MAPFRE Brazil Boosts Customer Retention to 40% within Two Months

FAIRFAX, Va., Sept. 30, 2026 /CourierPR/ -- MAPFRE Brazil, one of Brazil’s largest insurers, has significantly boosted customer retention by increasing the percentage of cancellation requests from 1% to 40% within two months of implementing an AI-powered quality management platform. This dramatic improvement not only protected more than BRL 1 million in recurring revenue but also transformed the company’s approach to customer service.

MAPFRE Brazil operates a contact center with over 400 agents, handling approximately 75,000 calls per month. Traditionally, the center relied on sample-based monitoring, which left critical insights into customer behaviors and retention strategies largely hidden. When a customer selected the “Cancel Policy” option in the interactive voice response (IVR), they were directed to a general customer service team without a structured strategy to address their concerns.

To address these challenges, MAPFRE began using SuccessKPI’s AI-powered Automated Quality Management platform. This solution enabled the company to analyze thousands of customer conversations automatically, uncovering a small group of agents who outperformed their peers in retention. These agents applied different troubleshooting techniques, empathy, objection handling, and value-based conversations.

With these insights, MAPFRE redesigned its cancellation process. They created a dedicated retention team specialized in handling cancellation requests. These agents were trained using the analysis of previous conversations and continuously coached and improved as they learned from ongoing interactions.

SuccessKPI, a leading AI-powered Workforce Engagement Management (WEM) provider, has seen similar success across regulated industries. The company’s platform unifies Workforce Engagement Management, analytics, quality management, automation, and operational intelligence to help organizations optimize performance, improve customer outcomes, and reduce risk.

The MAPFRE program illustrates a broader pattern that SuccessKPI sees across regulated industries: the interactions with the highest business value are frequently the ones least likely to be reviewed under sampling-based quality programs. Cancellation, complaint, and escalation calls carry disproportionate revenue and compliance weight, and full-coverage analysis makes them measurable and manageable.

SuccessKPI’s cloud-native platform is trusted by some of the world’s largest government, BPO, financial, healthcare, and technology contact centers in the United States, Europe, and Latin America. With over 180 integrations and recognition as a leader in Frost & Sullivan’s WEM Frost Radar™ and CRM Magazine’s Industry Leader Awards, SuccessKPI continues to set the standard for AI-driven contact center optimization solutions.