Bradesco transforms customer service quality with automated monitoring
Bradesco embedded quality monitoring directly into its customer service workflow, creating a more scalable, data-driven approach to service management. The bank improved service quality, increased positive customer sentiment, and reduced response times while saving thousands of operational hours.
The Challenge
As one of Brazil's largest financial institutions, Bradesco relies on a team of 16 customer service agents to manage customer interactions across Facebook, Instagram, LinkedIn, TikTok, Threads, and YouTube. As engagement volumes increased, so did the challenge of monitoring service quality and maintaining consistency across customer interactions. Bradesco needed a more efficient way to support continuous improvement across its customer service operation.
Manual review processes limited visibility for CX leaders and made quality monitoring difficult to scale across thousands of customer interactions. Bradesco wanted to automate quality monitoring, connect quality insights with operational performance, and give CX leaders and agents a clearer view of how customer service was performing across the organization.
Our goal has always been to deliver the same high standard of service to every customer interaction, regardless of channel or volume. Sprinklr helped us build a more scalable quality management process while giving our teams the visibility they need to continuously improve the customer experience.
The Solution
Automated quality monitoring integrated into the service workflow
To address this challenge, Bradesco integrated Sprinklr Audit Checklist into its existing customer service workflow. Through automated rules, resolved cases are routed directly to the quality monitoring queue. This automation eliminated manual routing and enabled Bradesco to evaluate a much larger share of customer interactions. Each customer interaction is evaluated using a structured checklist made up of 11 quality criteria, including courtesy, process adherence, probing and needs assessment, spelling and writing quality.
Connecting quality insights with operational performance
After each review, quality scores are displayed directly within customer cases and incorporated into operational dashboards. This enables the team to assess quality alongside other performance metrics, including case volume, response times, and SLA.
The process also allows agents to accept or dispute an evaluation, promoting greater transparency and creating continuous learning opportunities between agents and quality reviewers. By integrating customer service, quality monitoring, and performance analytics, Sprinklr became a single source of truth for managing customer service operations.
“Before, quality monitoring was something we looked at after the fact,” says Daiane Carvalho, social media coordinator at Bradesco. “With Sprinklr, it's now built into the way we manage customer service every day. Our teams can see quality, operational performance, and customer interactions in one place, which makes it much easier to identify opportunities and continuously improve.”
The Outcome
With quality monitoring embedded directly into its customer service operation, Bradesco transformed what had once been a manual review process into a scalable, data-driven approach to service management. The result was faster service, stronger quality performance, improved customer sentiment, and a more complete view of customer service performance across social channels.
"Our goal has always been to deliver the same high standard of service to every customer interaction, regardless of channel or volume,” says Daiane Carvalho. “Sprinklr helped us build a more scalable quality management process while giving our teams the visibility they need to continuously improve the customer experience."
Key results:
- 95% average service quality score
- 19,500 operational hours saved through audit automation
- 92% of eligible customer cases automatically routed for quality review
By unifying customer service, quality oversight, and operational performance within a single platform, Bradesco created a more scalable operating model that delivered greater consistency, visibility, and efficiency in customer service operations across social channels.
