How OnCourse Home Solutions Closed the Offshore Performance Gap
Turning Communication Clarity Into Sales and Retention Performance
OnCourse Home Solutions, a provider of home warranty and protection services, partnered with Sanas to close the performance gap between its offshore and domestic contact center teams. Following a five-week controlled pilot, OnCourse validated significant gains in sales conversion and retention saves — and is now planning broader adoption across its offshore workforce.
The Challenge
OnCourse runs a high-volume contact center spanning sales, retention, loyalty, and customer care, with much of that work handled by BPO partners in the Philippines and Colombia.
New operations leadership found offshore teams underperforming against domestic benchmarks — and traced the gap to communication friction. On sales calls, customers who struggled to understand an agent were less likely to trust their recommendations. In retention, the same friction made it harder for agents to convey empathy to customers considering cancellation.
A previous solution had created new performance issues under real operating conditions. Any new technology would need to improve communication without disrupting calls or adding complexity.
The question: Could clearer communication measurably close the offshore performance gap?
The Pilot
Sanas provided real-time accent translation and voice clarity without replacing the person behind the voice, deployed within OnCourse's existing virtual desktop environment — no major backend engineering changes required.
The five-week controlled pilot was designed to isolate impact:
- Two BPO sites — retention and loyalty agents in the Philippines, customer service agents in Colombia
- Sanas-enabled agents measured against matched control groups
- Each agent benchmarked against their own historical baseline
Daily performance data flowed into a custom dashboard, and QA teams reviewed calls alongside Sanas to understand what was happening on the floor, not just in the spreadsheet.
The solution was designed to work reliably across multiple BPO sites, support secure operations, and avoid introducing call-quality risk.
The Results
+75% relative improvement in inbound sales conversion (9.84% → 17.26%) +4.3 pts increase in plan save rate
At the agent level: one retention specialist lifted plan save rate from 50% to 76%, and another agent's CSAT rose from 82% to 95%.
Operations leaders heard the difference on calls — clearer pronunciation, greater agent confidence, and a sharp decline in communication complaints.
"The changes have improved drastically and we all noticed it immediately."- Operations Program Manager, OnCourse Home Solutions
What's Next
With measurable improvements across sales and retention, OnCourse moved from testing whether Sanas could close the offshore performance gap to identifying where to deploy it next. The company is now planning broader adoption across sales, retention, and customer care to reduce communication friction and improve performance across more of its offshore workforce.