Case Study: HSBC Mexico achieves improved agent performance and reduced costs with Verint Systems' Impact 360

HSBC Mexico - Customer Case Study

Grupo Financiero HSBC Mexico, one of the country’s four largest banking groups, operates a national branch network and two contact centers (about 800 agents in Direct Line and 400 in Collections) handling millions of customer interactions each month. When the Direct Line center moved to a new CTI application, leaders sought a quality-monitoring solution that went beyond basic call recording to capture screen data, integrate with CTI, provide evaluation forms and eLearning, and support consistent processes for ISO 9000 compliance.

HSBC Mexico implemented Verint’s Impact 360 suite (Quality Monitoring, Competency‑based Learning and Contact Editing) to record voice and screens, create training clips, and link evaluations to targeted eLearning. The deployment enabled 100% call recording, rapid retrieval of interactions, personalized training tied to performance metrics, reduced costs, improved agent performance, a 100% gain in monitoring/evaluation/training productivity in Collections, greater compliance and business intelligence, and expanded cross‑selling opportunities.

HSBC Mexico

Francisco Diaz

Contact Center Director