The Office Gurus (TOG) is a multi-industry business process outsourcer headquartered in the United States, with delivery locations in El Salvador, Belize and the Dominican Republic. It delivers customer experience, sales and back-office solutions across home services, insurance, energy, legal and other sectors. With a strong presence in Latin America and growing onshore and offshore capabilities, TOG integrates technology and AI into its operating model to drive measurable performance across inbound and outbound programs.

TOG runs sales and service programs where the first seconds of a call directly affect revenue. Its agents demonstrated strong language skills and product expertise, but some customers, especially those unfamiliar with international accents or already frustrated, hesitated early in the call or asked agents to repeat themselves. This friction occurred before the value proposition was communicated, creating risk at the most critical moment of the conversation.

The impact showed up in several ways: slower sales momentum before the value proposition was delivered, early drops in customer sentiment before rapport was established, limited workforce flexibility due to accent sensitivity, and an inability to place top agents across the right programs.

TOG had addressed the issue through coaching, account alignment and reassignment of strong agents. These approaches worked but required ongoing oversight and did not scale. Leadership wanted a scalable way to standardize early-call clarity, protect revenue and unlock broader access to talent, while respecting and preserving agents' authentic communication style.

TOG's relationship with Krisp began in 2020, when the COVID-driven move to remote work led it to deploy Krisp AI Noise Cancellation to keep call clarity consistent. The technology quickly became a trusted part of TOG's voice operations. When leadership later evaluated Accent Conversion vendors, it found gaps in latency, voice naturalness, deployment complexity and pricing at scale; none matched the stability and simplicity required for production use. Because Krisp was already embedded in TOG's stack, expanding into Krisp Accent Conversion carried lower risk and a faster time to value.

Krisp delivered low-latency, natural-sounding Accent Conversion that preserved agent authenticity, deployed with no hardware or workflow changes, with admin controls for managing users at scale and a responsive partnership throughout the rollout. For TOG, the goal was not to change voices but to remove friction in high-value conversations while keeping each agent's identity.

The rollout followed a phased, data-driven approach. An initial proof of concept covered five agents on one account for about a month, with positive results visible in the first week. Performance was measured before and after deployment across CSAT, a DSAT AI predictor, sales conversion rates, AI-based tracking of repetition, supervisor escalations and agent feedback. Following validation, TOG expanded pilots across accounts in groups of 5 to 10 agents per program. After confirming consistent impact and sharing results with clients, deployment scaled to more than 220 agents across El Salvador, Belize and the Dominican Republic.

• 26% increase in CSAT, with smoother interactions from the start of the call
• 28% improvement in new enrollment conversion, driving direct revenue impact
• 16% improvement in new hire conversion rates, reducing ramp variability
• 34% reduction in DSAT predictor signals across participating accounts
• Scaled from a five-agent pilot to more than 220 agents across three countries with no hardware or workflow changes
• Clearer early interactions helped new hires reach tenured performance faster