Call center ai · Production

Bradesco Seguros Achieves 100% Call Audit Coverage with Verint Speech Analytics, Reducing Operators and Costs

The problem

Bradesco Seguros, receiving more than one million calls per month, could audit only four calls per operator per month, making systematic quality control across its call center essentially impossible at scale.

Workflow diagram · grounded in source
1
High-volume calls received
trigger
“normalmente recebe mais de um milhão de ligações por mês”
2
Speech analytics audits all calls
ai_action
“graças ao Verint Speech Analytics, a Bradesco consegue auditar 100% das ligações”
3
Operator reduction and cost savings
output
“reduzindo o número de operadores necessários — o que resulta em economia significativa de tempo e custos”
4
Quality and satisfaction improvement
output
“melhorias significativas no tempo médio de atendimento e na satisfação do cliente (comprovada pelo aumento do NPS)”
Reported outcome

After deploying Verint Speech Analytics, Bradesco can audit 100% of its calls, has reduced the number of operators needed, and observed significant improvements in average handling time and customer satisfaction as evidenced by NPS growth.

Reported metrics
Call audit coverage100%
Calls audited per operator per month (pre-implementation)quatro ligações por operador por mês
Monthly call volumemais de um milhão de ligações por mês
NPS (customer satisfaction)aumento do NPS
Show all 7 reported metrics
call audit coverage100%
calls audited per operator per month (pre-implementation)quatro ligações por operador por mês
monthly call volumemais de um milhão de ligações por mês
NPS (customer satisfaction)aumento do NPS
average handling timemelhorias significativas no tempo médio de atendimento
operator headcountreduzindo o número de operadores necessários
time and cost savingseconomia significativa de tempo e custos
Reported stack
Verint Speech Analytics
Source
https://www.verint.com/case-studies/latin-american-insurance-giant-bradesco-realizes-major-cost-and-quality-improvements-with-verint-speech-analytics-portuguese/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

After deploying Verint Speech Analytics, Bradesco can audit 100% of its calls, has reduced the number of operators needed, and observed significant improvements in average handling time and customer satisfaction as ev…

What tools did this team use?

Verint Speech Analytics.

What results were reported?

Call audit coverage: 100%; Calls audited per operator per month (pre-implementation): quatro ligações por operador por mês; Monthly call volume: mais de um milhão de ligações por mês; NPS (customer satisfaction): aumento do NPS (source-reported, not independently verified).

How is this call center ai AI workflow structured?

High-volume calls received → Speech analytics audits all calls → Operator reduction and cost savings → Quality and satisfaction improvement.

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