Case Study: the largest bank in Mexico improves customer experience and QA with Sutherland Global Services

Largest Bank in Mexico - Customer Case Study

The largest bank in Mexico partnered with Sutherland Global Services to address significant challenges in its customer experience and quality assurance. The client needed to transform its transaction monitoring and QA audit processes, which were hindered by a severe delay in accessing recorded calls and an inefficient system for analyzing Net Promoter Score survey data.

Sutherland Global Services implemented its proprietary Service Quality Management System (SQMS) and provided comprehensive contact center support. The solution included hosting a secure data warehouse and call library, as well as deploying an online tool for transparent NPS analysis. This enabled the bank to greatly reduce policy cancellations, improve customer satisfaction and NPS scores, enhance information security, and gain faster, consolidated reporting capabilities for all its vendors.