How Fondeadora Reduced QA Time by 20% While Maintaining Customer Satisfaction

Overview

Fondeadora is one of Mexico's leading financial institutions with more than half a million customer users, operating in a highly competitive and regulated SOFIPO market. As a fast-growing financial institution, Fondeadora recognized the need to modernize its quality assurance processes to maintain high service standards while scaling operations across multiple customer interaction channels, including Intercom, calls, chat, and email.

The Challenge

Fondeadora faced significant operational challenges in managing quality assurance and customer sentiment analysis:

• •Slow, manual QA processes: Fondeadora relied on a legacy, manual QA tool that limited the team to reviewing only a small sample of interactions, leaving most customer feedback and sentiment unmeasured.
• •Limited visibility into customer sentiment: Traditional satisfaction surveys provided delayed insights and failed to capture the true voice of the customer across all interaction channels.
• •Time-consuming and error-prone processes: Manual QA workflows were inefficient, taking significant time away from coaching and improvement activities.
• •Lack of real-time visibility: Leadership had little visibility into agent performance or emerging customer pain points, missing opportunities for proactive customer care.
• •Compliance and competitive risks: In a highly regulated and competitive fintech market, blind spots in quality monitoring posed risks to both compliance and customer loyalty.

The Solution

Oversai provided Fondeadora with a comprehensive AI-powered solution that transformed their quality assurance and customer sentiment analysis:

• •AI-powered QA automation: Oversai's QA Chrome extension enabled automated analysis of every customer interaction across calls, chat, and email, dramatically expanding QA coverage.
• •Automated sentiment analysis: Real-time sentiment tagging and analysis provided immediate insights into customer satisfaction and emerging issues.
• •Streamlined reporting: Automated dashboards replaced manual spreadsheets, reducing time-to-quality reports and freeing QA analysts to focus on coaching.
• •Comprehensive interaction analysis: Oversai enabled measurement of a significantly higher percentage of interactions, allowing Fondeadora to identify root causes of negative sentiment quickly.
• •Rapid implementation: 100% successful implementation in just 2 weeks with Oversai's comprehensive support, including onboarding sessions and hands-on guidance.

Impact & Results

The implementation of Oversai's solution delivered significant improvements:

• •20% reduction in QA time: Automated processes freed up significant time for QA analysts to focus on coaching and improvement rather than manual data collection.
• •Maintaining Customer Satisfaction: By measuring a higher percentage of interactions and acting quickly on insights, Fondeadora maintained stable customer satisfaction while improving operational efficiency.
• •Expanded QA coverage: Oversai enabled automated analysis of every customer interaction compared to the previous manual sampling of only a small fraction.
• •Faster time-to-insight: Automated tagging and dashboards replaced manual spreadsheets, dramatically reducing time-to-quality reports.
• •Enhanced compliance monitoring: Real-time visibility into agent performance and customer sentiment enabled faster detection of compliance risks.
• •Targeted agent feedback: More precise insights allowed for more targeted coaching and performance improvement.
• •Proactive customer care: Ability to surface new customer needs in real-time enabled proactive response to emerging issues.

Looking Forward

Fondeadora's partnership with Oversai demonstrates the power of AI to drive operational efficiency and deliver a superior customer experience in financial institutions. The successful implementation in just 2 weeks showcases how modern fintech companies can quickly adopt AI-powered solutions to gain competitive advantages. Fondeadora continues to leverage Oversai's platform to further optimize operations and enhance customer satisfaction across all interaction channels.