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Finance One checks every call for compliance
Finance One is a non-bank lender. Its contact centre takes thousands of calls a week, and every one of them carries a compliance obligation. CallCoach reads all of them.
In the press
Finance One's CIO talked about the rollout in two publications in July 2026.
"Every day, contact centres generate an enormous amount of customer intelligence, yet because most organisations review only a small sample of conversations, important coaching opportunities, compliance risks and customer insights often go unnoticed."
Erik van Eekelen - CEO, Icana.AI
The problem with sampling
Most contact centres review a small sample of calls. A team leader picks a handful each week, scores them, and coaches from whatever they happened to hear. The conversations that mattered most are usually not in that handful.
For a lender, the gap has a cost. Hardship is a regulated marker of financial distress, and a customer who signals it needs a specific process followed. If that process gets missed, nobody finds out from a random sample of five calls.
What changed
Finance One rolled CallCoach out across its contact centre. CallCoach analyses every customer conversation and flags the ones that need a person: a customer who may be vulnerable, a process step that was missed, a compliance risk, or a coaching opportunity.
Team leaders stopped searching. They open a list of the conversations that need them.
"Instead of manually searching for coaching opportunities, our leaders are immediately directed to the conversations that need their attention."
Chris Doyle - Chief Information Officer, Finance One
What it moved
Finance One measured four things before CallCoach and after.
Improvement in hardship process adherence
Improvement in sensitive data compliance
Improvement in query process adherence
Improvement in tone of voice consistency
More than 300,000 calls have gone through CallCoach, covering over 33,000 hours of conversation.
See it on your own calls
CallCoach works the same way on any contact centre that records its calls. You get every conversation scored, and a list of the ones a person needs to hear.