AI Quality Assurance Call Monitoring at Home Credit

100%

Of calls automatically evaluated by AI

Enhanced feedback

Agents receive holistic and actionable insights

High-level metrics evaluation

Enables identification of areas for improvement

"With our automated QA solution, our team can now evaluate a significantly higher volume of meaningful calls, allowing us to provide more detailed and actionable feedback to agents. This improvement has enabled us to derive valuable insights from a larger portion of our client conversations and ensure that key quality parameters are consistently met."

Wojciech Antoni Krotoszynski

Head of Collections

About the Client

Home Credit (HC) is a non-bank financial institution that provides consumer financing solutions. The company offers a range of financial products designed to empower customers to achieve their goals and meet their needs through simple, accessible and convenient financial services.

The Challenge

Home Credit operates a call center with over 1,200 agents handling over 3 million calls per month. Manual QA covers less than 2% of calls, making it challenging to identify issues and provide actionable feedback. The use of Taglish (a mix of Tagalog and English) adds complexity to transcription accuracy and QA evaluations, further complicating the process.

The Solution

We have developed an AI-powered solution that automatically evaluates all meaningful calls, ensuring full compliance with multiple quality assurance criteria. Call recordings are pre-processed and transcribed using Whisper V3, enhanced with noise cancellation technology and a voice activity detection algorithm to eliminate transcription errors and hallucinations. Generative AI is then applied to correct any remaining inaccuracies, with all content translated into English for standardized scoring. All QA parameters are then evaluated using LLM, which provides not only performance scoring, but also reasoning and suggestions for improving agent performance. Finally, a user-friendly dashboard provides actionable insights into agent performance, including adherence to call scripts, communication skills, and regulatory compliance.