Significant gaps exist between what contact centers believe and what their customers actually want. 

Our latest report, in partnership with ContactBabel, uncovers the real impact of accents on customer experience, hiring decisions, and agent well-being.

What you'll learn:

• Customer Experience Gaps: 35% of U.S. customers prefer U.S.-based agents, but only 16% of contact centers realize it. This gap could be affecting your customer satisfaction scores.

• Hiring Challenges: Learn how accent strength influences hiring decisions, with 64% of potential agents being disqualified due to their accents. Discover what this means for your talent pool and how it could be limiting your success.

• Agent Well-Being: Explore how constant pressure to change accents impacts agent morale, productivity, and inclusion. See why traditional accent training isn’t the answer and what you can do instead.

Why it Matters:

• Cost Savings: Accent-related misunderstandings cost the industry over $5.5 billion annually. Understanding the true cost of repetition and longer call times could save your business money.

• Diversity and Inclusion: The report highlights how current practices may harm your workforce's diversity. Learn how to support your agents better and create a more inclusive work environment.

Download the full report to get the insights and actionable steps needed to face the industry's biggest offshore challenges head-on.