Case Study: BNP Paribas Poland achieves objective and consistent quality assurance at scale with Verint Systems' Automated Quality Management

BNP Paribas Poland Automates Objective and Consistent Quality Assurance with Verint

BNP Paribas Poland, a retail banking subsidiary serving 3.9 million customers through nearly 460 branches and growing digital channels, faced a rising volume of interactions—about 230,000 calls, 15,000 chats and 24,000 emails per month—while its Quality Team could only review a small sample of interactions. That limited visibility made it hard to assess agent performance, ensure consistent customer experiences, and mitigate risk as digital engagement scaled.

The bank implemented Verint Automated Quality Management (integrated with Verint Performance Management) to automatically evaluate large numbers of interactions against preset rules and the bank’s “Book of Standards,” involve agents in standards and scorecards, and drive targeted coaching. In five to 12 months the program raised agent quality from 26% to 36%, increased digital-channel promotion from 22% to 36% and paraphrasing from 30% to 65%, improved digital-channel activation (6% to 10%), reduced risk, and delivered objective, scalable quality assurance.

BNP Paribas

Anastasiia Novak

Speech Analytics Product Owner and Agile Transformation Leader in Personal Finance Operations