one purpose — to improve the quality of your customer service. It isn’t about reducing your workforce or cutting costs; it’s an investment in future-facing infrastructure that can reduce wait times and drive the best support possible. 

Below, we’ve outlined some of the key benefits of call center automation. 

Reduces Load on Call Center Agents

Automated systems can handle initial contact, reducing the pressure on your support center and enabling your trained support staff to focus on complex cases and provide best-in-industry customer care. 

This form of ERP transformation saves you money and time by better utilizing your human agents in key areas.

Manages Spikes of Inbound Calls Effectively

Automated systems can handle spikes of traffic more effectively than simple queue systems, reducing wait times and handling simple cases autonomously by providing initial customer support. 

Supports Staff in Providing Quality Assistance

The power of machine learning helps you understand your customers better, improving your internal processes and ensuring quality outcomes for your customers. 

Furthermore, your agents have the help of in-depth on-demand information — past communications, emails, and product information — to ensure they can offer quality support and manage their time effectively. 

With the benefits outlined, it’s time to start integrating automation into your call center. 

How To Reduce Wait Times Using Call Center Automation

The most frustrating aspect of many customer support experiences is simply the waiting itself. When customers are engaging with an agent, that means there’s progress and they’re closer to a resolution. When waiting? Well, they’re not going anywhere fast. 

It’s for this reason that one of the best optimizations you can make is to ensure your customers aren’t kept on hold for too long and that any time spent waiting is still valuable. That’s where automation tools come into play. 

Use Chatbots and Conversational AI to Handle the Initial Support Stage

One of the most important and essential tips we can offer is to use chatbots and conversational AI powered by robust large language models like GPT-4o. These automation tools allow you to make use of the initial call and waiting phase in several key ways. 

Firstly, they can gain additional information from the customer, such as verifying their identity, understanding their reason for calling and gathering any important data relating to their purchase. This saves your agent time and reduces errors. 

Secondly, they can route the customer directly to the correct department once the information has been successfully gathered and can provide accurate wait times and queue information to reduce frustration. 

Finally, they can often solve simple cases without any need for a customer agent themselves. Winner! 

Use Automation Software That Can Integrate With Your Existing Infrastructure

Renewing and optimizing infrastructure is a critical part of any ongoing business activity. The changing needs of your company will necessitate new technology and mainframe modernization. 

Competitor activity will further drive this change. If you don’t keep up, you’ll be left behind; it’s that simple. 

Fortunately, the best automation platforms have been designed to integrate into existing popular infrastructure with little hassle, making the adoption process that bit easier for you. 

Consider the areas where automation can be used most effectively — initial call pickup and opening support statements, queue management, and routing, as prime examples — and integrate accordingly. 

Use Analytics to Understand Your Engagement Funnel and Optimize Accordingly

As your business grows, so will the volume of customer support communications you manage. While this necessary evil is part of doing business, the increased complexity and demand on your support staff doesn’t have to be all bad. 

The vast amount of information and data you receive is wildly valuable, offering a treasure trove of insights that can ultimately save you money, simplify team management, and unlock additional resources in the long run. 

Analytics can identify peak hours for inbound calls, monitor the average wait time for customers, record success rates of support cases, and track a host of other metrics important to your department. 

With this information, you can properly staff call centers to handle expected call volumes, ensure adequate time is forecasted for various types of support requests, and leverage the data to provide stronger and more decisive support resolutions that have proven to be received well by your customers.

Train Your Team to Work as Part of the Entire Workflow

It isn’t just about your automated tools supporting your call center agents in the background; you need to train your team to make the most of the technology available. 

Educate all your team members to ensure they get the most out of the tools, and discuss the challenges they routinely have to see if automation can help them during their daily workflow. 

Once they’re comfortable with the new change in process, they’ll benefit from quicker and more accurate support, reduced waiting times for customers, and a happier workforce that feels empowered to deliver the best customer service possible.

Provide Aftercare with Automated Surveys and Feedback Requests

Even after your customers have finished on a call, there are opportunities to improve. Have your automated tools gather and collate notes from the call, along with sending surveys and feedback requests to gather additional information about the customer’s experience and to confirm the problem has been successfully resolved. 

While this might not seem like a direct method of cutting down the dreaded wait time for your consumers, the data you gather can be key to ensuring they won’t need to contact you again in the future. 

Successful resolutions reduce repeat support demands, leading to less strain on your department and keeping the phone lines clear. 

The Next Steps

Call center automation is set to become the de facto approach to large-scale customer support. Conversational AI and machine learning technology continue to mature every single day and soon will be primed to overtake human support for low-level support demands, paving the way for your customer support team to focus on challenging and unique cases. 

Follow the advice in this article to implement queue-reducing processes that will ensure your valued customers receive the help they need in record time and boost the performance of your support department. 

It’s a continuous journey to strive for the best call center possible, but with the help of effective automation, it is a reality you can achieve for your business. 

The post Reducing Wait Times Through Call Center Automation appeared first on Krisp.

This article looked at over 20 voice translator apps for iPhone, Android, iPad, Mac, and Windows. It picks the top five AI-powered voice translator apps of 2024, focusing on their features, ease of use, and how well they work.

Top picks for voice translator apps

1. Krisp: Best for accurate voice transcriptions & translations
2. Microsoft Translator: Best for Microsoft Office users
3. Google Translate: Best for people with hearing issues
4. iTranslate: Best for translating text on images
5. Translate (Apple): Best for basic translations

How to Choose a Good Voice Translator App

Selecting the right voice translator app depends on your specific needs, whether for travel, work, or personal communication. With so many options available, it’s important to focus on key features that ensure reliability, usability, and value. Here’s what to look for when choosing a voice translator app:

Accuracy: The most important feature of any voice translator app is how accurately it translates speech. Look for apps powered by advanced AI to ensure precise translations, even for complex sentences or technical language.

Ease of Use: A good app should have a simple, user-friendly interface. Whether you’re tech-savvy or not, you should be able to navigate the app and use its features without confusion.

Real-Time Translation: For live conversations, real-time translation is a must. Apps with this feature allow seamless communication without delays, which is especially useful during meetings, travels, or video calls.

Integration and Sharing Options: If you need to use translations in professional settings, look for apps that integrate with tools like Zoom or Microsoft Teams. Apps with sharing options for text or files make it easy to collaborate.

Additional Features: Some apps offer unique features that go beyond basic voice translation. Noise cancellation, for example, ensures clear audio input, even in busy or loud environments, improving translation accuracy. Other valuable extras include transcription, camera translation for signs or menus, and subtitle generation for videos. These enhancements can make your app experience more versatile and practical.

Pricing and Plans: Many apps offer free versions, but premium plans often include advanced features like ad-free usage, offline mode, and higher translation accuracy. Compare pricing to ensure the app fits your budget and needs.

By considering these factors, you can find a voice translator app that suits your specific requirements and enhances your communication experiences.

Best for accurate voice transcriptions & translations

Krisp’s AI Live Interpreter is a cutting-edge tool designed to facilitate real-time language translation, enabling seamless communication across diverse linguistic backgrounds. By integrating advanced artificial intelligence, Krisp ensures that conversations, meetings, and document readings are effortlessly translated, fostering understanding and collaboration. By breaking down language barriers, Krisp enables businesses to expand into new markets and engage with a broader audience.

Pros:

• Krisp’s AI Live Interpreter instantly translates spoken words and written text, allowing participants to engage in conversations without language barriers.

• Unlike traditional translation methods that often rely on word-for-word conversion, Krisp’s AI comprehends the context and intent behind the words, delivering accurate and natural translations.
  

• Real-time translation reduces the need for human interpreters, leading to faster decision-making and streamlined operations.

• Eliminates the need for third-party interpreters, reducing wait times and accelerating issue resolution.

Cons:

• Some less-common dialects or languages may not yet be fully supported.

Pricing:

Krisp offers customized pricing for call centers and enterprises, tailored to specific needs and scale. Pricing details are available upon request via Krisp’s official website. If you’re looking for a voice translator app that combines accurate translations with superior audio quality, Krisp is a top choice. Its noise-cancellation technology and real-time translation make it a standout tool for professional and personal use alike.

If you’re looking for a voice translator app that combines accurate translations with superior audio quality, Krisp is a top choice. Its noise-cancellation technology and real-time translation make it a standout tool for professional and personal use alike.

Best for Microsoft Office users

Microsoft Translator is a reliable and versatile app designed to bridge language gaps effortlessly. Available on both Android and iOS platforms, this app supports over 70 languages, including German, Greek, English, Chinese, and many more. It is packed with features that make it a great choice for personal, educational, and professional use.

Pros 

• There are many translation methods available: text, voice, and image. 
• It’s completely free to use — though there are in-app purchases available. 
• It integrates well with Microsoft Office tools. 

Cons 

• The translated text may not always be 100% accurate. 
• Requires consistent updates for downloading language packs.

Pricing 

• Free

Best for people with hearing issues

Google Translate is a widely recognized and user-friendly app, making it one of the best voice-to-text translation tools for the deaf and for anyone needing quick translations. Its simplicity and versatility make it a top choice for casual users and travelers alike. With its ability to handle text, voice, image, and even website translations, Google Translate is a comprehensive solution for breaking language barriers.

Pros

• Google Translate is entirely free to use, with no hidden costs or subscription fees.
• The app translates text, images, websites, documents, and voice inputs into text format seamlessly.
• Its basic and simple design allows anyone to navigate and use the app with ease. 

Cons

• Translations may not always be perfectly accurate, particularly for complex phrases or lesser-used languages.
• Offline translation features are available only for Android users, leaving iOS users without this functionality. 

Pricing

• Free

Best for translating text on images 

iTranslate is one of the top voice translator apps, offering exceptional functionality for both Android and iOS users. With support for over 100 languages, it serves as an indispensable tool for travelers, students, and professionals alike. Its clean and intuitive interface, combined with standout features like voice-to-voice translation and camera lens translation, makes it a versatile option for breaking down language barriers.

Pros

• Available in the pro plan, this feature ensures functionality even without an internet connection.
• Supports conversations in over 100 languages, making communication seamless.
• Easily translates menus, signs, and other text by scanning with your phone’s camera.

Cons

• The free version includes advertisements, which may disrupt the user experience.
• Translations may not always be perfect, especially for complex or technical phrases.

Pricing

• Free Plan: Basic features available with ads.
• Pro Plan: Pricing details are available upon request, offering access to advanced features like offline translation and camera lens functionality.

Best for basic translations

Translate by Apple stands out as a straightforward and reliable app specifically designed for iOS devices. With its clean interface and basic translation capabilities, it offers a seamless experience for users looking for quick and simple language translations. While it is limited to 18 languages, including English, Spanish, French, German, and Chinese, its accuracy and ease of use make it a solid option for iPhone and iPad users.

Pros

• Delivers better accuracy compared to many other free options, especially for everyday vocabulary.
• No hidden charges or subscription fees, making it an accessible choice for iOS users.
• Its simple layout ensures easy navigation and quick access to features.

Cons

• Uses general vocabulary, which may struggle with technical or complex phrases.
• Can face difficulties when translating compound or nuanced terms.

Pricing

• Free

Which Translation App Should I Use?

Finding the right translation app depends on what you need it for. If you’re looking for something free and simple, apps like Google Translate or Apple’s Translate work well. These are great for quick translations or casual use, especially when you’re traveling or need to translate basic text or voice. However, they may not have advanced features or support as many languages as other apps.

For more specific needs, such as translating conversations or images, apps like iTranslate and Microsoft Translator are excellent. These apps offer features like voice-to-voice translation, camera translation, and offline options, making them perfect for travelers or professionals working with international teams. However, some of these features are only available with paid plans.

When choosing a translation app, it’s important to consider factors like accuracy, ease of use, offline functionality, and any extra features like transcription or noise cancellation. The best app for you is the one that matches your daily needs and offers reliable performance in the situations where you need it most.

If you want a tool that not only translates accurately but also ensures clear audio quality, Krisp is the top choice. Unlike other apps, Krisp combines advanced noise cancellation with real-time translation, making it ideal for work meetings, online calls, and even busy environments. Its cross-platform compatibility and focus on privacy set it apart, making Krisp the best option for professionals and anyone who values clear, uninterrupted communication.

FAQ

The post The 5 Best AI-Powered Voice Translator Apps in 2024 appeared first on Krisp.

AI live translation offers a faster and smarter solution. With tools that use advanced technology like machine learning, businesses can translate conversations, presentations, and written content in real-time. This makes it easier to communicate with international partners, close deals, and support customers in multiple languages, all without the usual hassle of translation. Let’s explore how AI live translation helps B2B companies break language barriers and grow globally. From its benefits to real-world examples, you’ll see why this technology is a must-have for businesses looking to succeed in today’s connected world.

What is AI Live Translation? 

AI live translation is a transformative technology powered by artificial intelligence that enables real-time language translation, revolutionizing the way individuals and businesses communicate across linguistic boundaries. This innovative tool facilitates seamless understanding by instantly translating spoken words, written text, or even multimedia content from one language to another, creating a more inclusive and connected global environment.

The practical applications of AI live translation are vast, as it proves beneficial in a variety of scenarios such as international meetings, cross-cultural conversations, global conferences, and even casual interactions among people from diverse backgrounds. Unlike traditional translation approaches, which often focus on word-for-word conversions, AI live translation employs advanced machine learning models, such as natural language processing (NLP) and neural networks, to grasp the context and intent behind the words. This results in translations that are not only linguistically accurate but also culturally nuanced, offering a level of fluency and comprehension that feels more human.

In business environments, the significance of AI live translation cannot be overstated. It enables multinational companies to communicate with clients, partners, and employees across the globe without the need for a shared language. From negotiating contracts to collaborating on international projects, this technology ensures that language barriers no longer hinder the flow of information or productivity. Additionally, customer service departments leverage AI live translation to assist users in their native languages, enhancing customer satisfaction and loyalty.

Beyond professional settings, AI live translation empowers individuals in personal and educational contexts. Travelers can navigate foreign countries with ease, students can access learning materials in different languages, and friends from various linguistic backgrounds can foster closer relationships. Moreover, it plays a pivotal role in inclusivity by making information accessible to people with diverse linguistic abilities, bridging gaps in knowledge and communication.

Despite its impressive capabilities, AI live translation is constantly evolving. Challenges such as handling complex idiomatic expressions, maintaining tone and style, and achieving 100% accuracy in every context remain areas of active development. However, as AI technologies improve and incorporate more data from diverse sources, the potential for AI live translation to reshape global communication becomes increasingly promising.

What Advantages does AI Live Translation have for B2B Companies? 

AI live translation makes life so much easier for B2B companies that want to work globally. Here’s a deeper look at how it can help:

• Talk to Anyone, Anywhere: Whether you’re in a virtual meeting, chatting with international clients, or working with teams from different countries, AI live translation breaks down the language barriers. It makes conversations flow smoothly, so everyone stays on the same page, no matter where they’re from.
• Save Time and Money: Forget about hiring expensive interpreters or waiting days for documents to be translated. AI live translation works in real time, helping you save money and speed up your business processes. It’s quick, reliable, and way more convenient than traditional methods.
• Better Customer Support: Imagine being able to help customers in their native language instantly. With AI live translation, you can respond to their questions, solve their problems, and make them feel heard—all in real time. It’s a fantastic way to build loyalty and trust. 
• Reach New Markets Easily: Expanding your business to a new country is no longer as daunting. AI live translation makes it simple to create ads, translate websites, or communicate with local partners, so you can connect with new customers and markets effortlessly.
• Stay Ahead of Competitors: Using AI live translation shows that your company is innovative and ready for the global stage. It gives you a competitive edge by making it easier to navigate international business and stand out as a modern, tech-savvy company.

In short, AI live translation opens doors for B2B companies, helping them grow faster, connect better, and succeed on a global scale. It’s like having a multilingual business assistant that works around the clock! 

Krisp’s Role in AI Live Translation for B2B Companies

Krisp is more than just a noise-canceling app—it’s a powerful tool that plays a key role in AI live translation, helping B2B companies communicate effectively across languages. Krisp’s AI Live Interpreter helps call centers and businesses break language barriers during live conversations. This smart tool translates what people say in real-time, making it easy for everyone to understand each other, even if they speak different languages. For call centers, this means happier customers and quicker solutions. Agents can talk directly to customers without needing extra help from interpreters or translation services. This saves time and helps solve problems faster, making customers feel more valued.

For businesses that work with people worldwide, Krisp’s AI Live Interpreter is a game-changer. It allows smooth communication during meetings or customer calls, helping everyone feel included and understood. This is especially useful for businesses working in many countries or with diverse teams. Krisp also focuses on keeping conversations private and secure, so businesses can trust it to handle sensitive information safely. By using Krisp’s AI Live Interpreter, businesses can connect better with their customers and teams, no matter where they are or what language they speak. It’s a simple way to improve communication and grow in a global world.

Benefits for Call Centers

• Enables agents to interact directly with customers in their native language, ensuring personalized and empathetic support.
• Eliminates the need for human interpreters, allowing agents to address issues quickly and effectively.
• Reduces the reliance on external interpretation services, cutting operational costs while maintaining high-quality service.

Advantages for Global Businesses

• Bridges language gaps during multinational team meetings, ensuring every member feels included and understood.
• Strengthens relationships with international clients by providing direct, real-time communication in their language.
• Krisp prioritizes data protection, ensuring that sensitive conversations remain secure and confidential.

Use Cases

• Facilitate communication between teams and clients spread across different countries and languages.
• Assist global training sessions by translating instructors’ speech for participants in various languages.
• Help medical professionals communicate effectively with patients from diverse linguistic backgrounds.
• Bridge language gaps in services that cater to multicultural populations.

Future Trends of AI Live Translation

The field of AI live translation is changing how people from different countries and languages communicate. New technologies and smarter computer systems are making this happen faster and better, creating exciting opportunities for the future. Here are some important trends to watch:

Personalized and Smarter Translators

AI translators will get better at understanding your unique way of talking, including accents and slang. They will learn from how you use them, making translations more accurate and personalized over time.

Mixed with Augmented and Virtual Reality

AI live translation will combine with cool tech like AR and VR. Imagine attending a meeting or party where everyone speaks different languages, but you see translations directly in your AR glasses. This will make global interactions easier and more enjoyable.

Works Without Internet

AI translation tools will soon work offline without losing accuracy. This is great for places with no internet and for keeping conversations private, like in important business talks.

Easy Access with Wearable Devices

Wearable gadgets like smart glasses or earbuds will make live translation even easier. You can have real-time translations wherever you go, without needing a big device or internet connection.

FAQ

The post AI Live Translation: Unlocking New Markets for B2B Companies appeared first on Krisp.

This partnership provides existing Five9 customers easy access to Krisp, while offering new customers high-quality voice clarity from day one.

“Partnering with Five9 is a natural fit for us,” said Robert Schoenfield, EVP of Licensing and Partnerships at Krisp. “Their commitment to elevating customer experiences with technology aligns perfectly with Krisp’s mission to deliver unmatched voice clarity and productivity at scale. Together, we’re enhancing every agent-customer interaction and driving real, tangible results.”

“At Five9, we are always looking to integrate solutions that make a meaningful difference for our customers,” said Jess Shea, ISV Partner Manager. “Adding Krisp’s advanced voice technology to our Intelligent CX platform empowers agents with even more tools to perform at their best and gives businesses a clear path to better KPIs like CSAT and first-call resolution.”

The Five9 Intelligent CX Platform provides a comprehensive suite of solutions to engage with customers across their channel of choice, empower managers with insights and intelligence into contact center performance, and elevate your business to deliver better business outcomes and Bring Joy to CX. Their cloud-native, scalable, and secure platform includes contact center; omnichannel engagement; Workforce Engagement Management; extensibility through more than 1,450 partners; and innovative, practical AI, automation, and journey analytics that are embedded as part of the platform. Five9 brings the power of people, technology, and partners to more than 2,500 organizations worldwide.

About Krisp

Founded in 2017, Krisp pioneered the world’s first AI-powered Voice Productivity software. Krisp’s Voice AI technology enhances digital voice communication through audio cleansing, background noise and voice cancellation, accent localization, live translation, and call transcription and summarization. Offering full privacy, Krisp works on-device, across all audio hardware configurations and applications that support digital voice communication. Today, Krisp has transcribed over 40 million calls and processes over 80 billion minutes of voice conversations every month, helping businesses harness the power of voice to unlock higher productivity and deliver better business outcomes.

The post Krisp Partners with Five9 to Deliver Advanced Voice AI Applications appeared first on Krisp.

If only the general public knew the work that went on behind the scenes of those words! As a QA manager or specialist, you spend hours listening to call recordings, grading agents, and maintaining standards for your industry and organization.

But your job is so much more than recordings and scores. Its impact is crucial to the success of the call center, the satisfaction of your customers, and the performance of your agents.

Given the importance of your role, it makes sense to do everything you can to optimize your work. Below are some best practices for call center quality management that’ll help you perform at your best.

What Is Call Center Quality Management?

Call center quality management, also known as quality assurance, monitors, reviews, and improves every interaction between call center agents and customers.

QA specialists listen to call recordings and grade the interaction based on a set of criteria, including but not limited to industry policies, legal standards, and client requirements. The goal is to maintain compliance and consistency and ensure that the client is happy with the service your agents provide.

Why Is Call Center Quality Management Important?

Improves Customer Satisfaction

Call center quality management is all about analyzing what’s working, and what isn’t, in the hopes of improving the customer experience. When you do QA right, you’ll see your customer satisfaction metrics improve.

Helps With Agent Career Development

QA managers are often tasked with coaching call center agents. In one-on-ones, you can review calls with your agent, identify their strengths, and create a plan for improving upon their weaknesses.

On top of that, QA helps you identify your star agents, which comes in handy when deciding whom to promote to management positions.

Ensures Compliance With Industry Standards and Laws

QA specialists are in charge of ensuring that the call center maintains compliance with the rules and regulations of your industry and jurisdiction. Things like HIPAA and GDPR may need to be taken into consideration in every agent-customer interaction. Failure to ensure compliance can have legal consequences for your call center.

Guarantees Consistency

Especially as your call center scales, maintaining consistency will be a challenge. Your job as QA means you’re in charge of creating and maintaining a set of standards to ensure a consistently good customer experience, no matter how large your team grows.

Improves Productivity

By monitoring calls, QA finds inefficiencies, too, and helps cut those down so your agents can improve their workflow, decrease AHT, and increase productivity.

Quality Assurance Tools at Your Disposal

The following tools will all be available in the proper call center management software.

• Call monitoring allows you to listen in on live calls without being heard.
• Call whispering lets you talk to the agent during a live call without the customer hearing. This is useful for providing advice and guidance to save an agent who needs a little help at the moment.

• Call barging allows you to speak during a live call so that both the agent and customer can hear you. Use this sparingly, only in cases where it’s the best way to salvage a call that’s gone wrong.

• Call recording is a must in call center quality management. The right call center software will do this for you.

• Agent scripts ensure consistent and accurate information is communicated to every caller.

• Post-call surveys give you meaningful data on the quality of a call because it’s directly from the mouth of the customer.

• Speech analytics is a burgeoning field in quality assurance. It uses AI to listen for certain words and phrases (programmed by you). It can assist you in doing your job, since you won’t have to listen to every second of every call.

15 Call Center Quality Management Best Practices

1. Use a Noise-Cancelling App to Improve Call Quality

Whether working from home or in an office, background noise can derail a customer service call. Thankfully, there’s an easy fix: Install a noise-cancelling app like Krisp. It takes just a minute to do so, and once it’s turned on, Krisp will automatically detect and eliminate noises that shouldn’t be there, such as traffic, keyboard clicks, and barking dogs. 

Noise-cancelling software ensures the best audio quality for every call your agents take.

2. Invest in the Right QA Software 

While every call center needs the right call center management software, every QA needs the right QA software to optimize your work. The right software depends on your needs, but here are some features that you might find useful:

• Create custom scorecards
• Define and measure KPIs
• Use speech and text analytics
• Access performance data
• Provide rewards to agents

3. Create a Good Scorecard

The scorecard is the measuring stick for your agents, so it needs to be clear, effective, and consistent. Typical call center QA scorecards have Yes/No questions along with a scale (such as from 1-5) so you can provide an actual “grade.”

What metrics should the scorecard include?

• Average Handle Time (AHT): This is a standard metric for call centers, but it comes with a caveat: Sometimes providing quality service takes time, and agents who don’t rush the caller end up getting dinged for AHT when the quality of service was excellent.
• Compliance: Depending on the industry, your call center must follow a set of rules and regulations to remain compliant. It’s essential that your agents abide by these standards to avoid negative consequences.

• Accuracy: Is the agent providing accurate information to the caller? 

• Professionalism: Does the agent greet the customer in a friendly manner? Do they keep calm even when the customer seems frantic or frustrated? These are the things to consider when grading professionalism.

• Communication skills: Does the agent practice active listening? Are they clear in their instructions? Effective communication skills are key to call center quality management.

4. Don’t Skip Calibration Sessions

You calibrate a device to ensure that it’s measuring accurately and consistently every time. That’s why QA holds calibration sessions. You can do this once a week or once a month, but the goal is to verify consistency—meaning that if three different QAs score the same call, those scores should be the same (or pretty darn close). If they’re not, something is off in the way you grade, and that needs to be addressed.

5. Ensure Agents Know What’s Expected of Them

In the same vein of calibration, make sure agents know what’s expected of them. Having a miscalibrated scorecard is one way to confuse them (because they can never get the right score), but there are other things that are confusing. Here are some quality management mistakes to avoid:

• Not having a defined way of grading calls
• Not making your grading process transparent
• Not providing clear or meaningful feedback
• Changing the way you grade without notice to the agents

6. Know Procedures and Policies Like the Back of Your Hand

Your job in QA is to ensure procedures and policies—within your organization, industry, state, and country—are followed. That, of course, means you need to know what the procedures and policies are.

It’s also crucial to stay up-to-date on these, as they can change. Attending regular trainings can keep you abreast of any changes in laws and regulations that might affect your trade.

7. Provide Coaching to Your Call Center Agents

Contrary to popular belief, QA doesn’t just sit behind their desk finding things wrong with call recordings. A major part of your job is to coach your agents. Take the time to sit down with each agent, one-on-one, regularly. You can review one of their call recordings together and note where they did well and where they could improve. Create a plan with them, and check in on their progress. This helps with their career development and builds rapport with them as well.

8. Automate Quality Assurance Tasks

Leverage automation tools to handle routine quality assurance tasks, such as automatically scoring calls based on predefined metrics. This reduces the manual workload on QA teams and ensures consistent evaluations across all customer interactions.

9. Do Something Fun to Break Up the Monotony of Listening to Call Recordings

In QA, you’ll be listening to a lot of call recordings; there’s no avoiding it. To break up the monotony, you might find it useful to handwrite notes, go for a walk, doodle, or rake a little desk Zen garden.

10. Don’t Sacrifice Customer Service Quality for Better QA Metrics

As a QA specialist, you’re under pressure to please multiple stakeholders—upper management, call agents, the client, and customers. Unfortunately, sometimes those stakeholders’ desires are at odds with each other.

For instance, agents feel the pressure to keep call times short, but often, quality customer service requires time and patience. Don’t get so hung up on AHT that you pressure your agents to rush callers, ruining the customer experience.

11. Get Good at Giving Critical Feedback

A significant portion of your job involves pointing out areas of improvement, and not everyone takes critical feedback well. The key is knowing the fine line between inspiring someone to do better and discouraging someone from doing their job.

• Practice empathy. Empathy is more than just feeling what someone else feels; it’s an openness to the other person’s perspective, a desire to learn more about what their experience is. So if you notice that an otherwise competent agent keeps scoring low on their scripts, it’s worth asking them why they feel it’s necessary to veer from the script. You might find that the scripts are ineffective or redundant or that the agent is trying to be more human by personalizing each interaction.

• Contextualize the criticism. Telling someone they did something wrong is demotivating; telling them why what they did isn’t helpful and what they can do instead is much more likely to elicit a good response. Provide as much context as you can to make the critical feedback make sense for the agent. Instead of saying, “You need to stick to the script,” it’s more helpful to say, “We developed these scripts after many weeks of discussion and testing, so we trust that these are the most effective words to use on your calls. When you stray from the script, it makes it difficult for us to ensure a consistent customer experience. If I’m missing something, though, I’d be open to hearing your feedback.”

• Rely on relationship building. Your words carry more weight when the agent knows you care about them. Everything you do outside of the scorecard matters. Coaching and words of appreciation will show your agents that they’re more than a grade. So when it comes time to deliver negative feedback, they’ll know you’re doing it because you care.

12. Use Real-Time Reporting and Analytics

Real-time data is essential for effective call center management. By accessing live reports on call volumes, wait times, and agent performance, you can make quick adjustments to improve operational efficiency. Tools like CloudTalk provide such analytics to help track performance and make data-driven decisions.

13. Don’t Forget to Praise and Reward Your Agents

QA gets a reputation for being Negative Nellies who nitpick and point out everything wrong. Sure, a major part of your job is to spot errors so they can be corrected. But spotting excellence so it can be rewarded is important too! It’s a huge component of employee motivation; without it, you’ll end up demotivating your agents to the point they do a worse job.

Instead, find ways to reward agents for doing things right. For example, Playvox has an option where you can reward agents with Karma points, which they can then use to redeem gifts in your online store. playvox.com/lp/call-center-quality-assurance/ 

14. Encourage Self-Assessment by Agents

Encouraging agents to review their own performance fosters accountability and self-improvement. Providing access to their own call recordings or chat logs, along with QA feedback, allows them to learn from mistakes and enhance their skills.

15. Adopt a Continuous Improvement Mindset

Call center quality management should be an ongoing process. Regularly revisit your KPIs, training programs, and feedback mechanisms to ensure they evolve with industry standards, customer needs, and technological advancements. Continuous improvement ensures your call center remains competitive and effective.

Quality Monitoring Technology for Call Center Quality Management

Maintaining high-quality service is essential for ensuring customer satisfaction and operational efficiency. To achieve this, many call centers rely on advanced technologies that streamline monitoring, improve agent performance, and enhance overall communication. Below are four key types of technology that can significantly improve call center quality management.

1. Call Recording and Analytics Tools

These tools allow managers to record and review calls to assess agent performance. By analyzing interactions, call centers can identify areas for improvement and provide tailored feedback. Real-time analytics also provide insights into key metrics like average handling time and customer satisfaction.

2. AI-Powered Speech Analytics

AI-driven speech analytics tools analyze customer-agent conversations for tone, sentiment, and keyword identification. These insights help improve customer service quality by identifying trends, customer pain points, and opportunities for agent coaching.

3. Cloud-Based Call Center Systems (e.g., CloudTalk)

Cloud-based systems, such as CloudTalk, offer integrated quality monitoring features. These systems provide high-quality call recordings, real-time performance tracking, and advanced AI features like IVR and power dialers to streamline operations. CloudTalk’s ability to integrate with CRM and helpdesk systems makes it an all-in-one solution for managing quality across multiple customer channels.

Key features

• High-quality calls with guaranteed latency and minimal jitter

• Smooth workflow with our Intelligent call-routing tools

• Callback feature that redials the number until connected with the agent

• Redirecting calls during busy hours or when outside the office

• The call masking feature keeps your personal number private

Pricing

Starter – $25/month
Essential – $30/month
Expert – $50/month

4. Speech Analytics and Transcription Software

Advanced speech analytics tools can analyze customer-agent conversations for tone, sentiment, and key phrases. These tools provide insights into customer satisfaction, common issues, and agent performance. Krisp’s transcription software can also assist in converting voice interactions into text, making it easier to review calls and extract valuable information.

Key Quality Management Challenges in the Call Center

Call center quality management comes with its own set of unique challenges that can impact both agent performance and customer satisfaction. From high turnover rates to technology integration issues, here are some of the key obstacles that call centers face in delivering top-notch service.

Inconsistent Agent Performance

One of the most significant challenges in call centers is maintaining consistent agent performance. Agents may struggle with meeting quality standards due to varied skill levels, lack of training, or personal factors, making it difficult to deliver a uniform customer experience across all interactions.

High Turnover and Agent Retention

Call centers often face high employee turnover, which impacts the quality of service. New agents require extensive training to reach the level of seasoned professionals, and constant onboarding can strain resources, affecting overall service quality and consistency.

Lack of Real-Time Monitoring and Feedback

Without real-time monitoring and instant feedback, it’s challenging to correct performance issues as they occur. Delayed feedback can result in repeated mistakes, leading to poor customer experiences and lower satisfaction scores.

Technology Integration and Usability Issues

Many call centers use multiple platforms that are not always seamlessly integrated, which can create inefficiencies and hinder quality management efforts. Agents may struggle with outdated systems or have trouble navigating between different tools, affecting their productivity and service quality.

Handling High Call Volumes and Spikes

During peak times or unexpected surges in call volumes, maintaining quality standards becomes difficult. Agents may rush through calls, leading to mistakes, longer resolution times, and diminished customer satisfaction.

Ensuring Consistent Compliance with Regulations

Call centers must adhere to industry regulations, such as data privacy laws and compliance standards like GDPR and HIPAA. Ensuring that all agents consistently follow these regulations can be challenging, especially in larger teams or multi-location setups.

Managing Remote or Hybrid Teams

With the rise of remote and hybrid work models, maintaining quality across geographically dispersed teams is a new challenge. Remote agents may face different environments, technical issues, or varying levels of support, all of which can affect their ability to provide high-quality service.

FAQs

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We’ll cover key innovations such as real-time transcription, accent localization, and advanced call analytics. You’ll learn about the unique features Krisp offers, including its noise cancellation integration, high accuracy, and privacy-focused design. We’ll also discuss how Krisp’s STT solutions drive innovation across various sectors and helping businesses enhance communication efficiency and accessibility.

How Speech-to-Text APIs Are Driving Innovation

Speech-to-Text (STT) APIs are leading the way in voice technology innovation, transforming how businesses operate and how individuals interact with digital platforms. Here’s how STT APIs are driving significant advancements across industries:

Revolutionizing Customer Service with Real-Time Transcription

STT APIs are enhancing customer service by enabling real-time transcription of customer calls. Key benefits include:

• Reduced miscommunication: Agents can focus on the conversation rather than manual note-taking.
• Instant access to call data: Conversations are immediately transcribed and can be analyzed in real-time.
• Automated processes: Call summaries, compliance checks, and quality monitoring become more efficient.

Krisp’s Call Center Transcription solution is a prime example of how STT APIs drive efficiency and improve customer service.

Enabling Multilingual Communication

STT APIs support a wide range of languages and accents, enabling businesses to communicate seamlessly across the globe:

• Multiple language support: Allows businesses to cater to diverse customer bases.
• Accent localization: Ensures clear communication by handling various accents.
• Global accessibility: Businesses can overcome language barriers and serve international markets effectively.

Krisp’s STT solutions, with their advanced accent localization capabilities, ensure accurate transcriptions in multilingual environments.

Enhancing AI-Driven Voice Assistants

STT APIs power voice assistants like Siri, Alexa, and Google Assistant. Key innovations include:

• Improved accuracy: Voice assistants can better understand nuanced speech and respond accurately.
• Natural interactions: STT APIs enable multi-turn conversations, making interactions more human-like.
• Emotion detection: Advanced APIs can even detect user emotions, enhancing personalization.

These innovations are pushing AI-driven voice assistants to new levels of sophistication.

Transforming Call Center Analytics

By integrating STT APIs into call centers, businesses can leverage advanced analytics, including:

• Call transcription: Conversations are automatically transcribed for future reference and analysis.
• Customer sentiment tracking: Analyze tone and language to gauge customer satisfaction.
• Agent performance monitoring: Identify areas where agents need improvement or additional training.

Krisp’s Speech-to-Text Call Center API is a powerful tool that helps call centers become more data-driven and efficient.

Improving Accessibility for All

STT APIs are transforming accessibility for individuals with hearing impairments by providing real-time transcription. Benefits include:

• Inclusive meetings: Transcriptions allow those with hearing impairments to participate fully in conversations.
• Captioning for media: Automatic transcription creates real-time captions for videos, lectures, and presentations.

This innovation is making voice technology more inclusive and beneficial for a wider range of users.

Boosting Productivity with Automated Transcription

STT APIs are automating tasks like meeting transcriptions, saving time and resources. Key advantages include:

• Automatic note-taking: Real-time transcription ensures that no details are missed.
• Reduced administrative burden: Employees can focus on core tasks instead of manually writing summaries.
• Integrated AI features: Tools like Krisp’s AI meeting assistant offer additional features like action-item tracking and productivity enhancements.

Driving Innovation in Healthcare and Legal Industries

STT APIs are improving efficiency in highly regulated industries like healthcare and law:

• Healthcare: Doctors can dictate notes directly into electronic health records, reducing paperwork.
• Legal: STT APIs are used to transcribe court proceedings, depositions, and legal meetings, improving accuracy and compliance.

By streamlining workflows, STT APIs are helping professionals in these fields focus on their core responsibilities.

Fueling AI and Data-Driven Decision Making

STT APIs generate valuable data from conversations, which can be analyzed for key insights:

• Customer sentiment analysis: Track and predict customer preferences and behaviors.
• Trend identification: Businesses can spot patterns and adapt strategies based on conversation data.
• Enhanced AI: STT APIs fuel machine learning models, improving predictive capabilities and decision-making.

Transforming Voice Technology: How Krisp Makes A Difference

Krisp is leading the charge in transforming voice technology through its advanced Speech-to-Text (STT) APIs, designed to enhance efficiency, clarity, and accessibility in communication-heavy industries like call centers and customer service. Here’s how Krisp stands out in the STT landscape:

1. Noise Cancellation Integration

Krisp’s innovative noise cancellation technology is seamlessly integrated with its STT APIs, allowing for more accurate transcriptions even in noisy environments. This unique combination of noise reduction and transcription is ideal for:

• Call centers: Ensuring clear communication without background distractions.
• Remote meetings: Transcribing conversations in any setting, from coffee shops to busy offices.
• Customer service: Providing high-quality audio transcriptions without interference from background noise.

2. Accent Localization for Global Communication

Krisp’s accent localization feature allows its STT API to accurately transcribe speech from users with diverse accents. This transforms how global teams and call centers operate by:

• Handling diverse accents: Ensuring clear communication with customers and colleagues from different regions.
• Improving customer satisfaction: By reducing misunderstandings caused by accent differences.
• Enabling global outreach: Businesses can now cater to international markets with confidence in their communication abilities.

With Krisp’s Call Center Transcription and Speech-to-Text API, businesses can deliver a seamless experience for users around the world.

3. High Accuracy in Real-Time Transcription

Krisp’s AI-powered STT API provides industry-leading accuracy for real-time transcription, even in challenging audio conditions. This allows businesses to:

• Capture detailed conversations: Ensuring that important customer interactions and meetings are accurately transcribed.
• Analyze real-time data: Provide insights into customer sentiment, agent performance, and conversation trends.
• Boost productivity: Automate tasks like note-taking, call summaries, and compliance reporting.

Krisp’s high level of transcription accuracy helps businesses make data-driven decisions and improve overall efficiency.

4. Privacy and Security by Design

Krisp is committed to maintaining the highest privacy and security standards. Its STT APIs are designed with features to protect sensitive conversations and data:

• Data encryption: Ensures that all transcriptions are secure and inaccessible to unauthorized users.
• On-device processing: For environments that require additional privacy, Krisp can handle transcription without sending audio to the cloud.
• Compliance-ready: Krisp’s technology adheres to industry regulations, making it suitable for healthcare, legal, and financial services.

Businesses can trust Krisp’s solutions to handle sensitive information securely, safeguarding privacy without compromising performance.

5. Seamless Integration and Customization

Krisp’s STT APIs are designed to be easily integrated into existing workflows and software environments, offering flexible customization options for businesses:

• Custom vocabulary: Businesses can add specific terminology or jargon relevant to their industry for more accurate transcriptions.
• APIs for various industries: Krisp offers tailored STT solutions for sectors like healthcare, legal, education, and customer service, ensuring that each business gets the specific functionality it needs.
• Easy API integration: Krisp’s STT APIs can be seamlessly added to contact center software, CRM systems, and other communication platforms, improving operational efficiency without complex deployments.

With Krisp’s customizable STT API, businesses can tailor the solution to their specific needs, ensuring maximum accuracy and ease of use.

The Krisp Difference lies in its innovative approach to transforming voice technology. With a combination of noise cancellation, accent localization, real-time accuracy, and privacy-focused features, Krisp’s STT solutions enable businesses to leverage voice data like never before. 

Whether it’s enhancing call center efficiency or supporting global communication, Krisp is setting a new standard for voice technology innovation.

Key Takeaways

• Real-time transcription enables faster, more efficient customer service and accurate call analysis.
• Accent localization ensures clear communication across global teams and diverse customer bases.
• Noise cancellation integration in Krisp’s STT API enhances transcription accuracy even in noisy environments.
• STT APIs boost productivity by automating tasks like note-taking, call summaries, and compliance tracking.
• Krisp’s STT API stands out with high accuracy, privacy-focused design, and seamless integration across industries.

Frequently Asked Questions

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