Case Study: Home Credit achieves 100% increase in offer rate with Phonexia speech technologies

How Home Credit streamlined its call center operators’ work and increased customer satisfaction through voice analytics powered by the Phonexia speech transcription technology

Home Credit, a major multinational consumer-lending provider and the largest non-banking lender in the Czech Republic (handling up to 2,000 contact-center calls daily), faced inconsistent call categorization across operators that prevented objective analysis of calls and hindered improvement of sales performance. To address this, Home Credit extended its ReDat system with Phonexia speech transcriptions and adopted Tovek, leveraging Phonexia’s speech technologies to standardize call analytics.

Using Phonexia-powered voice analytics, manual categorization was replaced by real-time automatic evaluation of 100% of calls (via ReDat/Tovek), saving 10–15 seconds per call and creating monthly cost savings comparable to one operator. The Phonexia solution boosted offer rates by 100%, cut mis-routed calls from ~10% to 1%, improved operator productivity and objectivity, and enabled complaint resolution within two days through automated reporting and trend tracking.

Home Credit

Jakub Cícha

Voice Analysis Specialist