Life Insurer Scales Voice Quality Monitoring with Frequensee

The Challenge: Quality Capacity Was Stretched Across Competing Priorities

A leading Indian life insurer relies on its after-sales service team to handle customer questions, requests and complaints. Quality monitoring is a key part of this work, but the quality team had to balance it against several other priorities.

Root-cause audits came first. The team spent a significant amount of time on process-level root-cause analysis (RCA) audits, each of which had to be completed within tight turnaround times. That left less room for regular Voice LOB monitoring.

Chat quality needed attention too. Escalations and lower quality scores in the chat channel called for intervention, so more of the available quality capacity was directed toward improving Chat LOB performance.

The result was limited voice coverage. The internal team carried out manual audits every day, but these covered only a small share of interactions, even though each audit was checked against many quality parameters. Feedback reached agents late, which made it difficult to spot patterns, identify outliers and prioritise coaching at scale.

The Solution: Frequensee for Voice Quality at Scale

ResolX deployed Frequensee for Voice LOB quality monitoring. The platform was configured to evaluate up to 40 eligible calls a day against a defined audit framework. Very short calls, under 15 seconds, were excluded, so the review stayed focused on conversations that offered meaningful quality signals.

This gave the insurer more voice audit capacity than manual sampling could realistically support. It also allowed the existing quality team to redirect some of its capacity toward Chat LOB, where additional attention was needed.

At a Glance

Metric	Before	With Frequensee	Improvement
Voice audit coverage	~20%	~80%	4x coverage
Time from call to agent feedback	Up to 48 hours	Within 24 hours	50% faster
Average handle time	480 secs	360 secs	~24% lower
Hold time	60+ secs	30 secs	50% lower
CSAT	95.21%	96%	+0.79 pts
Bottom-quartile agents	12 agents	7 agents	~42% fewer
Coaching coverage	Limited by manual sampling	100% of agents with a personalised plan	100% coverage

Business Outcomes

Quality capacity was redeployed where it mattered most. By supporting routine Voice LOB monitoring, Frequensee enabled the existing quality team to spend more time on Chat LOB and other priority quality initiatives.

Coaching became more data-led. Parameter-level and agent-level insights brought recurring knowledge, process, communication and call-handling gaps into view, helping the team target coaching across training batches.

Supervisor time became more productive. Reducing manual call-listening effort freed 3 hours of supervisor capacity, giving supervisors more time for coaching and acting on quality insights.

The quality model became more scalable. The insurer could expand voice quality monitoring while moving toward a quality function that was more data-driven, targeted and responsive.

Escalations came down. Recorded escalations fell from 5 to zero during the reported period. This matters because escalations were one of the reasons the team had to focus more on chat in the first place.

What the People Said

“Very helpful tool with easy access to data points. High audit coverage for the process.”
‍- Quality Manager, on Frequensee

Quality auditors on the team also found the platform helpful in their day-to-day work.

The Transformation

Before Frequensee, voice quality monitoring depended on a limited manual sample and feedback could take up to 48 hours to reach agents. With Frequensee, the insurer moved toward scalable AI-powered monitoring, faster coaching cycles and clearer, actionable visibility into agent performance. Just as importantly, the quality team could free up capacity to strengthen other priority channels.