KRUK Romania & Mediatel Data: Improving Quality and Compliance with Interaction Analytics

Background

KRUK Romania is a long-standing partner of Mediatel Data, relying on our contact center solutions to manage high call volumes and ensure consistent customer experiences.

As a debt management company, compliance, efficiency, and quality are critical to daily operations. KRUK Romania sought to expand its monitoring capabilities, reduce manual effort, and strengthen adherence to business processes across its contact center.

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Challenges

Before implementing Interaction Analytics, KRUK’s Romania quality assurance teams faced several limitations:

1. Low Analysis Coverage: Only ~1,000 calls per month could be checked manually for script adherence, leaving most calls unevaluated.‍
2. Time-intensive evaluations: Quality forms required an average of 12 minutes per call to complete.‍
3. Compliance Monitoring Gaps: Missing or mandatory keywords were difficult to track without automation.‍
4. Limited insights: Reporting options were narrow, restricting visibility into customer interactions and agent behavior.

Solution

Mediatel Data deployed the Interaction Analytics module within KRUK’s Romania contact center platform. The solution provided:

• Automated Script Adherence across the full call volume.

• Automated Keyword Detection for compliance with critical processes.

• Optimized Quality Evaluation Forms to speed up review processes.

• Expanded Reporting Capabilities for deeper analysis of interactions.

Results

By moving from manual checks to automated analysis, KRUK Romania gained efficiency, compliance, and deeper insights.

The results speak for themselves:

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Client Testimonial

Interaction Analytics has helped us move from partial visibility to complete oversight of every call. We can act faster, ensure compliance, and continuously improve the quality of our customer experience.

Andreea Gavriloiu, Specialist Contact Center Supervisor

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By adopting Interaction Analytics, KRUK Romania achieved a significant step forward in quality assurance and compliance management. Automated monitoring, reduced evaluation times, and expanded reporting enabled the company to achieve both efficiency gains and stronger control over customer interactions.

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