Bradesco Seguros Increases Operational Efficiency, Elevates Customer Experience, and Reduces Costs with Verint

Solution

Each month, Bradesco’s customer service agents handle upwards of two million customer interactions. These interactions, where, most often, customers are seeking to address health- or claim-related questions, are split almost evenly between voice and digital (e.g., email and WhatsApp) channels.

With Verint Quality Bot and Verint Speech Analytics, the company implemented customer experience (CX) and service advancements for improved operational efficiency and reduced costs. By automating 100 percent of its quality evaluation forms with Verint Quality Bot and surfacing valuable intelligence from recorded calls with Verint Speech Analytics, Bradesco can more effectively identify customer needs and make necessary changes to improve customer satisfaction and boost Net Promoter Score (NPS) considerably.

Using Verint Quality Bot and Verint Speech Analytics in tandem created an automated system whereby Bradesco can verify, process, and validate words, terms, and phrases efficiently with speed and accuracy. As a result, Bradesco is best positioned to improve operational efficiency, underscoring its commitment to innovation and financial sustainability.

Benefits

With Verint Quality Bot enabling automated evaluation of 100 percent of its calls, Bradesco lessened the need for human quality monitoring, in turn resulting in substantial savings. Overall, the company reduced its “quality monitors” from an initial 52 to 37 after one year and to 30 the following year. This represented total labor savings of $750,000 over the two-year period.

A dashboard with key service and support performance metrics is continuously updated, supporting real-time monitoring and detailed analysis. This helps Bradesco ensure service meets customer expectations and fuels improvements to heighten customer satisfaction and loyalty.

For example, with Verint Speech Analytics, Bradesco was able to identify issues that it linked back to a lack of product information needed to effectively inform and educate customers. With this insight, it reversed these scenarios through an expanded scope of customer communications and clearer, more efficient service. As a result, it saw a 55 percent reduction in applicable product-related complaints.

Further, thanks to Verint Quality Bot, which has automated and optimized routine call evaluation tasks, Bradesco achieved an approximate 70 percent reduction in resources allocated to standardized activities. In turn, these resources have been able to take on more strategic, higher-value activities aimed at further enhancing overall efficiency and results.

A testament to its CX and service advancements, with Verint Quality Bot and Verint Speech Analytics at the core, Bradesco saw a nine-point year-over-year increase in NPS. This considerable improvement is evidence of the importance of CX automation and its ability to provide both immediate impact and sustained improvements over time.

“At Bradesco Seguros, we take great pride in caring for our clients and in providing the best experience possible,” says Sibeli Zaninelli, Senior Manager, Customer Relationship Center, at Bradesco Seguros. “Seeing customers respond positively and ensuring consistency in service fills us with pride. Working with Verint and Belltech has changed the way we do business. We have the tools we need to quickly and automatically identify opportunities to improve our customer interactions and build long-term loyalty.”