The company and the task
Client: An insurance company with more than 80 branches across Russia; a contact centre of 35+ agents, around 1,500 calls and 2,460 minutes of conversation a day.
Industry: Insurance · Year: 2026
The contact centre’s main job is selling insurance products. Listening by hand, CRM reports and scattered tools scored only a small share of calls, feedback arrived once a week and was subjective, and trainers did not understand each agent’s real growth areas.
Before
This was the company’s first experience of speech analytics. The vendor was chosen on four criteria: recognition accuracy with the agent’s and the customer’s audio separated, the ability to automate fully, flexibility for non-standard insurance products, and the reliability of the partner.
What we did
- A pilot on a limited group of calls, with checklists adapted to real sales work.
- Integration with internal IT systems, training for managers, agents and trainers, and full rollout.
- The system highlights each agent’s specific mistakes and weak skills; the trainer receives a personal development plan with examples from that agent’s own calls.
Timeline: About a year from signing to full rollout, plus 4 months of refinement
Results in numbers
What the client says
«This is not just a monitoring tool but a system that helps us analyse the whole flow of calls, surface recommendations and build a set of tasks. As a result our contact centre became more effective with every customer.»
