Summary
Key outcomes at a glance
- Business banking conversations reviewed centrally without need for in-person observations.
- QA teams have central access to recorded face-to-face and remote conversations.
- Structured conversation analysis helps reviewers navigate directly to relevant parts of each interaction.
- Management information (MI) supports the identification of individual and thematic trends.
- Data is transferred through an API into the bank’s central quality assurance reporting.
The challenge
The business banking division of a major UK tier one bank needed to improve QA oversight of conversations between clients and advisers. These interactions took place both in person and through video calls. The bank wanted to bring them into a central QA process without relying on supervisors to conduct in-person observations.
The bank wanted to review these conversations centrally without regularly deploying supervisors to observe advisers in person. Reviews also needed to feed into its existing QA processes without creating an additional resource burden for the QA team.
The requirement covered account-opening conversations relating to current accounts, overdrafts, savings, credit cards and loans. The bank needed a secure and scalable way to capture these interactions, make them available to central reviewers and incorporate the resulting evidence into its QA reporting.
Centralised QA oversight helped to reduce travel costs, improve advice standards and cut complaints.
The Recordsure solution
The bank introduced Recordsure technology to securely capture business banking conversations and make them available to its central QA team.
The solution brought together Conversation Intelligence, Reporting & Analytics (MI) and API & Integrations. This gave reviewers central access to recorded interactions, structured the review process and connected the resulting data with the bank’s wider quality assurance reporting.
Capturing in-person and remote conversations
Recordsure’s Conversation Intelligence technology enabled advisers to securely record face-to-face conversations in branches and remote customer conversations across different live environments.
Advisers used iPhone and Windows devices to record the interactions. The recordings were then securely uploaded to the Recordsure platform, giving central QA teams access to business banking conversations that had previously required in-person observation.
Supporting more focused reviews
Conversation analysis gave reviewers an immediate visual indication of whether the adviser had addressed the required points during the interaction.
Reviewers could navigate directly to relevant sections of a conversation rather than working through the entire recording sequentially. This enabled the QA team to conduct its reviews more methodically and efficiently. These efficiencies helped offset the additional review workload created by recording more conversations.
Identifying individual and thematic trends
The bank’s QA team gained central access to recorded conversations alongside interactive and customisable MI.
This Reporting & Analytics (MI) capability helped the team identify potential issues and examine individual and thematic trends across business banking conversations.
Connecting conversation data with central reporting
Data from the Recordsure platform was exported through an API into the bank’s central QA reporting.
This API & Integrations capability allowed evidence and insight from recorded conversations to feed into the bank’s existing reporting environment
The outcomes
The bank established a central record of business banking conversations that had previously lacked consistent oversight. Its QA team could access recorded face-to-face and remote interactions centrally, helping it identify potential issues proactively rather than relying on supervisors to be present during client meetings.
Reducing the need for in-person observations delivered savings in travel and associated expenses. At the same time, structured conversation analysis made the review process more efficient, helping the QA team manage the increased number of cases available for review.
The bank also reported improved advice standards and fewer complaints. Interactive management information supported oversight of individual and thematic trends, while API connectivity enabled Recordsure data to contribute to central QA reporting.
Engagement snapshot
- 5 yearsClient for
- 6,500+Conversations per year
- 100%Central access to recorded conversations
- Reporting data fedConnected into central QA reporting
Frequently asked questions
The bank used Recordsure technology to securely record in-person and remote business banking conversations. The recordings were uploaded to a central platform where QA teams could access and review them without relying on supervisors to observe the conversations in person.
The implementation covered account-opening conversations related to current accounts, overdrafts, savings, credit cards and loans. These conversations took place both face-to-face and remotely.
Conversation analysis gave reviewers a visual indication of whether an adviser had covered the required points. Reviewers could also navigate directly to relevant sections of the interaction, helping them complete reviews more methodically and efficiently.
Interactive and customisable MI helped QA teams examine individual and thematic trends. Data was also exported through an API into the bank’s central quality assurance reporting.
The bank reported lower travel and related expenses, improved advice standards and fewer complaints. It also gained central access to conversations that had previously lacked consistent oversight, supporting the proactive identification of potential issues.