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Case StudyApril 2026

How a Leading BPO saved ₹2.4Cr/year with Verbalyze ASR

A full breakdown of a BFSI BPO deployment: 10K daily EMI collection calls, 47% AHT reduction, and RBI compliance.

Verbalyze Solutions Team5 min readCase Study

Customer: Leading BFSI BPO

Our customer is a mid-market BPO servicing NBFC clients, based in Mumbai, processing 10,000+ EMI collection calls daily across Hindi, Marathi, and Gujarati-speaking customers.

The Problem

Pre-Verbalyze, the BPO's contact centre agents were spending an average of 6.2 minutes per call (with 4.1 minutes spent on manual data entry, call logging, and compliance documentation). Agents were also unable to handle the language diversity: 23% of calls involved code-switching between Hindi and Marathi.

The Verbalyze Deployment

We deployed:

  • ▸Real-time Hindi + Marathi ASR for live transcription
  • ▸Automatic PII redaction (account numbers, Aadhaar references)
  • ▸Disposition tagging via intent classification post-call
  • ▸NACH mandate status extraction directly from audio

    • Results

    MetricBeforeAfter
    Average Handle Time6.2 min3.3 min
    Manual logging time4.1 min0.4 min
    Calls handled/agent/day78136
    Compliance document time12 min2 min

    Annual cost saving: ₹2.4 Crore across 140 active agents, calculated on operational cost-per-minute basis. RBI audit compliance rate improved from 71% to 98.4%.

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