Trueshore Lifts First-Call Resolution by Seven Points in Patient Support with Sanas
Clearer Patient Conversations, Measurably Better Outcomes
Trueshore is a contact-center operation in the Dominican Republic, wholly owned by a large U.S. health insurer. Its associates support the insurer’s patients through English-language inbound service.
Trueshore deployed Sanas Accent Translation to help patients and associates understand each other the first time. Within weeks, associates using Sanas improved first-call resolution by about seven points, and their NPS improved 7.5 times more than a comparison group, while handle time came down.
The Challenge
Trueshore’s leaders saw a clear opportunity: become a stronger, more flexible counterpart to its parent’s onshore center, adding capacity and business continuity without compromising the patient experience. The operation could ramp a 200-agent team about three times faster than the onshore center.
One barrier stood in the way. Accent sensitivity had kept some U.S. work out of reach. Trueshore needed to:
- Help patients and associates understand each other the first time
- Compete for U.S. volume that would otherwise stay onshore
- Keep each associate’s own voice rather than replace it
- Hold the patient experience to its parent’s standard
“Accent sensitivity has kept some U.S. work out of our reach. If Sanas removes that objection, we can compete for volume that would otherwise stay onshore, especially for our parent company’s work.”Vice President Operations, Trueshore
The Approach
Trueshore’s operations leaders first heard Sanas in their own environment, then deployed it in May 2025 for about 50 inbound patient-support associates working in English. The test was deliberately demanding:
- The Sanas group was made up of associates with greater communication challenges
- The comparison group generally had stronger English skills
- Both groups were tracked in weekly KPI reviews against their pre-deployment baseline
Key metrics: NPS, first-call resolution, CSAT and average handle time.
The Results
Within the first weeks, the Sanas group was already ahead of its own baseline:
- +3.15 points NPS
- +5% first-call resolution
- +6% CSAT
By mid-June 2025, Trueshore’s operations team had calculated the full picture:
- About a seven-point gain in first-call resolution (roughly 9 to 10 percent) for the Sanas group, while the comparison group showed little or no change
- 7.5x larger NPS improvement for the Sanas group than for the comparison group
- Lower average handle time while NPS held steady or rose
That last combination is unusual: satisfaction usually falls as calls get shorter. Trueshore attributes it to fewer repetitions between patients and associates, so calls move forward smoothly without sacrificing the patient experience.
“The Sanas group showed a 7.5x improvement in NPS versus the group without Sanas. It speaks for itself.”Vice President Operations, Trueshore
Associate Impact
Associates adapted quickly. Early concerns that the technology might change how they came across eased substantially, previously skeptical associates became enthusiastic, and quality teams came to treat calls with Sanas as familiar rather than disruptive.
“The initial concerns eased dramatically. Agents and QA teams came to see Sanas as the new normal on calls.”Vice President Operations, Trueshore
Conclusion
With those results in hand, Trueshore’s leadership chose to move ahead with Sanas. For the operation, that means:
- Stronger communication in patient support
- Faster capacity growth for U.S. work
- A broader role as a flexible service operation for its parent
“Sanas is a solution Trueshore wants to align with and believes adds value.”Executive Vice President, Trueshore
