The company and the task
Client: A fast-growing bank in Kazakhstan: mortgages, car loans, consumer loans and cards; actively expanding its customer base and its staff.
Industry: Banking and fintech · Year: 2025
Quality control had to scale without a proportional rise in the number of controllers, sales had to improve through individual work with staff, the risk of fraud on card and account transactions had to come down, and the scoring of departments had to become transparent.
Before
Manual checks covered 2–5% of calls and did not reveal systemic mistakes. Scripts were identical for every manager, fraud schemes were spotted late, and it was hard for managers to judge how departments were performing.
What we did
- Connection to the Asterisk telephony and the Chat2Desk chat platform; scripts and checklists loaded from the CRM for automatic scoring.
- A report on holds by department and by agent; a ranking of departments on checklist compliance; a quality index for each agent.
- Analysis of negative markers: a customer’s complaint, silence, rudeness, incompetence, speech rate, filler words.
- Dashboards by department (cards, lending) with individual metrics for managers; server capacity expanded for the volume of data.
Results in numbers
What the client says
«We can now see every manager’s individual strengths and weaknesses and adapt the scripts to real conversations. Universal checklists have been replaced by a personalised approach, and supervisors work with each employee specifically.»
