Case Study: BNP Paribas achieves objective, consistent quality assurance with Verint Quality Bots

BNP Paribas boosts agent quality by 38% with Verint

BNP Paribas, a leading European bank, needed to ensure consistent quality and manage risks across hundreds of thousands of monthly customer interactions. With manual monitoring of only small call samples, the bank lacked full visibility into agent performance and customer experience. They turned to vendor Verint, implementing their automated quality assurance solution, Verint Quality Bots, to gain comprehensive insights.

Verint's solution automated the entire quality management process, evaluating interactions based on specific business rules and compliance guidelines. This provided objective and consistent quality assurance. The results were significant: agent quality increased 38% in five months, digital channel promotions rose 63%, and paraphrasing improved 20% in 11 months. Verint enabled BNP Paribas to scale quality monitoring, reduce risk, and drive performance-based coaching effectively.

BNP Paribas