What does it feel like to be heard—but not understood?
For millions of call center agents around the world, supporting U.S. customers means more than just answering questions—it means navigating layers of misunderstanding, language bias, and cultural friction. These aren’t just technical challenges; they’re deeply human ones.
Vijay Nagarajan, a former call center employee and now part of the team at Tomato.ai, has lived both sides of that experience. In this conversation, he shares what it was like to work under pressure, face judgment based on how he spoke, and how his perspective has evolved as he helps shape a technology designed to bridge—not erase—those gaps.
Background
Can you tell us a bit about your background and what led you to work in a call center?
Although I come from a tech background, I didn’t pursue programming languages much. I’ve always had an interest in working with people, sharing knowledge, and helping resolve issues. This naturally led me to the support industry, where I was encouraged to develop these skills. Hence, I landed my first job in a support-based project and have continued from there.
What kind of support calls were you typically handling, and who were the customers you interacted with most?
I mostly interacted with US and Australian customers, along with some from the UK and APAC. The support calls I handled included tech support, network issues, account management, general customer service, phone banking, sales, and retention.
Hardships & Bias
What were some of the biggest challenges you faced when supporting U.S. customers?
The biggest challenges I faced when supporting U.S. customers, especially in the early years, were communication-related. Many customers were initially skeptical about speaking with someone from the other side of the world, so making them feel comfortable with the process was key to building trust and rapport.
Did you ever feel like your accent impacted how customers treated or responded to you?
Yes, there were times when my accent impacted how customers responded to me. Some customers initially found it harder to understand me, which sometimes led to frustration, and some even disconnected the call as soon as they realized they were speaking with someone from a different country. However, I made sure to speak clearly and patiently, and over time, most customers became more comfortable.
Were there specific situations where you felt unfairly judged or misunderstood because of the way you spoke?
Yes, people would make all kinds of assumptions based on my accent and were often reluctant to listen or follow certain instructions. This sometimes led to frustration, as some customers would doubt my ability to assist or dismiss suggestions without fully considering them. It was challenging to overcome those biases
How did those experiences affect your confidence, performance, motivation over time at work?
Those experiences initially made me question my confidence, as it was tough dealing with biases and reluctance from customers. However, over time, I became more resilient and focused on improving my communication skills and problem-solving abilities. I learned not to take it personally and instead used those challenges as motivation to perform better, build trust with customers, and stay focused on delivering excellent support.
Coping Mechanisms & Adaptation
Were there any strategies or tools you used to make communication easier or reduce misunderstandings on calls?
Yes, I used several strategies to make communication easier and reduce misunderstandings. I focused on speaking slowly and clearly, using simple language to explain technical concepts. I also confirmed understanding by summarizing key points and asking customers if they had any questions. Over time, I started to improve my communication and conversational skills by adapting to the words and phrases customers often used, making it easier for them to relate.
Yes, I did feel supported by my company and team. They provided training to improve communication skills and handle customer challenges effectively. Additionally, the ability to review our calls helped identify errors and areas for improvement, allowing me to work on them. My team was also understanding and always ready to offer advice or share their own strategies.
On Accent Softening
When you first heard about Tomato.ai’s accent softening solution, what was your honest first reaction?
When I first heard about Tomato.ai’s accent softening solution, I was really amazed. I thought this could be a dream tool for talented workers like me across the globe to further improve our reach and no longer worry about communication or accent-related barriers. Companies could use this to deliver quality work and improve their business even more. In fact, I was even wondering if such a thing was possible, especially in real-time. This is why I started working with Tomato.ai – I love the idea, I love what they’re building, and I wanted to be a part of something that could benefit so many people.
Based on your experience, how do you think a tool like this might have helped you back then?
Based on my experience, a tool like this would have been incredibly helpful. It would have allowed me to bridge communication gaps more easily and helped customers feel more comfortable right from the start, reducing any skepticism about my accent. It would have boosted my confidence and allowed me to focus more on providing effective solutions, rather than worrying about how I was being perceived. Overall, it would have made customer interactions smoother and more productive.
Some people might think accent softening is about erasing identity. What would you say to them?
I’d say that accent softening isn’t about erasing identity; it’s about making communication more effective and ensuring that language is not a barrier. It’s about enhancing communication, not changing who we are.
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Empathy & Perspective
What do you wish U.S. customers understood better about the reality of global support teams?
Understanding that support teams are diverse and skilled would help build more trust and collaboration in those interactions. They could try to understand that there are multiple challenges in having teamwork across the globe still trying to help get the job done despite these challenges.
In your opinion, how can technology help build bridges without compromising someone’s identity or culture?
This can be done through tools like real-time translation, accent softening. These technologies can improve understanding and reduce barriers while allowing individuals to retain their unique voices and backgrounds. It helps improve communication, allowing teams to focus more on addressing the customer’s actual issue and creating a more positive environment.
Closing Reflections
If you could go back and give your younger call center self one tool, what would it be—and why?
If I could go back and give my younger call center self one tool, it would be a real-time accent softening and communication enhancement tool. It would have helped reduce the communication barriers I faced early on, allowing me to focus more on resolving issues rather than worrying about how I was being perceived. This would have boosted my confidence, improved customer interactions, and created a more positive work environment, ultimately helping me achieve my targets more effectively.
What are you most excited about now that you’re working with Tomato.ai?
I’m really excited to be part of this team. I love the energy, the vision, and the passion that everyone brings, and that’s exactly why I love being part of this wonderful team. Tomato.ai’s innovative approach to accent softening and enhancing real-time communication can truly make a difference for both support agents and customers. I’m thrilled to contribute to a tool that helps bridge communication gaps, improve customer interactions, and empower people around the world to reach their full potential without worrying about language barriers. Working with the team, understanding customer requirements, and having the opportunity to work with all the new updates from Tomato.ai gives me an edge in this competitive AI market. I’m really thrilled and looking forward to learning and growing together!