Case study · NBFC · Lending

How a national NBFC turned 1,500 daily calls into ₹28 Cr in annual ROI

Replacing a 2–5% manual QA sample with 100% AI-driven analysis surfaced ₹28 Cr in annual ROI from recovered risk, retention signals and freed QA capacity.

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1,500+ recovery and service calls per dayTop-10 Indian NBFC (anonymized at customer's request)

long-pending cases surfaced and actioned in first pass

RBI/NHB compliance flags caught that sampling had missed

upsell & retention signals identified

₹0 Cr

estimated annual ROI from signals + risk avoidance

Business challenge

97% of customer calls were never reviewed — compliance risk effectively invisible.
Manual QA covered just 2–5% of calls; 10–15 hours per supervisor per week spent on replay.
Long-pending cases surfaced only when they escalated.

Solution delivered

Automated 100% call analysis with Hindi + Hinglish ASR and speaker separation.
Sentiment monitoring with verbatim evidence per call.
Agent performance tracking + RBI/NHB compliance flag queue.
Revenue signal detection (upsell, retention, balance-transfer intent).

Business impact

The numbers, in full.

long-pending cases surfaced and actioned in first pass

RBI/NHB compliance flags caught that sampling had missed

upsell & retention signals identified

₹0 Cr

estimated annual ROI from signals + risk avoidance

0–15 hrs

QA time freed per supervisor weekly

Products used

Post-Call Analytics Collections solution

Run a two-week shadow pilot on your portfolio.

Your recordings, our pipeline, your QA team comparing AI flags against their own sample. Decision-ready in 14 days.

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