Case Study · NBFC · Housing Finance
80% lower call audit cost. More time collecting revenue.
100%
Of calls audited automatically, zero manual sampling
80%
Lower cost to audit every interaction
14L+
Calls handled monthly across Sales, Support & Collections
Context
About the client
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 14 lakh IVR calls and 1.5 lakh 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
One platform, three teams, one shared score
Before
Sales, Support and Collections ran on separate systems across three locations. Audits were manual, slow and covered only a small sample of 1.5 lakh 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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