Case Study · NBFC · Housing Finance
100%
Of support calls audited automatically, zero manual sampling
80%
Lower cost to audit every interaction
1.4 Million+
Calls handled monthly across Sales, Support & Collections
Client Profile
The client is one of India's top housing finance NBFCs, publicly listed, with more than 20,000 employees company-wide. Sales, Support and Collections are run as three separate teams across three locations: 1,800 agents on Sales and 750 on Customer Service, handling roughly 1.4 million IVR calls and 150K human-handled calls every month between them.
Each team had grown on its own system, with its own process for quality control. Call audits were done by hand, covering a small sample of that monthly volume. That was the norm for an operation this size, but it left leadership without a fast way to see how any of the three teams were actually performing, or where calls were falling through the cracks between them.
The Situation
Before
Sales, Support and Collections ran on separate systems across three locations. Audits were manual, slow and covered only a small sample of 150K monthly calls.
After
Analyzer, Chatbot and BI run as one layer. Every call — human or AI — is scored against the same rubric automatically, at full coverage.
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