HCosta, a BPO specialized in relationship management and a representative of some of Brazil’s largest banks in debt collection, adopted the 2clix solution to transform its quality management and boost operational performance, automating a quality monitoring process that until then was manual, with low coverage and limited reach.
Deploying the artificial intelligence–based solution significantly expanded evaluation coverage and delivered efficiency and quality gains across the entire operation.
The case earned HCosta and 2clix Silver in the Automação da Experiência do Cliente (Customer Experience Automation) category at the Prêmio Smart Customer 2025, a Brazilian customer experience awards program.
2clix and HCosta take Silver in the Automação da Experiência do Cliente category at the Prêmio Smart Customer 2025 for automating quality monitoring with AI.
The winning project
To scale up the work of its Quality team, HCosta implemented the Automated Monitoring with Artificial Intelligence solution provided by 2clix. The solution automates interaction analysis with speed and depth, generating strategic, actionable insights, while analysts move on to what really matters: development and performance, leaving repetitive operational tasks behind.How it works
The strategy rested on three core pillars: scalability, to monitor the full set of evaluations with intelligence; analytical precision, to automatically identify behavior patterns and improvement opportunities; and personalized feedback, with automated responses adapted to each agent’s profile.The rollout followed a methodology structured in five stages: raising awareness about the role of AI; standardizing call analysis with checklists based on the operation’s critical indicators; hands-on training with structured feedback drawn from real calls; validating AI performance through cross-sampling against human evaluations; and, finally, creating an AI-assisted monitoring playbook.
The tool was also integrated with operational indicators, making it possible to track impact on key KPIs such as conversion, average handling time, success rate, script adherence and CSAT, with far faster feedback and real-time dashboards.
Results
Comparing the before and after shows the scale of the transformation: monitoring coverage, previously sample-based, came to reach the full set of evaluations; average evaluation and feedback time fell significantly; the ramp-up curve for new agents shortened; and the cost of quality resources was reduced.In a short time, the solution meaningfully increased the volume of interactions analyzed, raising agent productivity and freeing up more leadership and quality time for development and performance.
The redesign of the quality analyst’s role — from evaluator to strategic performance analyst, actively involved in coaching and in designing personalized training paths — came through in testimonials from the operation itself (translated from Portuguese):
“Today I can devote more time to developing the team, based on concrete data. It’s a game changer.” (Veronica Rosa, Quality Analyst)“With faster feedback, I learn more and feel better prepared for calls.” (Richard dos Reis, Agent)
“We were able to speed up the training of new agents and improve the cell’s overall performance in record time.” (Cesar Augusto, Operations Manager)
The case
HCosta operates with excellence in customer relationship management, specializing in multichannel collection operations that involve high service volumes across different delinquency brackets. Before the 2clix solution was implemented, manual monitoring covered only a portion of evaluations, leaving most interactions invisible to management. That created critical bottlenecks: slow feedback, a heavy operational workload for analysts and generic training that didn’t address the real pain points in service. Given the company’s growth and the need for faster, more scalable results, investing in a technology solution capable of ensuring standardization, agility and accuracy in quality evaluation became strategic.The award
HCosta and 2clix won Silver in the Automação da Experiência do Cliente category at the Prêmio Smart Customer 2025 with the automated AI monitoring case presented in this material.The project was built with a focus on efficiency without losing the human side, showing in practice how intelligent automation, combined with strategic monitoring, can transform a company’s operation and results.
AI isn’t here to replace the human evaluator; it’s here to give the team strategic analytical power.
2clix thanks HCosta for its trust and partnership, as well as every professional involved in building this case.
Congratulations to everyone on this important recognition!
To learn more about the awards and see other details of the Prêmio Smart Customer 2025, visit 2clix’s post on LinkedIn.
