100%
Of calls automatically evaluated by AI.
Case studies
What 100% call coverage actually looks like
Detailed deployments across contact centres, with real challenge, solution and outcome data.
AI Quality Assurance
How Home Credit went from spot-checking calls to monitoring every one
Enhanced feedback
Agents receive holistic, actionable insights.
High-level metrics evaluation
Enables identification of areas for improvement.
About the client
Home Credit is a non-bank financial institution providing consumer financing solutions, designed to give customers simple, accessible and convenient access to credit.
The challenge
Home Credit Philippines runs a call centre with over 1,200 agents handling more than 3 million calls a month. Manual QA covered less than 2% of those calls, making it hard to catch issues consistently or give agents meaningful feedback. Taglish, a mix of Tagalog and English used in many calls, added further complexity to transcription accuracy and QA scoring.
30M+ calls analysed every year
Continuous, automated coverage across Home Credit’s full call volume in the Philippines — no sampling, no gaps.
The solution
Every meaningful call is now processed and evaluated automatically, end to end. Recordings are transcribed and cleaned up with noise cancellation and voice activity detection, then reviewed for any remaining transcription errors. Content is translated into English so every call is scored on the same standard, and an LLM evaluates each QA parameter with a performance score, reasoning behind it, and concrete suggestions for improvement.
Key capabilities
- Speech-to-text transcription with noise cancellation and voice activity detection
- AI-assisted correction of remaining transcription inaccuracies
- Standardised scoring through translation to a single evaluation language
- LLM scoring against every QA parameter, with reasoning and improvement suggestions
- A dashboard giving agent performance, script adherence, communication skills and regulatory compliance in one view
Results
Home Credit Philippines went from reviewing under 2% of calls by hand to evaluating 100% of them automatically — giving quality and compliance teams full visibility instead of a small sample, and giving every agent detailed, actionable feedback on every call, not just the rare few that got manually reviewed.
Business impact
A related agent-performance initiative, built on the same call data, helped identify what separates successful calls from unsuccessful ones — and turned that into targeted coaching for under-performing agents.
+10% more contracts
Improvement in average disbursed contracts among agents who were previously under-performing.
+9% more volume
The same agents also grew their average disbursed volume through the same coaching.
With our automated QA solution, our team can now evaluate a significantly higher volume of meaningful calls, allowing us to provide more detailed and actionable feedback to agents.
Wojciech Antoni Krotoszynski
Head of Collections, Home Credit
See what this looks like for your team
Book a walkthrough and we’ll show you how AI Comms Inspector applies to your own call volumes and QA process.