Until now, most speech-processing technologies have focused on helping agents understand customers.
We are now solving one of the biggest gaps in agent-customer interaction, the comprehension gap, where customers feel they were not heard and understood. The successful implementation of speech adjustment and voice boost technology showed us how the conversations should flow. That’s critical, but it leaves out the other half of the conversation: customers often struggle just as much to understand agents, especially when calls move quickly, accents differ, or background noise intrudes.
Hecttor’s new Bidirectional Speech Adjustment solves this gap by improving clarity in both directions of the call. Agents hear customers more clearly. Customers hear agents more clearly. The result? Conversations that flow naturally, without repetition or confusion.
The Limitations of One-Way Comprehension
One-way adjustment definitely makes a huge difference, but it only addresses the agent’s pinpoint. Consider these real-world challenges:
Agents struggle with fast talkers or accented speech
Customers misunderstand agents speaking at contact-center speed
Both sides repeat themselves, lengthening calls and lowering satisfaction.
With only one side optimized, the cycle of misheard words and clarifications continues in one way. One call may last longer than it could have. Businesses see the impact in longer Average Handle Time (AHT) and lower First-Call Resolution (FCR).
Customer’s Challenge: When Agents Speak Too Fast
Customers regularly express frustration with agents speaking rapidly or unclearly. One of the most common pieces of feedback we hear from customers:
“It’s just frustrating when the person thinks that they know English well enough… they just sound like gibberish, and I still can’t understand half of what they tell me.”
Traditional strategies to slow down agent speech, like listening to recorded calls, supervisor coaching, deliberate pauses, or personal breathing techniques, offer limited results and require constant self-regulation from agents. Is it possible to control everything in real time? Hardly.
During agent training, supervisors constantly repeat the same idea as a mantra: “Modulate your speech… speak slowly and clearly,” but this relies on manual effort and attention that can easily fail during long, high-pressure shifts.
Why those approaches fall short:
Inconsistency: Without real-time guidance, agents revert to natural fast speech and it is done unconsciously.
Coach-dependent: Reliance on supervisors or recordings delays improvement. Often feedback is outdated, which doesn’t create urgency for agents.
Stress-sensitive: Under pressure, agents speed up instinctively, increasing miscommunication.
Bidirectional Clarity: Inside the Technology
Hecttor now processes audio on both inbound and outbound streams in real time:
- Customer → Agent: Speech is slowed/adjusted, boosted, and cleaned of noise for better agent comprehension.
- Agent → Customer: Speech is adjusted to a clearer, steadier pace, with consistent volume and reduced background interference.
Because Hecttor works on audio frequencies, not language-specific models, the technology adapts seamlessly to any language, accent, or speaking style.
Real-World Scenarios Where Two-Way Matters
- Non-native speakers: Customers calling from abroad hear agents at a steady, clear pace, while agents hear unfamiliar accents with boosted intelligibility.
- Fast-paced native speech: Rapid talkers are slowed for agents; equally, customers receive steadier agent responses, and they won’t need to ask to repeat.
- Technical explanations: When calls involve complex products or troubleshooting steps, clarity in both directions ensures nothing gets lost in translation.
- Accessibility: Hearing-impaired customers are the most vulnerable when dealing with call centers and fast-speaking agents. Enhanced clarity and stability is not a funky perk but a life-changing necessity.
The Human Impact
Bidirectional comprehension is more than an audio feature. It’s a human feature.
For agents: No more pretending they understood, no more strained listening. They engage with confidence.
For customers: A smoother, more respectful experience where they feel heard and understood.
For both: Less cognitive load, less frustration, and more authentic conversations.
The Benefits for Agents, Customers, and Businesses
- Higher FCR: Clearer conversations reduce back-and-forth and eliminate misunderstandings.
- Lower AHT: Calls move faster without unnecessary repetition.
- Better CSAT & NPS: Customers walk away feeling the service was effortless and professional.
- Reduced Agent Burnout: Clarity means less stress and fatigue, improving retention.
Beyond Clarity: Strategic CX Implications
Contact centers often struggle with being seen as cost centers rather than value drivers. With Bidirectional Speech Adjustment, every call becomes an opportunity to improve:
- Operational efficiency through faster resolution.
- Customer experience through comprehension.
- Brand reputation through consistent, clear interactions.
Hecttor’s bidirectional speed adjustment model is more than just a technology upgrade. It’s a shift in how conversations work.
Conclusion: See It in Action
With Bidirectional Speech Adjustment, comprehension finally flows both ways and naturally. Agents and customers meet at the same pace, with the same clarity, in real time.