97% Compliance Score with Speech Analytics

Background

This client is a leading UK retailer offering financial services products including store cards and personal loans. Their sales operation is regulated by the FCA and subject to regular audits of sales practices and customer treatment.

The retailer was using manual call sampling — reviewing approximately 2% of sales calls — to monitor compliance. This approach was resource-intensive and left significant gaps in coverage.

The Challenge

The retailer needed a solution that could monitor 100% of sales calls for compliance with FCA requirements, including adequate risk warnings, affordability assessments, and fair treatment of vulnerable customers. The system needed to integrate with their existing telephony and CRM platforms.

Equally important was the ability to identify coaching opportunities and best practices that could be shared across the sales team to improve conversion rates while maintaining compliance.

Our Solution

DigiTalker implemented our speech analytics platform across the client's sales contact centre, transcribing and analysing every call against a custom compliance scorecard. The scorecard was developed in collaboration with the retailer's compliance team and covers mandatory disclosures, risk warnings, and vulnerability indicators.

Supervisors receive real-time alerts for calls that fall below compliance thresholds, and a weekly dashboard provides trend analysis, agent rankings, and coaching recommendations.

Results