Major bank increases NPS by 11% and reduces complaints by 27% with AI

In a critical line like Lost and Stolen Cards, a major bank improved its NPS by 11%, reduced follow-up complaints by 27%, and increased CSAT by 3%—thanks to a tech-driven strategy led by Pentafon.

The redesign of the operating model, supported by Speech & Text Analytics and artificial intelligence, also cut average handling time by 30% and reduced staff turnover by 61%.
This case was recognized with the 2025 IMT National CX & EX Award for Best Customer Experience Strategy.

The Challenge of Sustaining Excellence in a Critical Line

In 2024, the bank faced the challenge of transforming its Lost and Stolen Card service into a customer-centric experience model. The goal was to improve NPS by 11%, eliminate penalties, and reduce detractors by at least 17%.

The operation needed to become faster, more empathetic, and more efficient—regardless of whether the issue was resolved in the first call. The line handled over 300,000 interactions per month, many of them emotionally charged, requiring operational precision and advanced agent skills.

Deep Diagnosis and Data-Based Redesign

The transformation strategy was built around five key pillars:

Strengthening the Operational Team

Hiring more experienced profiles
New variable compensation model based on NPS, AHT, and quality
Implementation of a “Elite Zone” for high-performing agents
AI-powered simulators for training in critical processes
Lower supervisor-to-agent ratio to enhance coaching

Advanced Use of Artificial Intelligence

60% increase in Speech Analytics sampling
Integration of Text Analytics to unify survey and call data
Automated voice-to-text transcription with over 90% accuracy
Identification of non-verbal friction points like interruptions and silence

Ongoing Training in Resolution and Empathy

Monthly clinics based on real cases
Emotional assessments and tone/pause analysis
Emotional management workshops for frontline agents

Operational Adjustments Driven by Analytics

Continuous review of scripts and protocols
Quality assessments aligned to impact metrics
Governance model with weekly sessions and dynamic adjustments

Focus on Sustainability and Replicability

360° follow-up on detractors
Replication of findings across other lines
Penalty reduction and shared continuous improvement

Results of the Tech-Driven Strategy

The improvements were reflected across all key performance indicators:

+11% in NPS
+3% in CSAT
+3% in quality of service
+14% in productivity (interactions per hour)
+28% in high-performing advisor index
-61% in staff turnover
-27% in follow-up complaints
-30% in average handling time (AHT)
-25% in contact center-attributable detractors
-59% in call abandonment rate
+28% in average agent bonuses
+10% in project profitability

All results were audited and validated as part of operational oversight.

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