This bank has a team of 80 agents handling everything from incoming calls about accounts and credit cards to outgoing calls about banking products, services, and tech support. In Egypt, banks are required to offer round-the-clock customer service, ensure consumer protection by providing clear information about their products and services, and keep customer data safe and private. All call recordings are held for 5 years.
Challenge
Prior to implementing Eleveo, the bank’s contact center managers relied on a third-party provider for Quality Management. Call monitoring was done internally, with the internal team then uploading quality score sheets to the 3rdparty system. In return, that provider supplied performance reports, call evaluations, and completed score sheets—limiting managers’ control over the quality process.
During the transition to Eleveo, the initial focus was on deploying call recording capabilities, postponing the implementation of quality management tools. In the interim, the internal team used Excel, creating call summaries and reports manually—a time-consuming process. To address inefficiencies, the bank began testing Eleveo’s automated scoring system, with full deployment planned for the second half of 2025.
"Eleveo meets all our requirements – call recording, quality management and the workforce management - in a single solution. It makes a huge difference to have one provider for everything, it’s a seamless user experience."
Solution
An Eleveo business partner with a long-standing relationship with the bank as its managed services provider and consultant/technical support team recommended Eleveo’s WFO solution suite to the bank.
Eleveo’s Call Recording and Screen Capture (Quality Management) tools form the foundation of the bank’s Quality Management and customer experience initiatives. Every call is automatically recorded, securely stored, and easily searchable—making it simple for supervisors, trainers, and QA team leaders to access actionable, targeted feedback. These recordings also serve as an objective, verifiable record of customer interactions, helping the bank meet compliance requirements with confidence.
Results
Maintaining regulatory compliance and delivering exceptional customer service are top priorities for the bank. With Eleveo’s Call Recording tool and Screen Capture capabilities, contact center managers gain visibility into customer interactions. They use the insights they gain to help elevate service quality, inform agent training, and strengthen regulatory compliance efforts.
Recordings of all inbound and outbound calls—as well as screen activity during those calls—are securely stored for five years, meeting Egypt’s banking mandates. Managers can also review both call audio and screen actions to understand the full context of agent-customer interactions, identify process bottlenecks, and uncover training opportunities.
The result: more consistent service delivery, and a better customer experience across the board. Eleveo empowers the bank to not only monitor interactions but to optimize them.
Since we started using Eleveo I haven't faced any downtime or technical issues with the system. It’s an always-available solution, which is critical for our bank and our customers.
Conclusion
The bank’s 80-agent contact center operates in a high-stakes regulatory environment that demands 24/7 customer service, strict data privacy, and long-term call recording. Initially reliant on a third-party provider for Quality Management, the bank lacked full control and spent significant time manually creating reports. By implementing Eleveo — an intuitive, highly available WFO suite that combines call recording and screen capture —the bank improves agent performance, compliance and the customer experience. Managers now have full visibility into customer/agent interactions, enabling targeted coaching, consistent service delivery, and more efficient operations.