+2.7% CSAT
Improved customer experience quality
-1.2% Escalations
Issues resolved independently, faster
73% More Confident
Better equipped to de-escalate difficult situations
About
Dialpad, a global leader in AI-powered communication solutions, partnered with Talaera to upskill their customer support agents in business English and real-world communication skills.
Industry:
Software Development
Company Size:
1,500 employees
Headquarters:
California, USA
Training for Customer Support: Managing Difficult Clients
Dialpad’s customer support agents operate in a fast-paced, high-stakes environment serving a global customer base. 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:
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De-escalating frustrated customers
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Adjusting tone, clarity, and pronunciation
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Guiding customers through next steps confidently
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Meeting U.S. service expectations across time zones and cultures
The Talaera Solution
Talaera designed a practical, scenario-based training program tailored to Dialpad’s customer support environment, focused on:
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Managing Difficult Conversations: Practicing language to defuse frustration and avoid escalation
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Clarity and Pronunciation: Adjusting tone and pacing for international clients
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Process Guidance: Giving clear, step-by-step instructions
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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: Measurable Improvement With Talaera
The results were clear: Dialpad employees drastically improved their ability to support customers. 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
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+2.7% improvement in soft-skill CSAT
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+19.5% more equipped to handle frustrated customers
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1.2% reduction in manager escalations
Confidence & Soft-Skill Performance
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+3% overall agent confidence
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73% more confident de-escalating difficult situations
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66.7% more confident adjusting pronunciation and pacing
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7 in 10 improved meeting U.S. service expectations
Workplace Productivity & Fit
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9.4/10 more productive at work because of the Talaera training.
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9.4/10 use what they learned in their work daily.
Participant Feedback
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9.4/10 daily work application
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9.7/10 “worth my time” rating
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9.8/10 job relevance
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9.9/10 instructor rating
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100% positive participant reviews
+2.7% CSAT
Improved customer experience quality
-1.2% Escalations
Issues resolved independently, faster
73% More Confident
Better equipped to de-escalate difficult situations
What Dialpad 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%.”
“One of the most surprising outcomes was a 1.2% decrease in manager escalations — agents are now resolving issues independently with more confidence and precision.”
“If you’re considering training, do it. The program delivers tangible results, is easy to implement, and earns full buy-in. We received 100% positive reviews, and Talaera went above and beyond — even rescheduling training due to typhoon season.”
Elizabeth, Dialpad CX Leadership
"The training was productive and enjoyable, with a clear focus on improving real customer experiences. Kate explained things clearly and had a kind, approachable tone so I wasn’t intimidated to participate."
Dialpad Customer Support Agent
"I appreciated the clear focus on practical, real-world scenarios. Even small changes in wording made a big impact on customer perception."
Dialpad Customer Support Agent
"Our trainer created a comfortable environment where people felt empowered to speak up. Time flew by, and the content never felt overwhelming."
Dialpad Customer Support Agent
Empower Your Global Team with Talaera
The success of Dialpad’s team shows how targeted communication training directly drives customer satisfaction. Whether your focus is customer support, leadership development, or global collaboration, Talaera offers customized solutions: from group courses to 1:1 coaching and scalable self-study tools.
Ready to see results like these? Contact Talaera at talaera.com/enterprise to build the perfect training plan for your team.
What is Talaera?
Talaera is an award-winning provider of business English and cross-cultural communication training for global teams and individuals. We combine live coaching, group training, and AI-powered self-paced learning to empower professionals with the real-world skills they need to thrive in today’s workplace.