Implementing Speech Analytics in a Bank: How SalesAI Solved the Call Monitoring Problem

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A company operating in the B2B banking sector faced a problem with quality control of the sales department. The bank specializes in issuing loans secured by real estate and strives to be active in the secured lending market. However, the bank's shareholders began to notice that sales managers were making a large number of calls, but their quality left much to be desired. The management did not have clear data on how exactly employees were making calls and how effective their communications with clients were.

The challenge was aggravated by the fact that employees colombia mobile database made calls chaotically and without a clear structure. Even in the case of an already approved application, call scripts were not followed properly. Such uncertainty in work led to negativity from shareholders and clients. It was necessary to find a way to quickly control calls, analyze their content and improve the effectiveness of managers.

Finding a solution to the problem of call control
To solve the problem, the bank's managers began looking for a tool that could replace routine listening to calls by employees and automate the quality assessment process. The issue required a comprehensive approach: the system had to not only provide feedback to employees, but also be integrated with the bank's CRM. However, as the company notes, the bank's telephony was not connected to requests and clients in the CRM.