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.
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.
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
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.