Dialpad: Improved Customer Experience
Dialpad improved customer experience with Talaera’s Business English training for customer support agents: managing difficult clients, fewer escalations, clearer communication, and boosted satisfaction.
with Talaera:
+2.7%
CSAT (Customer Satisfaction Score)
-1.2%
Fewer actual manager escalations
73%
More confident in de-escalations
About
Dialpad is a global leader in AI-powered communication solutions. With a fast-paced customer support environment and a global customer base, clear communication is essential for reducing escalations and delivering high-quality customer service.
Industry
Software Development
Company Size:
1,500 employees
Headquarters:
California, United States
The challenge
Rising Escalations
International agents struggled to de-escalate frustrated customers in English, leading to more manager escalations and slower resolutions.
Communication Under Pressure
Non-native English speaking agents needed stronger clarity, tone control, and pacing to support U.S.-based customers in high-stakes, fast-paced situations.
Inconsistent Customer Experience
Variability in communication confidence and English level affected customer satisfaction and the ability to resolve issues independently.
The solution
Talaera designed a scenario-based communication program tailored to Dialpad’s support environment. Agents practiced real customer interactions, from de-escalating frustration to giving clear next steps, that included live coaching, immediate feedback, and a psychologically safe setting. The training strengthened clarity, tone, pronunciation, empathy, and confidence in handling high-stakes conversations in English with global customers.
+2.7%
Improved customer experience (CSAT; Customer Support Score)
-1.2%
Fewer manager escalations; issues resolved independently, faster
73%
Confidence in de-escalating difficult situations
English Training for Customer Support
Dialpad’s customer support agents operate in a fast-paced, high-stakes environment serving a global customer base. The team spoke English as a second language, and their technical expertise alone wasn’t enough — agents needed stronger clarity, tone control, empathy, and communication confidence to defuse frustration and prevent escalation, especially with U.S.-based customers.
Before the program, agents reported challenges with:
- De-escalating frustrated customers
- Adjusting tone, clarity, and pronunciation
- Guiding customers through next steps confidently
- Meeting U.S. service expectations across time zones and cultures
The Program
Talaera designed a practical, scenario-based training program tailored to Dialpad’s customer support environment, focused on:
- Managing Difficult Conversations: Practicing language to defuse frustration and avoid escalation
- Clarity and Pronunciation: Adjusting tone and pacing for international clients
- Process Guidance: Giving clear, step-by-step instructions
- Cultural Awareness: Meeting U.S. customer service expectations with empathy and professionalism
Live sessions were interactive, feedback-driven, and psychologically safe, enabling agents to test new language in real time and apply it immediately.
The Impact
The results were clear: Dialpad employees drastically improved their ability to support customers in English. Before the program, customer support agents often hesitated in high-stakes customer interactions, which could lead to escalations. Afterward, a clear majority felt equipped to guide customers smoothly, reducing friction, building trust, and improving the customer experience.
Customer Experience & Business Impact
- +2.7% improvement in soft-skill CSAT
- +19.5% more equipped to handle frustrated customers
- 1.2% reduction in manager escalations
Confidence & Soft-Skill Performance
- +3% overall agent confidence
- 73% more confident de-escalating difficult situations
- 66.7% more confident adjusting pronunciation and pacing
- 7 in 10 improved meeting U.S. service expectations
Workplace Productivity & Fit
- 9.4/10 more productive at work because of the Talaera training.
- 9.4/10 use what they learned in their work daily.
Participant Feedback
- 9.4/10 daily work application
- 9.7/10 “worth my time” rating
- 9.8/10 job relevance
- 9.9/10 instructor rating
- 100% positive participant reviews
What Customers Said About Talaera
“Since implementing Talaera’s English communication training, we’ve seen a measurable boost in both performance and confidence across our CX teams. Beyond improving language skills, the program strengthened empathy, tone, and clarity, directly improving customer interactions. Overall, our soft-skill CSAT increased by 2.7%, and agent confidence improved by 3%.”
Elizabeth
Dialpad CX Leadership
