Knowledge Over Accent
Pranav Dalal on what truly drives customer trust
In Nearshore Americas’ coverage of Sanas accent‑matching software, Pranav Dalal, CEO of Office Beacon, offers a different perspective. While some BPOs invest heavily in accent training, Dalal emphasizes that U.S. customers care more about agent knowledge and skill than how they sound. For Dalal, the real differentiator is expertise: agents who understand products, processes, and client needs. Office Beacon’s success across India, the Philippines, Mexico, and South Africa shows that capability and confidence matter more than call center outsourcing accent neutrality.